casumo- will i get my money or not ?

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im sorry guys i dont mean to cause any issues between anyone my only aim is to get my money that i won fair and square while also trying to understand the process of withdrawal limits and fellow players because im so new to all of this.

winning 26k is a massive amount so im excited and nervous and all these emotions happening at one and i appreciate all of the help and opinions of everyone im reading everything and taking it all in so thank you everyone for your input.

@lukisss77is not my husband lol i have no idea who it is but i appreciate their help.

i hope this case has a good outcome and i get my money sorted soon. i just got to be patient and stay calm and do everything by the books like i have been doing. i will update again once i hear something back that is worthy to post. again thank you everyone for your comments.

 
Like most people are saying, don't worry about this one. (easy to say) 

I don't like Casumo but they are reputable and it wouldn't be worth their time trying to con people. 

Just stay calm and do what they say, it's cash and not bonus money for wagering so they are obliged to pay. 

 
Online gambling shouldn't be any different then walking into the bookies for a flutter imo.

Proof of age should only require a photo of birth certificate. Not everyone has or needs a passport and driving licence etc.

Proof of address is kind of irrelevant now that deposit bonuses have been stopped. They can see IP addresses anyway.

As far as money laundering goes, if you're not depositing vast amounts and wagering very little before withdrawing then you shouldn't be subjected to any checks.

Casino's should be able to do every check they need electronically and the player should be free to have fun without administration wars tbf.

 
I hope you get this sorted this should be a time that your enjoy putting you through all this crap really tarnishes the experience and is not on!

 
I’m glad I’ve gamstopped, winning on a casino isn’t as exciting as it used to be. Minority  ruining it for the majority ( money laundering ) So many checks to be done and clauses that can be broken nowadays it’s just not enjoyable anymore 😞 

 
the money got rejected i received an email from them saying that my withdrawal has been rejected and the money has been returned to my casumo account which is locked.

apparently aftr me sending 2 benfactor letters and 2 months worth of bank statements and countless bills and id and proof of address that they now want to know every detail of my bank account since its been open which is 4 years

they said that they need to know every time my husband has put money into my bank account and what ive spent it on and on what days like seriously that cant be serious all that other stuff isnt concerned to this money im not a problem gambler i literally gamble maybe once a month but surely asking for 4 years worth of transactions is bad

even after being told me several team memebrs that my documents have been verified and that my money is coming and that i dont need to send anything else in now i feel like im being punished for winning. its sad to see a casino go down this route of not paying because i gurantee if i had deposited 26k they wouldnt of blinked a eye at it. im very upset now and dont know what else i can send in

plus even if i do send stuff in i cant get into my account to withdraw the money again because its locked and they wont open it until i can prove these things so what do i do ?

 
discusting behavor. so what if u where a problemgambler? Are they not alowed to win? All this industry is builded by problemgamblers. it was not the winner ho built las vegas😅.. Is there not a autohority u can contact? How can it be legal for a casino ta request all your information 4 years back. im so glad i dont play at the criminals Casumo. they are and behaving like criminals. a bunch of theifs....

 
Ok, thats enough. 

Can someone from forum, like admins help with this case. I mean thats went way too far. 

It should be standard verification no matter of a ammount you win. 

What is this madness!? 

 
23. Complaints and Dispute Resolution Procedure


23.1. We will try and solve any complaint you many have directly. Should you wish to make any complaint regarding our services, you can contact us via email or live chat as set out in Section 27 below. We will acknowledge all complaints within 24 hours of receipt. 

23.2. Complaints are handled in our support department and are escalated in the organisation of Casumo in cases where the support personnel do not solve the case immediately.

23.3. In the first instance, we will try to resolve the complaint to the satisfaction of both parties as soon as reasonably possible and no later than eight weeks from receiving your complaint.  Should this not be possible we will contact you to explain why and provide a date by which you can expect a full response.

23.4. If you are not satisfied with the resolution of your complaint/claim and/or your complaint is not resolved to your satisfaction within eight weeks of receiving the complaint, you may report your complaint to the alternative dispute resolution organisation eCOGRA. eCOGRA is a third party organisation which offers independent adjudication in relation to betting and gaming disputes. You may file your complaint by clicking on this link and filling out the dispute form.

23.5. Alternatively, you may direct your complaint to the European Commission’s Online Dispute Resolution (ODR) Platform, which will then forward it on to the relevant ADR entity.

23.6. The nominated ADR entity will act as an impartial adjudicator on disputes that arise between us and you only when:

a) you have made every reasonable effort possible to resolve the dispute before speaking to them – in practice this means that you should go through our own internal customer complaint process (set out above in this Section) before referring the matter to ADR; and

b) a deadlock regarding the resolution exists.

 
You need to contact them and make a formal complaint.

Make sure you say something along the lines of "This letter is a formal complaint" so there can be no doubt as to its intentions.

Say what happened regarding your play.

Say how you have been told different things by different people.

Say you have supplied them with everything they have asked for.

Say you are married and don't see why they are punishing you for this. 

Tell them their demands are excessive.

Tell them of your playing habits (infrequent/for fun)

Tell them of the undue stress they are causing you and any negative effect that may be having on your wellbeing.

Tell them the only outcome you will be happy with (payment in full)

By their own T&C they have 24 hours to acknowledge your formal complaint and 8 weeks to give you a final answer after acknowledging your complaint.

I suggest doing everything by email so you have copies of everything received and sent.

Use this email address:

[email protected]

 
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Depending on their final response you are either happy, or, have to go through an ADR service.

Either way you need to be prepared for the fact that it could take a few months in total.

 
I feel so sad for you redbomb,cant be easy mentally,doing your best and beeing treated like a criminal.PLEASE try to help solve this skylined or someone.

 
Casumo is a joke anyway, would never recommend anyone to play on that rubbish site when there are better alternatives. Just look at how hard they are trying not to pay someone who is obviously not a frequent gambler. People can defend them and shout regulations, money laundering but we can all see those are just bullshit especially against a customer that didn't hit the deposit trigger and doesn't gamble frequently. In the recent year or two (they used to be good) they are the only ones i've heard many bad things about in regards to SOW, no other casino or bookie comes close.

If anyone reading still wants to play on this, be prepared for some absurd requests such as 4 years bank statement from your friend that sent you 15 euros to pay for the lunch you paid first and also a notarized letter of verification from him that the 15 euros was for lunch payment.. even then it might not be enough  :)

 
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honestly im going to put in a complaint but i just feel so deflated its horrible this should be a happy time for me and my family but these checks and being lied to and everything else is o stressful

i told casumo that i was putting in a formal complaint and there response was "well if thats the road you want to go down then do as you see fit" like seriously what kind of messed up response is that.

i worked out ive spent £640 on casumo on two years but i got no questions asked i was allowed to put tht in but now i want to withdraw 26ki im being made to feel like im doing something wrong.

i also got told that they want bank statements from me for them two years i put the £640 in the confirm everything i have bought and every transaction ive made on my bank accounts like how is me buying food shopping in march really going tell them what they need to know 7 months later in november to when i won

i dont even use one of my bank accounts anymore because i switched to another bank but casumo have told me to contact the bank because they want statements of when i put money into my account

im seriously considering contacting the fraud team because they are asking for way too much information, dont they realise there was a pandemic and circumstances change its a joke and its stressing me out

 
Why don't you try to open a complaint on askgamblers?

They will do their best to help you. Explain everything, that you are a legit gambler, etc.

Usually there they pay more attention to the case because no one wants to keep a bad image.

 
Normally you have to go through the casinos internal complaints procedure before using an ADR service.

I can’t imagine it is any different at askgamblers.com

You could always e-mail them and ask though.

 
Explain your transactions for 4 years ? Thats ridiculous. I can understand they want to comply with AML , the fact that you already provided your husbands income proof should be enough. This is crazy , feel sorry for you . Hopefully you get the money soon .

 
@dirtystack I know you work in the casino industry and has great knowledge of how things work so just a question. I know that casumo had to pay huge fines in the past on the grounds of AML compliance. But the OP has only deposited 640 pounds over 2 years time . OPs husband has provided them the SOW proofs ,  I am sure anyone working in the UK could afford £640 over 2 years. I mean its not 640, 000 deposit to suspect it for black money. What do you think is casumo trying to acheive by asking OP to explain 4 years of transactions ? 

 
i herad that they also do credit cheks if the score is bad, the in thier ipinion u ara problem gambler

Haha my english🤦🏻‍♂️

 
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