casumo- will i get my money or not ?
- Thread starter redbomb
- Start date
- Status
anonymousapple
New member
Casumo is just a horrible casino at least from my experience in terms of SOW checks. People might be saying its due to UK regulations but as a UK player myself i am tired of seeing that used as the main reason, it is apparent that the way Casumo is handling things are not up to standard. I recently withdrew over 30k pounds from Grosvenor and the withdrawal still came the next day after gameplay checks, i only passed their basic KYC checks 2 years ago and hit this win with a <200 deposit, hence i did not trigger the requirement and they didnt give me the hassle when withdrawing a large amount.
Used 888Sports last week, total deposits below 1k, hit 16k win on sports and came into paypal next day, no hassle.
The most recent casino that asked for my SOW after passing KYC was Rizk and that was settled after I provided one simple bank document, which is fine and they didnt make a hassle for a 5 digit withdrawal.
I wager/bet/gamble the most on Betfair and have 0 issues on there with 5 digit wins, deposits, withdrawals. All will be sorted within a day.
You have many more casinos and bookies in UK to use which are much better than casumo. William hill, betfair, paddypower, Bet365 to name a few.
From what I can see in your post, you deposited a small amount on Casumo which you havent been using in awhile (<400 since u said u won 400 then 26k) and yet they are still asking for all sorts of docs in a disorganized manner. SOW checks are mostly to determine you can afford the losses and you are not a problem gambler and/or not involved in money laundering activities- it is pretty insane to ask for that if you deposited below 400 quids over a period of time.
They are just trying to avoid paying you with whatever tiniest bit of 'flaw' they can find in your documents. Please just play on a more reliable UK casino in the future - they will trigger SOW checks over a certain deposit/loss limit but the good ones will not ask you for everything when you only deposited 100-200 and hit 15k win.
Used 888Sports last week, total deposits below 1k, hit 16k win on sports and came into paypal next day, no hassle.
The most recent casino that asked for my SOW after passing KYC was Rizk and that was settled after I provided one simple bank document, which is fine and they didnt make a hassle for a 5 digit withdrawal.
I wager/bet/gamble the most on Betfair and have 0 issues on there with 5 digit wins, deposits, withdrawals. All will be sorted within a day.
You have many more casinos and bookies in UK to use which are much better than casumo. William hill, betfair, paddypower, Bet365 to name a few.
From what I can see in your post, you deposited a small amount on Casumo which you havent been using in awhile (<400 since u said u won 400 then 26k) and yet they are still asking for all sorts of docs in a disorganized manner. SOW checks are mostly to determine you can afford the losses and you are not a problem gambler and/or not involved in money laundering activities- it is pretty insane to ask for that if you deposited below 400 quids over a period of time.
They are just trying to avoid paying you with whatever tiniest bit of 'flaw' they can find in your documents. Please just play on a more reliable UK casino in the future - they will trigger SOW checks over a certain deposit/loss limit but the good ones will not ask you for everything when you only deposited 100-200 and hit 15k win.
Last edited by a moderator:
biggestdosser
New member
casumo is not bad
so another update: casumo have got back to me and have asked me for more information and documents to send in to verify why i want to withdraw my money i have given them two lots of bank statements for october and november and ive also given them myself and my partners id including my partners payslip and proof he trasnfers me money to gamble with and also sent a benfactor letter which they also asked for...so i sent them and they got back to me saying that the benfactor letter needs to include the time of the transaction between me and my partner and the reason why he transfered me that money and also they need proof of what i spent my other money on that he transfered to me....
i understand wanting to make sure im not a fraud or doing anything illegal but seriously what else can i send them to verify this and i cant even check the time the money was put into casumo because they locked my account.
my partner has written another letter to them saying all of these details apart from the time but seriously why do they need to know what else i spend my money on that has nothing to do with my transactions at casumo? i understand casumo is a legit company and yes i probably will get my money but team members telling me different things and promising me stuff and then telling me that other team members are not trained properly it just all seems a bit much after ive already sent so much in.
i understand wanting to make sure im not a fraud or doing anything illegal but seriously what else can i send them to verify this and i cant even check the time the money was put into casumo because they locked my account.
my partner has written another letter to them saying all of these details apart from the time but seriously why do they need to know what else i spend my money on that has nothing to do with my transactions at casumo? i understand casumo is a legit company and yes i probably will get my money but team members telling me different things and promising me stuff and then telling me that other team members are not trained properly it just all seems a bit much after ive already sent so much in.
I dont know how these forum users are defending Casumo, this is crasy. They probably work as chat operaters some of them? 
To take your money is never a problem, when you want to withdraw it is veeeery important to validate everything thurally, for YOUR safety
Just dont give up, document everything and you will hopefully win in the end (or most likely you will receive a non disclosure agreement to keep 20%) Its just sad how the run over the average joe.
All the verification needed to withdraw should be made before a deposit can be made, that will probably easen the whole verification process a bit or two hehe
To take your money is never a problem, when you want to withdraw it is veeeery important to validate everything thurally, for YOUR safety
Just dont give up, document everything and you will hopefully win in the end (or most likely you will receive a non disclosure agreement to keep 20%) Its just sad how the run over the average joe.
All the verification needed to withdraw should be made before a deposit can be made, that will probably easen the whole verification process a bit or two hehe
Mattattack444
New member
ive had this problem with a ton of casinos. not anywhere near the amount you won but amounts of about 200 euros have been lost because they cannot verify documents properly even though the documents i have are perfect for other casinos. ive not dealt with casumo but ive heard they are reuptable so try to relax and keep in touch with them.
dirtystack
New member
Has nothing to do with the Chat....I dont know how these forum users are defending Casumo, this is crasy. They probably work as chat operaters some of them?
To take your money is never a problem, when you want to withdraw it is veeeery important to validate everything thurally, for YOUR safety
Just dont give up, document everything and you will hopefully win in the end (or most likely you will receive a non disclosure agreement to keep 20%) Its just sad how the run over the average joe.
All the verification needed to withdraw should be made before a deposit can be made, that will probably easen the whole verification process a bit or two hehe
She has to go through extra steps to verify where her money to gamble comes from as she doesn't have any personal source of income.
Clueless speculations regarding the matter isn't going to help anyone.
dirtystack
New member
Everything up till this point is understandable.
I get why they want the time of him sending you money and confirmation that once sent to you it is yours to spend with as you wish.
Anything beyond that is too much, especially now that you have sent them a couple of statements, they should be able to see a history of transfers from your husband.
Let them digest the latest info you have sent and get back to you.
If they don't resolve this very soon then you are going to have to go down the formal complaint route.
@dirtystackI know that you are defend Casumo, but saying that everything is undrstandable from their side is not in right place. Its only 26k and casino act like this could be milion. Why They don't ask for documents and other stuff when withdrawal ammount is for example 100$. Why They don't ask for documents after registration?
This is really scary nowadays to win money on casino cause next days could be really stressfull.
Anyway if this gonna past next few days I will propably seek for help in Casinomeister
This is really scary nowadays to win money on casino cause next days could be really stressfull.
Anyway if this gonna past next few days I will propably seek for help in Casinomeister
Li_Shang
New member
Exactly what @lukisss77said. It shouldnt be like that, that if u hit something big you instantly start to worry what the casino would do...
When i won 10.000X on Return of the kong on bethard, i made ALOT of small withdrawals, which got automaticly accepted. In 24 hours i had all my money in the account atleast, i just know it would take so much longer if i made 1 big withdrawal
When i won 10.000X on Return of the kong on bethard, i made ALOT of small withdrawals, which got automaticly accepted. In 24 hours i had all my money in the account atleast, i just know it would take so much longer if i made 1 big withdrawal
vanHooff
Active member
Unfortunately Casumo have the most rigorous SoW checks in the industry.
If Casumo does not pay up, you could/should start a 'PAB' at Casinomeister.
It is a fine site and they are running a good arbitration service.
If I am reading between the lines correctly, @lukisss77 is the husband of @redbomb ?
If so, I really hope you will get paid (soon), you both seem like very nice people.
And really hope this is not a case of lukisss playing on redbombs account.
I know, i thought this was a gambling community for players but it seems heavily infiltrated with casino employees sticking up for their fellow crook*cough* i mean colleagues.
The shitty part is that I was so against state regulated casinos as we have in Norway but lately it seems like one of the few safe places to guarantee a payout no matter how much you win without all the stalling BS. In other words I think the Casino business are "shooting themself in the foot" when these stories are documented in this community, they loose trust and goodwill from the players AND the government legislating gambling regulations.
FYI: Casumo has always paid me, and never taken any withdrawls. There has been some borderline stalling games put up, but nothing really above the line.
My friend however has a pending 4,6K euro withdrawl from casumo that they have been stalling for 2 months now. asking for document after document. At some point they stop listening to common sense and act like robots. I mean that was just 4,6K so just hang in there mate!
Last edited by a moderator:
dirtystack
New member
@lukisss77
I know you interpret it as me defending the casino but I'm not. I am explaining why they are asking for this stuff because I work in a casino and know there are various trigger amounts that, once triggered, obligate the casino to start the due diligence and enhanced due diligence, verification and enhanced verification, procedures.
I'm not defending Casumo, I'm trying to help Redbomb understand the reasoning behind Casumo's actions so that she stays calm throughout this whole ordeal and doesn't get to emotional and pissed of with it to the point where she has a breakdown or gives up.
They don't do it for a £100 withdrawal because it isn't an amount that triggers their extra verification. If they have the trigger for additional verification set at £10 000 then a withdrawal of £100 isn't going to trigger it.
That is all I am doing and, if no satisfactory outcome from Casumo, then I will keep posting and trying to assist Redbomb with the formal complaints procedure as I know how that works too, I know what info is needed, I know the way to phrase everything in a way that works, I know what casinos absolutely don't want written on formal complaints as those complaints have to be submitted - along with any outcome - to their licencing body. I have been dealing with complaints, resolving disputes and deciding on fair outcomes for many years.
That is what I am trying to do.
If I sat here just writing post after post of uninformed nonsense then people like@bbbest55 would have nothing to add.
I know you interpret it as me defending the casino but I'm not. I am explaining why they are asking for this stuff because I work in a casino and know there are various trigger amounts that, once triggered, obligate the casino to start the due diligence and enhanced due diligence, verification and enhanced verification, procedures.
I'm not defending Casumo, I'm trying to help Redbomb understand the reasoning behind Casumo's actions so that she stays calm throughout this whole ordeal and doesn't get to emotional and pissed of with it to the point where she has a breakdown or gives up.
They don't do it for a £100 withdrawal because it isn't an amount that triggers their extra verification. If they have the trigger for additional verification set at £10 000 then a withdrawal of £100 isn't going to trigger it.
That is all I am doing and, if no satisfactory outcome from Casumo, then I will keep posting and trying to assist Redbomb with the formal complaints procedure as I know how that works too, I know what info is needed, I know the way to phrase everything in a way that works, I know what casinos absolutely don't want written on formal complaints as those complaints have to be submitted - along with any outcome - to their licencing body. I have been dealing with complaints, resolving disputes and deciding on fair outcomes for many years.
That is what I am trying to do.
If I sat here just writing post after post of uninformed nonsense then people like@bbbest55 would have nothing to add.
Last edited by a moderator:
vanHooff
Active member
From my PoV, I am an avid player and have no ties to the gambling industry:I know, i thought this was a gambling community for players but it seems heavily infiltrated with casino employees sticking up for their fellow crook*cough* i mean colleagues. e!
we are lucky to have @dirtystack here on the forums and posting from a personal account.
In player-casino dispute threads* he is consistently the best poster.
* (note the precise wording)
dirtystack
New member
@vanhoof Aww thanks
I thought it was all threads but I'll take it.
Now people are going to think you are my alt account.
I thought it was all threads but I'll take it.Now people are going to think you are my alt account.
Last edited by a moderator:
dirtystack
New member
@bbbest55 I feel the same with you regarding this, that the player should be absolutely informed all along the process.
But even this is complicated due to casino regulations set out by the UKGC.
It is hard to explain in a way that will make sense but there is a reason why casinos can not be absolutely open and transparent in this regard and it is all due to the UKGC and other licencing body regulations.
Here is an example:
The casino has a transaction over one of the set amounts that triggers additional verification, anti money laundering checks and fraud checks.
They can't tell the customer they are doing and anti money laundering check and a fraud check as, if the customer is money laundering or committing fraud, telling them they are investigating them might prompt them to change the way they go about their money laundering/fraud and then the casino is in the position where they have tipped the customer off. This will result in not just a fine for the casino but possible imprisonment and loss of licence as it is a criminal offence.
They casino just tells the customer that they are performing extra checks and then doesn't give any additional information because, how else can they do it without running the risk of tipping the customer off and committing a criminal offense?
I know it is horrible for the customer as the majority of the time the customer has done nothing wrong. The casino has a blanket silence approach because if the casino tips off just one person who is up to no good then it can be game over for them.
There is a lot of red tape in casino businesses that players are unaware of, I know it is unfair to a regular player.
Casinos won't tell you anything until they have cleared you. Until they have cleared you they will lie to you to get you to send them what they need to clear you.
But even this is complicated due to casino regulations set out by the UKGC.
It is hard to explain in a way that will make sense but there is a reason why casinos can not be absolutely open and transparent in this regard and it is all due to the UKGC and other licencing body regulations.
Here is an example:
The casino has a transaction over one of the set amounts that triggers additional verification, anti money laundering checks and fraud checks.
They can't tell the customer they are doing and anti money laundering check and a fraud check as, if the customer is money laundering or committing fraud, telling them they are investigating them might prompt them to change the way they go about their money laundering/fraud and then the casino is in the position where they have tipped the customer off. This will result in not just a fine for the casino but possible imprisonment and loss of licence as it is a criminal offence.
They casino just tells the customer that they are performing extra checks and then doesn't give any additional information because, how else can they do it without running the risk of tipping the customer off and committing a criminal offense?
I know it is horrible for the customer as the majority of the time the customer has done nothing wrong. The casino has a blanket silence approach because if the casino tips off just one person who is up to no good then it can be game over for them.
There is a lot of red tape in casino businesses that players are unaware of, I know it is unfair to a regular player.
Casinos won't tell you anything until they have cleared you. Until they have cleared you they will lie to you to get you to send them what they need to clear you.
- Status
