A relative of mine self excluded ,not sure why but my account closed too.  Thats fine ,not a problem but I had ￡75 winnings processing. My account was verified,sent all documents. I won weeks ago. Live chat no help and have sent a few emails and not getting any replies. 

Dear Jacqueline,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do that, please could you advise if a relative of yours has been accessing the casino account from the same IP address? I believe we will be able to help you to receive your winnings as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi. Yes  they did use same IP.

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

Hello Jacqueline.

I believe that the casino was acting according to their rule 4.7: 
You are only allowed one account on this Website. If you have more than one account, you must immediately inform us. Furthermore, only one account for each IP/household is allowed. If you open more than one account, any winnings on either account will be forfeited and all accounts may be closed. We may block or close your first account. If we leave your first account open any initial deposits which remain as balance on any other accounts (the "Duplicate Account"), will be added to your first account. If we find there is more than one account registered for your household, we reserve the right to block or close any or all accounts for that household.

We need to contact them - explain the situation and we will see the result.

We have different addresses so not same household .I'm not interested in them reopening my account I just want what I'm owed. 

Dear Jacqueline,

Thank you for getting in touch!

I have checked on your case and can see that there are strong links to another account we have which has been self-excluded. of course as part of our regulatory requirement we are obliged to review this thoroughly before allowing an account to remain open or to approve any payments.

The relevant department have assured me that they will be contacting you today to give you an update on your case :)

If you need anything else in the meantime please let me know.

Many thanks and have a lovely afternoon!

Thanks very much. 

Hours ago I received an email saying they wished to speak to me on the phone. I've provided my number to do so. Not received any call. I've sent in all my I'd to verify my account which they asked for and a picture of myself holding my passport that they asked for a few days ago. It's getting ridiculous now. I won this money weeks ago. 

Dear Jacqueline,

Thanks for letting me know.

I have been advised that the relevant team have been trying to contact you via phone multiple times however it keeps going to voicemail. They have sent you another email now informing you about this so you are able to contact them.

Thank you!

I've mailed them twice giving my works number as I've got a fault on my phone. I know they've tried calling twice but I can't hear on my phone. 

I'm still being ignored in this matter 

Got a phonecall and answered all questions relating to my account,winnings and game activity,that was last Thursday and heard nothing since.  I just want my winnings !

Kassu Casino representatives could you give us some update regarding the situation?

Dear Jacqueline,

Thank you for your patience.

I can confirm that the risk department reviewed your phone verification and have verified your account.

Your withdrawal has also been paid :)

Many thanks!

Thank you very much. Glad it's all been sorted out. 

Dear Jacqueline and Genesis Group Casino representative.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.