I have deposited with a new card,I lost my old one and they won't pay my winnings until I show proof from bank or police I've lost my old card,I cant understand this as no other casino as requested this before It is the same account,I sent an attachment from an old email of my lost card with the first 4 and last 4 digits showing,Kassu won't accept this as first 6 digits has to be shown.They asked for bank statements showing deposits from old card which I've sent, only to be told I need proof this card is lost,

Surely they know that when a new card is requested the old card is no good,My bank did not send any emails regarding this,My old card was blocked immediately and new one sent,Everything is done online you don't get proof

They keep moving the goal post and asking for documents over and over again that I have already provided

Regards

Carole

Dear chassy321,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your old card seems to be the only obstacle standing between you and your winnings? Have you accumulated your winnings from a deposit that was placed with the old card?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank-you,

They have at last verified my card,

But my deposit was paid by my new card,As its the same account it did seem a bit much.

They have agreed to pay my winnings

Thank-you

Carole

Thank you very much, chassy321, for providing all the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) 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.

Hello chassy321,

I have reviewed your case, do I understand correctly that you have now completed verification and are now awaiting payment?

If that is the case, we will keep this complaint open until we hear that you have received your winnings.

Dear chassy321,

Please provide an update regarding your verification/withdrawal. If we do not hear from you within the specified timeframe, this complaint will be rejected.

It seems that this issue may have been resolved. However, without confirmation of this from the player, we are left with no option but to reject this complaint. It can be reopened at any time.