Kush Casino - Player's withdrawal is delayed and funds are blocked.

They don't want to verify, they say it's only on the website and the maximum limit is 7MB. They didn't accept the cropped, compressed photos. I sent the originals by email, and even the video from an iPhone 16 Pro Max.

I sent everything by email, they don’t answer anymore 🙁

User#4177093

#4177093

Everything was provided, there were refusals!

1.

You received all the photos on the site - just compressed, because you do not accept photos over 10 MB original

You received original uncompressed photos via email, but they refused, citing that you can only do it through the website.

I think the delay in verification is deliberate, and it's also impossible to complete it even through an alternative method via email.

2.

You can also refuse to block funds before withdrawal on any website, and the exclusion itself is for a certain period.

All conditions were fully met and there are full grounds for a refund!

The account wasn't banned due to a request in the chat; I provided screenshots.

Acc was not banned by my req on the chat added photo

I want get refund 122,000 rub!

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Hello,

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.

• Are the funds still in your casino balance, or have you already played with them?
• Have you ever informed the casino that you were experiencing gambling problems?
• Could you please provide a timeline of the events? In particular, when did you submit your verification documents, when were they rejected, and when did the issue with your funds occur?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

"Are the funds still in your casino balance, or have you already played with them?"

I have lost all after day of request ban to not lose it as u can see on the photo on chat

"Have you ever informed the casino that you were experiencing gambling problems?"

Yes as you can see on photo - request to block until complete withdrawal

Could you please provide a timeline of the events?

So after deposit about 80 000 rub i won balance to 122 000 after trying cashout they ask KYC

for like a day they are not take my photos on website and chat website and via email support

and after all reject to kyc and cashout money i told on the chat support to ban me until complete withdrawal !

Thank you for your response.

Unfortunately, based on the evidence I was able to review, there were no explicit gambling problems communicated to the casino prior to the loss of funds. Kindly be aware that gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

Further, In case you don't receive any response to your responsible gambling issues from live chat support, it's imperative to contact the casino via different communication channels in scenarios where support overlooks your request.

Consequently, we cannot ask the casino for a refund of money lost in gambling in your case.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

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