Kassu Casino - Hráč má potíže s dokončením ověření účtu.

Hi there, I've never had such a bad experience with online casinos.

i lost the hope to receive my money.

The first withdraw was paid with no issues, but second withdraw I am not able to receive since Aug 3.

They are asking for different documents every time after I uploaded whatever they requested, and they are returning my emails within 3 - 5 days, this is unacceptable. i sent multiple emails with the questions, but the answers come back in 3 to 5 days with the request for the same documents that were already provided. Sometimes their requests are not clear enough to understand what they need. I also don't understand why they would pay the first withdraw and everything was verified, but the second they need more.

a week ago, they asked me to provide with the prove of deposit, which I did. i sent them the screenshot of my online banking with the deposit to kassu, my name and the address as they requested on Aug 11. Of course I don't want to give them my full bank statement. They declined it and sent me another email on Aug 16th:" -Proof of payment method - Please upload all four corners of your bank statement

Screenshot/Bank Statement of your bank account used to fund the account which includes your name and account number. (If you send a screenshot kindly make sure that the bank URL is visible in the screenshot) "

I don't really understand what they need. A full bank statement? But I know that they will reply in 3-5 days. THEY DO EVERYTHING NOT TO PAY!!!

I also checked their reviews on other websites and don't understand why they are still open and operating.

Most of reviews on google about the same issue. On kassu casino website they promise to provide fast and easy withdraw and they do for the first one, because people like me, to be safe usually check how the withdraws work and kassu does a good job and earns the costumers' trust. The second withdraw impossible to receive.

Dear Sabina,

Thank you very much for submitting your complaint. I’m 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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Sabina,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting 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.