Kaahaus Casino - Player's account has been closed and winnings deleted.

I tried make withdrawal 400€ and few days I asked what's going on because I haven't had my money yet. They told me that I have Brite service block and kaahaus casino has closed my account and deleted my winnings. I had Brite block but not anymore.. suspicious that I can log in but when I try withdrawal their block me... I tried contact them for more information but they don't answer anymore. I did go their sister casino and there was no problem with Brite login... I have email from Brite that my services are open..

Dear Kissenminde,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Kaahaus (https://kaahaus.com/fi).

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• By Brite block, did you mean the payment method Brite?
• When have you applied for the block and when have you decided to lift it?
• Have you accumulated your funds with the help of bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

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Yes Brite payment method.

About 1,5 years ago.

And yes i have been used freespins

Hello Kissenminde,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Kissenminde,

thank you for your reply and your patience.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi! I sent you a email!

Thank you very much, Kissenminde, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Kissenminde,

I am Michal, and I have assumed responsibility for your complaint. I have examined this case, and prior to contacting the Kaahaus Casino Team, could you please confirm the date you established your Kaahaus Casino account and the date you earned your winnings? What prompted the prior closure of your Brite payment account? When was your Brite payment account reactivated? Was this reactivation initiated by you, or did it occur following the expiration of a "restriction period" or something similar? Additionally, was this reactivation prior to or subsequent to the creation of your Kaahaus casino account? Have you made any deposits at Kaahaus Casino, or have you solely utilized the no deposit bonuses/free spins?

Moikka! En voi muistaa milloin olen kaahaus tilin avannut. Siitä on pidempi aika jo. En pääse kirjautumaan tililleni ottaakseni selvää. Olen tehnyt aikaisemminkin talletuksia kyseiselle kasinolle. Suljin Brite käyttäjän itse n. Vuosi sitten sekä olen sen jälkeen avannut sen myös itse. Muistaakseni voitot yritin kotiuttaa 27.9 2025. Brite tilini on auki eikä se ole vaikuttanut muihin kasinoihin.

Dear Kissenminde,

Thank you for your response. Kindly confirm whether your Brite account was reopened before you created your Kaahaus account or after.

After that. But when I made kaahaus account I didn't have Brite block.

Dear Kissenminde,

I'm sorry, but your response, "After that. But when I made kaahaus account I didn't have Brite block." seems to be conflicting.

You wrote that your Brite account was reopened after you created your Kaahaus casino account, meaning it was most likely still closed/blocked at that time.

Can you please explain why your Brite account was closed? Additionally, can you confirm whether you experienced any issues related to gaming addiction or financial difficulties? Have you ever had an account with any casino that has been closed, either in the past or currently, due to gaming or financial concerns?

I meant that when I made my kaahaus account I didn't have Brite block. But I made that block after I had already played in this casino. And then I takeed the block of from Brite and payed again in kaahaus.. and no I don't have financial broblems

Dear Kissenminde,

Thank you for your clarification regarding your Brite account. Can you please kindly answer the other enquiries I made above?

I closed my Brite account because I wasn't sure is all Brite transfers been right (they were, just didn't notice different names of my other transfers) And I needed break of gambling. Only closed casino site what I have is this kaahaus account. I even can play on their sister sites... I

Dear Kissenminde,

Thank you for the clarification. I will now contact the casino to shed more light on this matter and to see how I can help if possible.

We would like to invite Kaahaus Casino to join the conversation.

Dear Kaahaus Casino,

Can you please explain how the prior block on the Brite account is related to the player's winnings? As the player indicated, they have asked to have their Brite account unlocked prior to resuming play in your casino, and their Brite account was not blocked. Therefore, I would like to comprehend why this was cited as the justification for the confiscation of the player's winnings.

If there are any factors that influence the whole situation that cannot be shared publicly, please forward them to me directly at [email protected]

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kissenminde,

I have tried to contact the casino repeatedly but have had no success. The live chat agent merely suggested that I notify you to contact them directly, and they will attempt to assist you; however, that is essentially all there is to it. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to [email protected]. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at [email protected] if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru