The player from Germany has requested withdrawal two weeks ago. It has been pending since. The issue was successfully resolved. The player received his winnings.
Kassu Casino - Player’s withdrawal has been delayed.
Amount: €115
Kassu Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.8
Kassu Casino has a Safety Index of 6.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Dear Stephan,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if your withdrawal has been approved already? All the requested withdrawals are being checked manually and if you have activated any promotional offer, the entire bonus session is audited for any terms of use violations. Together with the unfortunate Covid situation around the world, I believe that’s the reason why your withdrawal is taking a little bit longer than typically.
Could you please advise if you have received any winnings from this casino in the past?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Public
Public
3 years ago
Translation
hello I already had a payout at kassu because it was probably not possible to pay out with bank transfer, I paid out with mifinity and it worked so I am fully confused, but now only the same messages come that I am top priority in kassu and you will about my effort to pay out on saturday came another message this is as follows
Hello Stephan,
Thank you for your inquiry and the information.
We have forwarded the information to the responsible department.
Please be patient, we will get back to you as soon as possible.
Please contact us via live chat, email or hotline if you have any questions or require further information.
Best regards,
Petra
Kassu customer service
It would be nice if it weren't for an automatic message again and that you would really reach them with the three of them, but none of them works, I see really black for my money
Finally, I have received similar reports in the last few days, but nothing else came
greetings steohan
Automatic translation:
Public
Public
3 years ago
Thank you very much, Stephan, for your reply. Could you please confirm that your winnings have been accumulated with an active bonus?
Public
Public
3 years ago
Translation
yes the money was accumulated with an active bonus
Automatic translation:
Public
Public
3 years ago
Translation
hello the casino has since canceled my payout on mifinity and has written the money back to my player account.I have now tried a payout to the bank account again if there are problems with paying in with paysafe to note first I had a payout to my bank account made but then there was an unspecified error in the casino that's why i tried to pay out on mifinity because it was the only alternative that was displayed
ps: the casino is obviously trying to get me to gamble away my money again, which I won't do
Automatic translation:
Public
Public
3 years ago
Thank you very much, Stephan, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
3 years ago
Translation
I would have forgotten to write that the casino also has money for a payout, although in my case it is only 2 euros but it is 2.2 percent and actually if mn already takes money for it it should go faster
Automatic translation:
Public
Public
3 years ago
Hi Stephan,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Kassu Casino to the conversation to participate in the resolution of this complaint.
Public
Public
3 years ago
Translation
well i'm still waiting for my money what's going on at kassu
Automatic translation:
Public
Public
3 years ago
Translation
Hello I finally got my money from kassu I assume it was because of my complaint with you that it worked, many thanks for that and continue to do such good work as casino research
and also in the complaint management
greetings and a thousand thanks to stephan p********
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 years ago
Dear Stephan,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
