The player is asking for a refund due to active self-exclusion from the platform the casino operates on. We rejected the complaint because the player didn't respond to our messages and questions.
Kassu Casino - Player's asking for a refund.
Amount: €180
Kassu Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
Public
2 years ago
Translation
I have been closed from all Genesis Global limited casinos due to a gambling problem on 02.10.2019 despite which I managed to play at the casino they operate at Kassu Casino. I managed to play at Kassu casino on December 28, 2019 580e and took home 400e, the disputed amount is 180e
I attached a trans copy of the chat service I received from Genesis global Limited, which supports my gambling addiction and my request to be closed.
I also sent a copy of my deposit to Kassu Casino.
Automatic translation:
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2 years ago
Dear Lolna123,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you initially requested self-exclusion from Pelaa Casino?
Have you tried contacting Kassu Casino regarding this issue? Please forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Kristina
Public
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2 years ago
Translation
Hi, yes I asked for self-exclusion originally playing at the casino.
I have not contacted Kassu Casino, can I contact the casino through this.
could you kindly change my name in your top answer to keep my privacy thank you very much 🙂
Automatic translation:
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2 years ago
Thank you for your reply, Lolna123. I have changed your name to your nickname. Please note, that we usually get involved if the player doesn't find the solution with the casino, or the casino fails to reply. The casino can often resolve the player's issue faster, as they have more insight into the player's activity than we do.
Therefore, my best advice in this situation would be to contact the casino. Then, I would like to kindly ask you to forward all the relevant communication between you and the casino to kristina.s@casino.guru.
