Casitsu Casino - Hráč má potíže s dokončením ověření účtu.

The sms does not come and the authentication does not proceed.

smsが来ず認証が進まない。

Dear Yu,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough procedure.

Could you please confirm that verifying your phone number seems to be the only obstacle standing between you and your winnings? Did you provide all the other relevant documents needed to complete KYC (verification) process?

I believe we will be able to help you resolving this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

yes sure

everything I sent

but this casino stopped sms verifing.

I don't play anymore.

because cannot withdrawl.

its sucks.

Thank you, Yu, for your reply. Could you please advise how much is your active balance now?

Hi everyone!

This is roughly the order of events that happened:

1. The player requested a cashout on October 26th.
2. However, the player never completed the KYC process. Note: A phone verification was never required. While the option exists to enter a phone number, it is not mandatory to confirm it. Phone numbers need to be present in order to verify certain card and bank transfer payments. This verification process is automated and does not require confirmation to us. In our T&Cs for the withdrawal process, we also make no requirements for phone verifications.
3. As part of the verification process, he did not submit a picture of himself with the ID in the same picture, which is clearly a requirement in the verification process on the verification page as well as in our terms and conditions. Also, the photo ID that was submitted was in Japanese lettering. We are clearly not localized for the Japanese market. Our page is in German and English, our terms and conditions are in english, and our review on Casino Guru lists us with English, German and Russian as support languages. We therefore cannot verify the player's name or age on this ID. Lastly, the player also did not submit proof of payment documents, which are an AML requirement under our license. Address and ID documents were submitted on October 26th.
4. On October 28th, the player DELETED all of his submitted verification documents and also RECALLED his cashout request. He then resubmitted his cashout request without further KYC documentation and then recalled the cashout request again.
5. He then proceeded to play with his recalled balance until it was lost.

After this point we no longer had any open balances for the player, nor any pending cashout requests and his verification KYC documents remain deleted on his side.

We see no reason for action, here. Players are required to read terms and conditions. https://casitsu.com/terms-and-conditions . They are clear and easy to read. And the account verification paragraph is near the top of the page. Even if terms and conditions are not read, the account verification page, in the player account options, is clear in what it demands. At the very least, the player entirely ignored the Proof of Payment category here https://casitsu.com/profile/general/verification

We did not confiscate any balance, and we did not wilfully reject any attempt at verification.

what?

casino said

u have to need to verify mobile number.

but they didnt send.

scum trap loop

We have never asked you to verify your phone number. No support agent or anybody else has asked you for this. And the phone verification OPTION in your account details page is an OPTION. It is NOT a requirement for cashout and all cashout requirements can be found in our terms and conditions.

Thank you very much, Casitsu Casino team, for your assistance and clarification.

Dear Yu,

Do I understand correctly that your winnings have been played and lost before the KYC verification could be completed? If that's the case, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

For clarification:

Yes, the player did lose his balance before KYC could be completed.

But i want to make it clear, that he did not have to wait unreasonably long for verification. The issue was not that he had to wait for verification. The issue was that he did not provide the required verification in the first place. He was missing a readable ID, a photo of himself WITH the ID, and a proof of payment method. And instead of completing the process, he deleted all of his uploaded documents (Japanese ID and Proof of Address).

We can provide proof if required.

no.

1 all documents is set

2 try sms verified

when I have 30 euro on this time

3 sms not coming.

4 I contacted casino support 3-4 times

but they said nothing haspens on sms verify. maybe your cell carriers problem

5 I contact mob carrier. ask and need to check problem

6 carrier said no probldm

7 I understand this casino lies to me.

8 I use all money and delete all docs

because very dangerous and scum casino I played. its not safety.

9 I posted subjection in here

ok? everyone.

this casino maybe bancraft soon.

very dangerous.

evidence is not evidence.

I want to ask why u dont recognise japanese player to play.

japanese player dont have english docs.

this is not global

this is not diuversity

unfair.

I hate

this support staff comment is first time I see in this website .

now I cleared thought your casino no need to verify sms .

but you check more history

support staff said to me at first.

you dont finish the verification Of mobile mumber.

this is clearly I remember.

no.

maybe u sent. its fact .

I said I couldnot read that comment.

because.

chat system is not stable.

so I sent same sentence many time.

so I dont read all of your coment.

not your support staff fault.

your website systems fault

maybe weak server you use.

so I think totakly dangerous service.

There are no server issues whatsoever. You did receive those chats and they were clear. We have been truthful and fair to you.

Earlier today, we even issued you a cashback bonus on your lost bonus money, which you won without making a single deposit. We absolutely did not have to do that. You played this bonus immediately.

We consider this case closed.

maybe if you want to close. go ahead.

but I speak loudly from japan.

In social,

in town

in this website,

I clearly see.ur problem about identification.

especially sms.

Dear Yu,

From all the forwarded communication between you and the casino, we can clearly see that phone verification wasn't needed.

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Yu,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.