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Having signed up to Kassu and playing with my own cash I decided to withdraw before using any bonus money. This was at the end of December 2020. My account was blocked for a ‘security review’ and has been blocked ever since. I have regularly communicated with Kassu but have just been fobbed off saying that it is with security for review. No indication of timings or why it is under review.

Please can you assist in resolving.

Dear gjw1975,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Was your account fully verified previously? Have you received any successful withdrawals in the past? Could you please advise how long ago you have registered your account and clarify if you have activated any promotional offer inside 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

Hi Petronela,

I signed up to Kassu on 31st December and made a deposit of £100. This was matched on to 100% bonus join up offer. I played with cash only (not using bonus) and won 66.84. I then requested a withdrawal of £166.84 deciding to quit whilst I was ahead. I was then locked out of my account. I’ve never been asked to go through any verification process and have sent 5 emails now asking why I have been blocked and the reply has been a consistent ‘your account is under a routine security review’ and that they can’t give any timings.

Hope this helps. Any help much appreciated.

Thank you, gjw1975, for your reply. I have checked general bonus terms and conditions carefully, and this is what I found https://www.kassu.com/en/termsandconditions/generalbonus:

"If your Bonus & Balance contains both a Real Money Balance and an active Bonus Balance, bets will always be deducted from your Real Money Balance first."

"Only wagers made with Bonus Money will contribute towards the wagering requirement. Wagers made with Real Money will not count towards the wagering requirement."

"Players need to wager the first four Welcome bonuses 40 times before they can withdraw the Bonus or any winnings gained from them."

If I understood correctly, you've requested a withdrawal, while having an active bonus, before wagering requirements were met. I'm afraid that would mean losing your entire balance. Have you communicated an option to cancel unwanted bonus before placing any bets? Looking forward to hearing from you.

Hi Petronela,

Thank you for your continued support. I would agree with your comment if I had used any of the bonus money. However, as you rightly say the real money is kept separate and used first. The T&Cs in bold state only that bonus money and winnings from them need to be wagered 40 times. I’m not trying to withdraw bonus or winnings from them. I am trying to withdraw my real money balance without ever touching the bonus money.

There’s also nothing I can see in the T&Cs that says I must contact them first to cancel my bonus amount prior to withdrawing my real money amount.

Thanks

graham

Hi, just to add to this the T&Cs state:

"Where a player requests a withdrawal, prior to the necessary wagering requirement being met, they will forfeit any Bonus that is attributable to their account"

This is exactly what I did and accept the forfeit of the bonus.

thanks

graham

Hello gjw1975,

I fully understand your point of view. I'm just implying that most casinos consider real and bonus money to be one package from the point a promotional offer has been activated and by cancelling the offer, all the winnings are usually ceased. Could you please advise if you have communicated a possibility to opting out from bonus offers or cancelling the active promotion beforehand? Thank you very much in advance. 

Hi, no I hadn’t communicated earlier. Kassu have just consistently said my account is under security review and is locked.

Thanks

Thank you very much, Graham, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Thank you for your help Petronela

Hi gjw1975,

I’ll be taking care of your complaint from now on and I’ll try my best to resolve it as soon as possible.

I would like to ask Kassu Casino to clarify the situation and state the reason for the security review of gjw1975’s player account and why it has not yet been completed.

We would like to ask Kassu Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi. Just to comment it appears now that my account has been unblocked. I have requested the withdrawal as previous so I will confirm once this has been received. Thank you

Hi gjw1975,

Thank you for the update! I’m glad there’s good news. Please keep us posted. I’m setting the timer for 7 days.

Dear gjw1975,

Have you received the payment? I’m extending the timer by 7 days. Please kindly note that in case you don’t reply in the given time frame, I will be forced to reject your complaint.

Yes, payment now received. Thanks so much for your support.

Thank you, gjw1975, for confirming and for using the Casino Guru complaint resolution center. We are glad to hear that you received your funds. We will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru