The player from Germany has been waiting for a withdrawal for more than 2 months. The complaint was resolved as the player received his winnings.
Kassu Casino - Player’s withdrawal has been delayed.
Amount: €1,091
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I have been waiting for my withdrawal from the casino for more than two months and I don't understand why it is taking so long. The casino no longer accepts players from Germany and I do not have access to my account. Maybe you can help me get an explanation from the casino.
Automatic translation:
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3 years ago
Dear Monis,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you made any successful withdrawals before? Which method to withdraw your winnings you have opted for?
Was the withdrawal request approved before the casino blocked your access?
Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru.
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
No, this was my first withdrawal and the method was Ecopayz. The payout was still pending. I sent you the email from the casino. After that I wrote a few more emails but there was no news.
Automatic translation:
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3 years ago
Thank you very much Monis for your reply and email. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello Monis,
I'm Nick and I'll be assisting you from now on in your case. I would like to ask Kassu Casino to join us and help us resolve the player's issue.
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3 years ago
Dear Monis,
We have checked your account and we have asked the department to provide us with further information regarding your account.
As soon as we have further information on your account you will be contacted, rest assured that we will be contacting you very soon.
Kind Regards,
Kassu Team
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3 years ago
Thank you for joining us Kassu Casino. I'll now set the timer back to the casino again until we receive any additional information from them. Will be waiting for your respond.
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3 years ago
Translation
I received the money from the casino. thanks
Edited
Automatic translation:
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3 years ago
Dear Monis,
We can confirm that your withdrawal was released on the 26/08/2021 and we are happy to hear that you have received your funds.
Should you have any further queries, please do not hesitate to contact us back.
Kind regards,
Kassu Team
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3 years ago
Dear Monis,
Thank you very much for letting us know that the issue has been resolved, we gladly hear it. The complaint will be now closed as resolved. Please do not hesitate to contact us if you will come across any other trouble in the future, we will try our best to resolve it.
Best regards,
Nick
Casino.guru
