Asked for a Withdrawal of winnings and was then asked to verify account. Sent all docs and waited 5 weeks for any response. Several live chats later they verified the account. 20 mins later I get an email to confirm that my winnings have been removed and that I will only get my 300 deposit back. Disgusting service from a terrible casino. Avoid at all costs

Dear Andrea,

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. Have you been given any explanation from the casino which exact rule has been breached and why your winnings have been confiscated? If there’s any relevant communication, please forward it to [email protected]. Have you accumulated your winnings with or without active bonus?

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

I deposited using my husbands card which was a joint account and had his full permission.

Dear Andrea,

I have checked terms and conditions, and this is what I fund https://www.kassu.com/fi/termsandconditions:

?You only use online banking IDs that are valid and legally owned by you to deposit funds and withdraw funds to your gaming account."

Could you please advise if you have informed the casino about depositing funds from a joint account prior to doing so? Do I understand it correctly that your husband’s name is displayed on the bank card but the both of you are the owners of the account? Thank you in advance for your reply.

Dear Andrea,

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.

It was a joint account. Allowed me to deposit 3 x ￡100

when we actually won something they found a way out of paying us.

i have 15k twitter followers who are all now aware.

i am glad that they have had their licence suspended as they should not be allowed.

Dear Andrea,

Please understand, that depositing funds from a third-party account, is considered as a definite breaching T&Cs, which led to confiscating your winnings. Sadly, there is not much I can do, to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing, to avoid any misunderstandings in the future.

Please let me know, if there is anything else, I could help you with. Otherwise, I will be forced to reject this complaint.

Dear Andrea,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, 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 a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.