Kassu Casino - Pelaajan kotiuttaminen on viivästynyt.

I won €6300 from Kassu casino on 14.11.22. I made a repatriation request on the same day. First I had to verify my account, address and identity. I got them done, even though it was very difficult to get in touch with anyone from the cashier. Account verification was successful last week. They said that as soon as it is ready, the profits will be paid to me. Winnings still haven't been paid out. It is now 2 weeks since the withdrawal request. I have pictures of all the conversations with customer service, as well as pictures of the pending withdrawal.

Voitin Kassu kasinolta 6300€ 14.11.22. Tein kotiutuspyynnön samana päivänä. Aluksi minun piti varmentaa tilini, osoitteeni ja henkilöllisyyteni. Ne sain tehtyä vaikka olikin hyvin hankalaa saada keneenkään kassulta yhteyttä. Tilin varmennus onnistui viime viikolla. Sanottiin että heti kun se on valmis voitot lähtevät maksuun minulle. Voittoja ei ole vieläkään maksettu. Nostopyynnöstä on nyt 2 viikkoa. Minulla on kuvat kaikista keskusteluista asiakaspalvelun kanssa, sekä kuvat odottavasta nostosta.

Dear Carol0007,

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. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed?

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,

Kristina

Hello, I can't see the status of my withdrawal anymore because my game account has been closed by the bag's customer service.. that raises doubts as well. I have made successful withdrawals in the past, albeit with smaller amounts. There were no active bonuses.

Hei, en näe nostoni tilaa enää koska pelitilini on suljettu kassin asiakaspalvelun toimesta.. herättää epäilyjä sekin. Olen tehnyt aiemmin onnistuneita kotiutuksia, tosin pienemmillä summilla. Ei ollut aktiivisia bonuksia.

Thank you very much for your reply, Carol0007. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent pictures by email.

Laitoin kuvia sähköpostilla.

Thank you very much, Carol0007, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, Carol0007,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Kassu Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Kassu Casino Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

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 Carol0007,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the casino using the email address mentioned in its Terms and Conditions if you have not yet (complaints@kassu.com), or that you contact directly the ADR (available HERE) or the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them.

In case of any questions, feel free to contact me via email (branislav.b@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru