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Kassu Casino - Withheld Winnings / Refunded Deposit

Ruling

Found for the Casino - This player has been trying to dupe the bonus system by creating a false zero. In doing so they have breached bonus terms.

Read our Kassu Casino Review.

Player's Complaint

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."

Read the casino review

4 Responses

ThePOGG
February 18, 2020

Hi tommybets - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
March 3, 2020

Hi tommybets,

Having discussed your issue with Kassu sadly we cannot uphold your claim.

The strategy you have employed - namely, opening up Blackjack games, placing wagers with your deposited funds, exiting the game without completing the round then repeating this pattern until all of your deposited funds were removed from your balance breaches the terms and conditions of the bonus you agreed to. Specifically:

"16. Where a bonus is subject to the player first depositing an associated amount, then the bonus money can only be wagered once the player has used up that amount of their own deposit money and recycled winnings (i.e. once a zero balance is reached). The bonus money will then be available for wagering and will only be paid out once it has been transformed (by completing the published wagering or other requirements) into real cash."

You have not in fact "used up" your deposited funds. You have hidden them by not completing the game rounds. Effectively you have been looking to mislead the system into believing you had a real money balance of zero, technically allowing you to place wagers with bonus funds, when in fact your real money balance was simply 'in play'. As you had not "used up" your real money balance your bonus funds were not legitimately allowed to be wagered, breaching the bonus contract.

ThePOGG

tommybets
March 3, 2020

Hi ThePOGG Thanks for contacting Kassu. Whilst I still don't see any wrongdoing on my behalf, the fact I played Blackjack with my own funds, regardless of any bonus, and had net profit from the winning hands means that I should have been allowed to withdraw at least £600+. What I choose to do with my OWN funds is irrelevant, as it was my funds, and my funds were solely used. When playing these blackjack hands, everything I won should have been paid out. They're literally breaking the law by not paying me my blackjack winnings. Can you follow this up please? [EDIT]

ThePOGG
March 6, 2020

Hi tommybets, You entered into an agreement. You breached that agreement. As such the the agreement is void and the operator are within their rights to reset both parties to the conditions that existed pre-agreement. The agreement occurred prior to your Blackjack play. You've very clearly been trying to create a situation where you experienced the minimal possible risk to your deposited funds by tricking the system by creating a 'false zero' in the 'deposited funds' balance. There's no question that you knew exactly what you were doing when applying this strategy. If you are going to try to apply this sort of strategy - and I'll be clear we do not approve of trying to dupe the mechanics of the bonus system in this manner - you are a) far more likely to run into trouble and b) going to have to be a lot more careful about ensuring you understand the exact nature of the terms you are agreeing to if you expect to be able to argue you case for payment. As stated above, there is nothing we can do to help you. ThePOGG

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Agreement

tommybets consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Kassu

February 18, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.