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Klasino - not paying out


Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolve their issue on their own.

Read our Klasino Casino Review.

Player's Complaint

I had the good old bonus ban email after withdrawing £154.17 which I played in cash funds without even touching the bonus. Shortly after they emailed requesting ID which I believe is against the law at this stage. I sent it over on the same day (05/06/2020) my withdrawal has been pending since its 6 days later. I am being told by chat operators that my case has been escalated and is being investigated. What is to investigate? I just want to withdraw my money. I keep getting told 24-48 hours for a response and have heard nothing

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4 Responses

June 13, 2020

Hi acejaydee - welcome to!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 26th of June let us know and I'll contact the operator on your behalf.

You should also be aware that the verification request you have been subjected to is not in any way illegal. Yes UK operators are required to conduct some ID verification a point of registration. But that does not preclude them conducting further checks at a later point.



June 26, 2020

Hi acejaydee,

Are you still experiencing issues?



July 2, 2020

Hi acejaydee,

I'm following-up on the above?



July 10, 2020

Hi acejaydee,

If we haven't heard from you by Friday the 17th of July I'll assume you no longer need our assistance and close this complaint.



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AceJaydee 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:

  • Klasino
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

June 13, 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.