Kaasino Casino - Player's account has been closed and payouts delayed.

Good afternoon!

I registered at this casino, made a first deposit of about 600 euros with a welcome bonus.

I was lucky and I unwound the wager in the balance, receiving 360 euros, continued to play and I was very lucky, I managed to play the balance up to 2300 euros, at that time I thought that this was the best casino in the world.After that, I uploaded all the necessary documents and tried to get a payout on 11.03, all my documents were confirmed and I thought I would get my money quickly. But then the unpleasant thing started, the casino started canceling the payout without explaining the reasons, a few days after explaining everything in the chat, they explained to me that I needed to upload an additional selfie with the inscription and date.I fulfilled all the casino conditions, uploaded the required photo 20.03, my photo was accepted, I hoped to receive funds. And made two withdrawals of 1000 and 1295 euros, they were accepted for processing.

The next day, when I went to the site, I almost lost consciousness, my account was blocked.When I contacted support, I received a response that this was the site administration's decision, and the withdrawal of my funds was under consideration.

After that, every day I receive the same answer that there is no news on my request.I haven't been able to get my money for over 20 days, this is illegal, you are my last hope to get the funds!!

please help!

Dear Kran4er,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

What specific reasons were provided by the casino when they blocked your account?

Can you confirm whether you received any communication from the casino regarding the status of your account block?

Have you received any updates on your recent withdrawal requests since your account was blocked?

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,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

This is all they told me in the chat, after I contacted them on 03/21/2025:

"Thank you for your patience, Damian. Due to a decision from upper management, your account has been closed. We apologize for the inconvenience and will notify you by email when we are able to reopen it."

I didn't receive any blocking notifications.

They are the ones who are responsible for the fact that there are already 10 days until the withdrawal:

"Thanks for your patience, Damian. Your withdrawal request is still being processed by the responsible department. I understand that waiting for updates can be disappointing, but please rest assured that we are working on it. As soon as your request is resolved, we'll send you a notification via email."

but there is no new information.

I hope for your help and solution to the issue!

Dear Kran4er, have you received the withdrawals?

Good day!

I didn't receive anything!

That's all I got from them!

"After a thorough review by the relevant department, the administration has made the decision to decline your withdrawal request, as it was found that you violated the bonus terms and conditions.

To familiarize yourself with the rules, please refer to the following link: www.kaasino.com/bonus-terms-and-conditions, and review the section "Additional Terms.""

I have carefully studied their rules and I can confidently assure you that I have not violated anything.

This is a scam casino!

They promised to return the deposit, but they didn't return it!!!

These are scammers!

Although it won't satisfy me, I need my winnings in full, which I honestly received!!!

They also refuse to explain what rules I broke.

"We understand your concerns and we acknowledge your careful review of the terms and conditions. However, we are unable to provide you with the exact specific points that were violated, as we are bound by the internal review process and privacy policies."

Thank you very much, Kran4er, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) 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.

Dear Kran4er,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Kaasino Casino representative to join this conversation.

Dear Kaasino Casino, could you please provide more information about this case?

Looking forward to your reply.

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 Kran4er,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Katarina

We’ve reopened this complaint at the request of Kaasino Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Kaasino Casino,

thank you for the information provided via our email communication.

Additionally, could you please provide the deposit history of this player?

Dear Kran4er,

hope you are doing well.

To clarify, have you been making any deposits other than the bonus deposits?

Looking forward to your reply,

Katarina

Dear Kran4er,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Casino Guru Team,

Thank you for reopening the complaint and for your message.

Please note that the player’s activity is already archived in our system. Unfortunately, we are unable to extract or provide a separate deposit history at this stage.

All the information that can be shared is already reflected in the screenshots that we previously sent to you via email. These screenshots contain the full scope of data currently available to us regarding this player.

This is all the information we can provide at the moment.

Kind regards,

Kaasino Casino Team

Hi!

great that we are back to this question, this is how I made additional deposits without applying the bonus

Dear Kaasino Casino,

thank you for your reply. However, I am concerned that without sufficient supporting evidence, we will not be able to proceed with this complaint any further.

Additionally, was the player informed or warned to make a deposit without a bonus attached? Have you attempted to make any arrangements to ensure that the player would no longer be able to accept bonuses?

My point is that if it was not your intention to allow this player to receive and use additional bonuses, it would have been reasonable to expect that appropriate steps were taken to communicate this clearly to the player. As it stands, the player had no way of knowing that accepting the bonuses offered to him could result in the forfeiture of the balance.

I look forward to your clarification.

Katarina

Dear Katarina,

Thank you for your message and for outlining your concerns.

We would like to inform you that we are currently in the process of retrieving and reviewing archived data related to this case. This requires some additional time, as part of the player’s activity has been archived in our system.

At this stage, we wanted to keep you informed that we have not gone silent and are actively working on gathering the relevant information needed to address your questions properly.

We appreciate your patience and will follow up with a detailed response as soon as the review is completed.

Kind regards,

Kaasino Casino Team  

Dear Kaasino Casino,

Thank you for your message. I will await any news patiently.

Looking forward to your reply,

Katarina

Dear Katarina,

Thank you for your patience.

We would like to provide additional clarification regarding the applicable Bonus Terms and Conditions and briefly reiterate our previous position.

Our Bonus Terms and Conditions clearly and unambiguously prohibit bonus abuse. In particular, the "Additional Terms" section states that:

- abuse of any bonus offers is strictly prohibited, and if abuse is detected, the Casino reserves the right to confiscate any resulting winnings and prohibit the player from receiving future bonuses;

- bonus abuse may be identified by the ratio of bonuses claimed to deposits made, in which case the Casino may cancel winnings and revoke bonus eligibility;

- the Casino has the right to revoke any bonuses and winnings, and to confiscate all funds in an account if they were obtained dishonestly or in violation of these rules.

Furthermore, the General Bonus Conditions explicitly prohibit the use of strategies aimed solely at obtaining financial gain through bonuses and state that all winnings may be canceled if such behavior is identified.

As previously communicated, after a thorough internal investigation, the player was identified as a bonus abuser. In March, our antifraud system flagged suspicious activity on the player’s account, and in April, multiple bonus abuse patterns were confirmed, after which the account was locked accordingly.

As supporting evidence, we are attaching screenshots.

This clearly demonstrates that the player violated the applicable Bonus Terms and Conditions, which is why the withdrawal requests were declined and the account was closed.

We hope this clarifies the situation. Please let us know if any additional information is required.

Kind regards,  

Kaasino Casino Team

Dear Kran4er,

As I am transitioning to a different role and stepping down from my position as a Complaint Specialist, your case will now be transferred to another Resolver, Michal (michal.k@casino.guru). Michal will take over direct communication with the casino and will manage your case from this point onward.

No action is required from you at this time. Your new Resolver will reach out via this thread should any additional information be needed. Please rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Dear Kaasino Casino,

Thank you for your message and for providing the evidence.

As I have already explained to the player, this case will be managed by Michal, who will be in direct contact with you going forward.

Thank you for your understanding.

Kind regards,

Katarina

I still don't understand what I did wrong!

No specific facts! 

can't make a deposit with a welcome bonus? What is it for then?

can't wager on the bonus? What is it for then?

can't withdraw funds from the casino? What is it for then?

I don't understand anything, what does it mean to be identified as a fraudster??!!

Hello Kran4er,

I'm Michal, and I have taken over your complaint. I have examined this case, and I will continue communication with the casino team to gain further insight into this issue and to determine if I can assist in any way.

Dear Kaasino Casino,

I appreciate your earlier responses and the (somewhat) provided evidence; however, the materials provided do not clearly explain when or how the player allegedly breached your rules. At this stage, the basis for confiscating the player’s winnings remains unclear and appears unfair without further clarification.

As an independent party committed to fairness and transparency, we believe that any claim of a terms and conditions violation should be supported by clear and reasonable evidence.

We kindly ask you to provide detailed information and any relevant evidence that substantiates the alleged breaches. Please send all supporting documentation directly to me at michal.k@casino.guru so we can review the matter thoroughly.

Thank you in advance.

Hello Michal,

We would like to inform you that all available supporting materials and evidence related to this case, along with detailed explanations for each screenshot, have been provided to you directly via email, as requested.

Please let us know if you require any further clarification.

Kind regards,  

Kaasino Casino Team

Send everything to the chat, there must be transparency in this matter!

what kind of manipulation is this behind closed doors??

Dear Kran4er,

I appreciate your wish to stay updated at every stage; however, some details cannot be shared publicly. Please rest assured that I am actively working on resolving your case.

You will receive updates on any reasonable developments as they arise. Thank you for your understanding and patience.

Dear Kaasino Casino Team,

Thank you for your email. I have responded with further enquiries and look forward to your reply.

Hello,

We would like to provide an update regarding this complaint.

Following an additional internal review of the case, the Casino has decided to return the amount of 1,737.92 EUR to the player in order to resolve the matter amicably.

The funds have now been reinstated accordingly.

We appreciate the communication throughout this process and consider this case resolved from our side.

Kind regards,

Kaasino Casino Team

Dear Kaasino Casino Team,

Thank you for the positive response. I'm glad we were able to find a mutual understanding on how to resolve this case, and thank you for your cooperation.

Dear Kran4er,

I hope you find this news to be encouraging. As the casino team has indicated, the amount of €1,737.92 has been recredited to your account.

Kindly let me know if I can regard this matter as resolved or if you require further assistance with anything else.

my account is blocked, as before

how do I get these funds?

my account is blocked, as before

how do I get these funds?

Dear Kaasino Casino Team,

Could you kindly clarify the reason behind the player's inability to access their casino account, which is preventing them from withdrawing their funds?

Dear Kran4er,

To proceed with the payment, please send the following details to support@kaas.bet

Cryptocurrency:

Cryptocurrency network:

Crypto wallet address:

Additionally, please confirm from which email address you originally contacted us regarding this matter.

Once we receive this information, I will personally push the process forward to ensure it is handled as quickly as possible.

Kind regards,

Kaasino Casino Team

Dear Kran4er,

Thank you for providing the requested information. It has been forwarded to the relevant department for processing.

Once the payment has been completed, you will be informed accordingly.

Kind regards,

Kaasino Casino Team

Dear Kaasino Casino Team,

I am optimistic that the funds will be disbursed promptly on your end.

Dear Kran4er,

I look forward to your confirmation regarding the receipt of the funds.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kran4er,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru