Casitsu Casino - Hráč se snaží vybrat své výhry.

Currently in third attempts to receive funds from a recent win, first request was pending and all of a sudden I'm locked out of my account and I had to contact support which only gave me the usual scripted jargon then asked if they can help me with anything else? YEAH! Pay me out ffs. The request was immediately cancelled upon said lockout. Second attempt was denied due to incomplete profile verification, Hmmm... I've got an email a week prior to all this rigamarole saying congrats I am now fully verified. Sent in the verification docs again and now I have put through my third and final try at this cause it's really making me angry. Been waiting two days now for their response to my request.....

Dear Scott,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have been asked to provide your documents again despite the fact you once were verified?

Have you accumulated your winnings with or without an active bonus?

Have you received any explanation from the 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.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Scott,

We are sorry for this.

When you requested your cashout, you requested it to a payment method (Bank Wire) that did not match your deposit method (Credit Card). According to AML guidelines, we are required to process cashouts to the same payment method that was used to make the deposit. We then requested proof of payment method as part of our standard KYC procedure to ensure that you are the rightful owner of the payment method. You then submitted a bank statement as a "proof of address", which also served well enough as a proof of payment method for your requested cashout.

You provided these final documents on December 13th. Please, always allow our support team some time to process KYC documents.

Your payment is now processed. Bank Wire Transfer speeds depend on your bank.

Sorry again for the delay.

Hello everyone,

Thank you very much Casitsu Casino for taking your time to help us with this case.

Scott, we are extending the timer by 10 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.