Kaasino Casino - Счет игрока был закрыт, а выплаты задержаны.

Good afternoon!

I registered at this casino, made a first deposit of about 600 euros with a welcome bonus.

I was lucky and I unwound the wager in the balance, receiving 360 euros, continued to play and I was very lucky, I managed to play the balance up to 2300 euros, at that time I thought that this was the best casino in the world.After that, I uploaded all the necessary documents and tried to get a payout on 11.03, all my documents were confirmed and I thought I would get my money quickly. But then the unpleasant thing started, the casino started canceling the payout without explaining the reasons, a few days after explaining everything in the chat, they explained to me that I needed to upload an additional selfie with the inscription and date.I fulfilled all the casino conditions, uploaded the required photo 20.03, my photo was accepted, I hoped to receive funds. And made two withdrawals of 1000 and 1295 euros, they were accepted for processing.

The next day, when I went to the site, I almost lost consciousness, my account was blocked.When I contacted support, I received a response that this was the site administration's decision, and the withdrawal of my funds was under consideration.

After that, every day I receive the same answer that there is no news on my request.I haven't been able to get my money for over 20 days, this is illegal, you are my last hope to get the funds!!

please help!

Dear Kran4er,

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.

What specific reasons were provided by the casino when they blocked your account?

Can you confirm whether you received any communication from the casino regarding the status of your account block?

Have you received any updates on your recent withdrawal requests since your account was blocked?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

This is all they told me in the chat, after I contacted them on 03/21/2025:

"Thank you for your patience, Damian. Due to a decision from upper management, your account has been closed. We apologize for the inconvenience and will notify you by email when we are able to reopen it."

I didn't receive any blocking notifications.

They are the ones who are responsible for the fact that there are already 10 days until the withdrawal:

"Thanks for your patience, Damian. Your withdrawal request is still being processed by the responsible department. I understand that waiting for updates can be disappointing, but please rest assured that we are working on it. As soon as your request is resolved, we'll send you a notification via email."

but there is no new information.

I hope for your help and solution to the issue!

Dear Kran4er, have you received the withdrawals?

Good day!

I didn't receive anything!

That's all I got from them!

"After a thorough review by the relevant department, the administration has made the decision to decline your withdrawal request, as it was found that you violated the bonus terms and conditions.

To familiarize yourself with the rules, please refer to the following link: www.kaasino.com/bonus-terms-and-conditions, and review the section "Additional Terms.""

I have carefully studied their rules and I can confidently assure you that I have not violated anything.

This is a scam casino!

They promised to return the deposit, but they didn't return it!!!

These are scammers!

Although it won't satisfy me, I need my winnings in full, which I honestly received!!!

They also refuse to explain what rules I broke.

"We understand your concerns and we acknowledge your careful review of the terms and conditions. However, we are unable to provide you with the exact specific points that were violated, as we are bound by the internal review process and privacy policies."

Thank you very much, Kran4er, for providing the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Kran4er,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Kaasino Casino representative to join this conversation.

Dear Kaasino Casino, could you please provide more information about this case?

Looking forward to your reply.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kran4er,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Katarina

We’ve reopened this complaint at the request of Kaasino Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Kaasino Casino,

thank you for the information provided via our email communication.

Additionally, could you please provide the deposit history of this player?

Dear Kran4er,

hope you are doing well.

To clarify, have you been making any deposits other than the bonus deposits?

Looking forward to your reply,

Katarina

Dear Kran4er,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.