Kassu Casino - プレイヤーの撤退が遅れています。

I was trying withdraw my winnings from the casino and didn't expect any problems as few days earlier I had withdraw my winnings and I received them very quick but this time Im already waiting over 7 days for my withdrawal being processed.After I requested withdrawal I was waiting and checking my account to see when my withdrawal will be processed.After dwo days I was trying to contact the casino what is causing the delay.Unfortunately no one get back to me with any kind of information.After I was trying to make a complain on ask gamblers it was already over 72h when withdrawal should be processed i notice that on my account is request for providing the documents for verification.I send them all the documents they asked of course if I would check my account I wouldn't even know that they asked for documents as on emails they don't responding.So I checked about 24h after I send all the documents my account and I saw that all documents was veryfied as there was a message that they now have all the information they require and if they will need anything they contact me.So it was now the wait for my withdrawal being processed finally.Today I went on my account to see if there is any changes to my pending withdrawal and get shocked.There was again information that my account isn't veryfied and payment method is in progress of verification.They basically having a laugh with what they doing.Thats first time Im having that kind of situation.How they can process one withdrawal without verification and for another request documents and delay payment.Thats not acceptable.Its common thing on the sites from that brand.

Dear Marcin,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that you made a successful withdrawal from this casino before? Have you already provided the required document to verify your payment method? If not, I would suggest you fully cooperate with casinos and provide all the required documents as soon as possible.

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

Good morning Kristina thank you for your response.

Yes I had a withdrawal before from that casino and there wasn't any issues as I recived the money in two days time. They even didn't ask for any documents during first time processing the withdrawal.

I send them all the documents but they asked for card payment proof which I send them on 28.05.2021 and is still pending waiting for verification.I will attach all the screenshots from my communication with casino.

Thank you very much Marcin for your reply. I will now transfer your complaint to my colleague Andrej 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.

Dear Marcin,

I’ll be taking care of your complaint from now on. I’ll contact the casino and see if I can help.

I would like to kindly ask Kassu Casino representatives to join this conversation and clarify the situation.

Hi Andrej

I need to let you know that I received an email yesterday that my documents was finally verified although I'm still waiting for my withdrawals being processed.I send an email today afternoon asking for an update when I can expect it to be processed.

Thank you, Marcin, for the update. I’m glad to hear the good news. Please keep us posted.

I'm still waiting for withdrawal being processed and I'm hope it will be done today as from what I read on the casino terms and conditions the processing can take from 24-48h so fingers crossed it will be sorted today.

Hi Andrej

I want to update you with the information that one of my withdrawals was finally processed and I already received it although It was the one with lower amount of money and I'm still waiting for the one which is bigger and placed as a first one.Fingers crossed that I will receive it very soon.

Good morning

I'm still waiting for my second withdrawal to be processed and it's strange for me why both of my withdrawals wasn't sended to me only the smaller one.My account is officially verified from 01.06.2021 today is 7th .06.2021 I think is to long for processing the withdrawal.Im really frustrated as that's just ridiculous.I never had similar experiences with any other casino even on many occasions I had to verify my account the whole process took max 5 days.Im trying to get my winnings since 22.05.2021 as that's the date I requested one of the withdrawals.

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, without Marcin’s confirmation that the issue has been resolved, the complaint will be closed as ‘unresolved’.

Hi Andrej

I have an update on my case.I recived my withdrawal today and I would like to close the complaint.I would like to thank you for all your help and support.

Dear Marcin,

I’m glad to hear the good news! Thank you very much for letting us know and for using the Casino Guru complaint resolution center. As the issue has been resolved, we will now mark your 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