HomeComplaintsKassu Casino - Player’s withdrawal has been delayed.

Kassu Casino - Player’s withdrawal has been delayed.

Amount: €115

Kassu Casino
Safety Index:Above average
Submitted: 04 Jun 2021 | Resolved : 13 Jun 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

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.

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3 years ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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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


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3 years ago
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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

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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?

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3 years ago
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yes the money was accumulated with an active bonus

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3 years ago
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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

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3 years ago
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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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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.

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3 years ago
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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

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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.

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3 years ago
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well i'm still waiting for my money what's going on at kassu

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3 years ago
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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
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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

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