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Klasino – Verification issues. When waiting on withdrawal.

Ruling

Resolved - This player has been non-responsive to our requests for an update on their issue. As such we assume they've managed to resolve this issue without further intervention on our part.

Read our Klasino Casino Review.

Player's Complaint

I deposited quite a lot of money on this site around £900 then I got up to £650 and though I would just withdraw and kind of cut my losses. I then received an email from Klasino asking for me to send over my documentation. Which I did straight away. Following this I have contacted GamCare to help stop me from gambling so my account at klasino was cancelled through GamCare. I then when on live chat to klasino to check they had received my documents from the day before as I hadn’t received any confirmation of this, to which their reply was no. So I was asked to send it again which I did another 7 times and still they are saying they have not received it. I then asked if I could just have a refund of my deposits as they would also not let me send any of the documentation over chat, which they said they can process but it may not be approved and can take up to 28 days! Which in my opinion is a ridiculous turn around. So I then asked how long will it take to find out why my emails aren’t going through which again I was told 28 days!! So I have an account which I can’t get into, that has £650 sitting in there. I keep messaging everyday 2-3 times a day for an update and all I keep getting is wait 28 days..... i have done all I can to verify my account and get my money so I can quit gambling but they are just taking the Mick to solve this problem for me. If anyone could help me and give me any advice on this matter I would very much appreciate it :)

Read the casino review

6 Responses

ThePOGG
Nov 05, 2018

Hi frankieswoffer - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

frankieswoffer
Nov 05, 2018

Thanks for the speedy reply. Hopefully we can get this sorted soon. I’m so stressed about it

frankieswoffer
Nov 06, 2018

Any update please?

ThePOGG
Nov 09, 2018

Hi frankieswoffer,

I've spoken to the operator and they've confirmed that they have not received your verification documents.

Can I ask you to resubmit the documents. This time send them one at a time (multiple emails) and CC in complaints@thepogg.com. When we receive these emails we'll follow up with the operator.

Thanks,

ThePOGG

ThePOGG
Nov 16, 2018

Hi frankieswoffer,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
Nov 23, 2018

Hi frankieswoffer,

If we haven't heard from you by Friday the 30th of November I'll assume you no longer require our assistance with this issue and close this complaint.

Thanks,

ThePOGG

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Agreement

frankieswoffer 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

November 3, 2018