Kassu— player complaints: 15 in English

Joined casino my daughter has a really bad gambling problem and joined this casino she wad allowed to deposit 10 20 35 45 etc with my card I did not autherise her to do so but she only just signed up and everytime she lost she deposit that again again that's my card my daughter told them yo exclude her because she told them she is addicted yo gambling she in hospital because of this I'm in poverty broken hearted it's refund I'm waiting

I closed my account at kassu and withdrew the amount left in my account which came too £313. After providing my documents, they informed me as I used a 3rd party card to deposit (my daughter who gave a signed written letter of permission to them) they are refusing to pay out the £313 as my daughter who is 26 her ID is 1 month out of date. They state to me 3rd party deposits are against their T&Cs but happily took mine and now are refusing to pay out the £313 or refund the deposits back to my daughters card. I closed the account and withdrew on the 28th August.

This casino is not responding to any emails and closed my account for fraud apparently?! That’s absurd and utterly ridiculous just because I won at their site. There was no “fraud” and they can’t explain it hence why they don’t reply to me. I signed up and won using their bonuses and terms, followed exactly how it stated so I am totally shocked and disappointed they are claiming fraud. I am verified at their company as they have had all my documents. Can you help reclaim the fairly won winnings please xx

Dear Pogg I have been gambling with Kassu on their roulette, I liked their site. However when I came to withdraw my £3,515 winnings I have heard nothing from Kassu. I sent all the documents that they asked for and they said on 12 January they would respond in 48-72 hours- but I have had no response. I have since googled them and I saw that they had lost their licence and had it reinstated. I hope they have the money to pay me. Please help.

Hi, I signed up to Kassu on the 3rd of December and deposited £100. After playing for a bit I won some money and made a withdrawal of my full balance which was £726.90 (after paying the withdrawal fee). This was 16 days ago now. Since then I have received no communication, except what looks like an automated response 2 days ago saying that my case is a "top proiority" after I complained about the withdrawal times. Worrlying it appears my Kassu account is also blocked and so I cant log in to monitor the progress. I also have a withdrawal on CasinoGods of £789.04, which I think may also be linked as I have found out that these two sites are owned by the same company. Please could you help mediate as I am getting worried they are going to try not to pay me. Thanks for your time,

fully verified account including ID proof of address and photos of deposit methodSent and verified selfie photos of ID and card also still not processing withdrawal Pending withdrawal of 1479£ and live chat are not helpful just saying they are very busy. After complaining on live chat I have now been locked out of the account it says 'blocked' when i try to log in. Would just like my withdrawal processed.

I won 1566.40 on 4th November 2020, they requested some photos with paper and cards which I've provided promptly but still no update on paying me almost 2 weeks later.

Hi, I've been waiting for a withdrawal from Kassu since 19th May. I've submitted all required ID and they aren't currently responding to emails. Any chance you can help please?

Opened an account on Kassu.com and because I didn't find my card I made the first deposit with my partners card which by the way is a joint account. I recieved 300 free spins, 30 each day, play them a couple of days and won 500 £. After that, they blocked my account and asked me to send them a 3rd party form that my partner allows me to use her card. Did that a couple of times, send them all the documents requested and after 2 months of waiting they emailed me saying they canceled my winnings because i broke the rules by depositing like this. First of all, on the terms and conditions says to make a deposit with something that is legally yours which basicaly it's a joint account so are my money as well. My question is why they asked me to send them a 3rd party declaration and after cancel my winnings. My partner allowes me to use her card. Why on every casino that i made the same thing, deposit with my partners card, they allowed me to whitdraw my winnings and here not ? I can proove that i have send them all documents, i have all emails and stuffs.

withdrawal pending from December and after back and forth submitting documents the latest one dated 18/03/2020 still no news of my withdrawal, for a company that plasters fast withdrawals on their sites genesis are defiantly anything but quick, in fact they purposely hold on to your winnings for no reason whatsoever.

Complained more than 10 days now disappointed turnaround time

After 3 weeks of documents I'd and v etc.. Co. Plants verifications don't engage with me asking same stupid questions of haven't received docs.. Chat are like a ferris wheel or merry go round. Teyi g to make me be stupid... No engagement.. No responsibility no honour!! PLS help. Me pogg I won fair n Square yet you'll see they don't give a toss

I signed up to Kassu Casino and claimed their welcome offer. Ended up playing a mixture of Blackjack and slots before cashing out around £1.2k. Account ended up being locked and i went on chat about 6 times and was told it was a routine security check. Eventually they fessed up and said they were closing my account because id broken some terms (this was about 20 days after my withdrawal). I feel this is absolutely robbery, and they should not be allowed to do this at all! Please see below the email i received. I've checked the terms and not broken any of them. Thanks [EDIT] The email... "Dear [EDIT], Please be informed that after investigating your account, our security department has deemed that you undertook fraudulent activities to your advantage which is a clear breach of our Terms and Conditions. In the event of any fraudulent activity, Genesis Global Ltd reserves the right to suspend or block a players’ account and void any winnings. We invite you to read our terms and conditions: https://Kassu.com/en/termsandconditions specifically clauses number 12 & 14. https://Kassu.com/en/termsandconditions/generalbonus specifically clauses number 15. Any winnings are now voided and your deposits will be refunded to your depositing payment method. We kindly ask you to log in to your account and request the pay out back to your depositing payment method. After you do so you can expect the payment would be processed within the next 72h."

My account was locked pending verification documents, i have submitted these but still have not heard anything and my account is still locked

I would like to point it the site im complaing about is a sister site to genesis and owned by genesis global. Kassu is the site i sish to complain against. First of all i made an account on the 21st of october. I then deposited on 23rd of october. I checled the document section before this where it said we have everything we need to verify your account for now. I have a screenshot of this. So i played through into the 24th and requested a witgdrawal on the 24th at 10:44am. I waited way more than the set 48 hour that it should take to process. To then receive an email from kassu on the 26th at 14:59 pm which is extremely last minute. So i send my documents on 26th at 16:32pm and waited more than 72 hours that is set for the identification process. I was then contacted on the 29th at 21:36pm. This is two term violations as they have times set there that is plenty time to give them to complete there tasks. Its actually longer than other casinos take. But at the end of the day i know from personal experience that this is illegal what they have done and there process must change. The gambling commission enforced new laws forcing casino's to verify players upon registration or as soon as possible by email or however. They must not allow a player to deposit and play then request identification upon withdrawal. This is exactlu what they have done to me they have broke the law. I would also like to add i was told i can only talk with a manager by email. I sent an email on the 27th of october and i have still not receieved an email back from management. The staff in chat are basically useless and just say another department deals with what you are asking. I phone on the 26tg with success but have tried for 4 days to get through on the phone and havent succeeded since and i am led to beleive they have blocked my number. I beleive this because the phone lines busy when i phone sometimes but will ring other times. And to prove this i phoned with my number private and got theough three times to be hung up on everytime. This is such an unprofessional way to act and what they have done is criminal. I would extremely appreciate if you could help as i have now waited 6 days for my withdrawal.