Casumo fudging up happy customer

Status
Not open for further replies.
Hello Guys,

Thanks for your replies. I was little shocked when I saw the stories of people, dealing with SOW stuff of Casumo. Happily I can tell you everything is okay and the money is on my bankaccount.

I know that Casumo is trustworthy but on the other hand they left me hanging for days, feeling stressfull and unhappy, they even didn't reply to my complaint.

And like I said, before this incident I thought he highest of Casumo but after this...I won't play at Casumo anymore. More than enough other legit and trustworthy casino's. I think Casumo dropped the ball here for me.

 
I dropped casumo last month. All of a sudden I could no longer LOCK withdrawals. And previously when I locked a withdrawal on casumo, it got processed within 30 minutes of the lock. 

After the ability to lock was gone, they suddenly starting taking over 24 hours to approve. Read into that what you will but to me that lost my trust after having previously rating them very highly.

 
frankster200 said:
I dropped casumo last month. All of a sudden I could no longer LOCK withdrawals. And previously when I locked a withdrawal on casumo, it got processed within 30 minutes of the lock. 

After the ability to lock was gone, they suddenly starting taking over 24 hours to approve. Read into that what you will but to me that lost my trust after having previously rating them very highly.
Click to expand...
I think this is because of Casumo following a new UKGC guideline:
f)        Prevent reverse withdrawal options for customers until further notice.
https://www.gamblingcommission.gov.uk/news-action-and-statistics/Statistics-and-research/Covid-19-research/Customer-interaction-–-Additional-formal-guidance-for-remote-operators-during-COVID-19-outbreak.aspx 

No reverse withdrawal = no lock withdrawals.

 
I unjoined Casumo few months ago. Being with them for almost 4 yrs when i deposit total amount of 55k. But since January thy keep askking me for more and more and more documents like where i get this money to gamble^^ and holding my withdraws till i copy my payslip from work. It its only me or its to much to ask from casino???

 
I never understood the way Source of Wealth and Source of Funds works. 

If they did all that when you made the account and before you could make a deposit then it would all make sense to me, but to ask for all that stuff when you want to make a cashout is not logical to me. If it is made to protect the player, then they are doing it wrong. 

If they asked for you to complete a verify of your account before you are able to deposit then i could respect the system

 
Similar position to the OP here. Was verified 2 months ago (not SOW) but address and ID. Done this very quickly as could't deposit or play. So, played over last couple months, probably few thousand deposited with not so much as a question/SOW request. Made a withdrawal request recently for 1800, and suddenly 36 hours later after not processing it came the SOW requests (proof of income, payslips, bank transactions)....

It says however I can continue depositing and playing, yet cannot withdraw whilst this is not completed. Well, for me all transactions should be stopped when ANY verification action is in place, not just withdrawals. Now I see where Casumo's loyalty lies. It's not with their customers. If it was and you were unsure of my source of wealth, you'd stop me depositing also. 

Needless to say, everything sent. And my source of wealth? 22K in withdrawals from Pokerstars in 2 months with not so much as a squeak asking for anything. In fact, all my withdrawals with Pokerstars processed within 30 minutes and in my account within 24 hours. 

I look forward to getting my money and closing my account. 

 
I'm in the same boat with Casumo. They told me on live chat that the verification team work 24.7.

I'm really unhappy .... its been 4 days and I'm awaiting 750 in withdrawals. Surely they can't cancel my withdrawals?  Been with them for years. 

 
Slotborn said:
I'm in the same boat with Casumo. They told me on live chat that the verification team work 24.7.

I'm really unhappy .... its been 4 days and I'm awaiting 750 in withdrawals. Surely they can't cancel my withdrawals?  Been with them for years. 
Click to expand...
No they cannot, and as far as I am aware, they can't close the account and not pay out your remaining balance. Any money left in your account (apart from bonus funds or funds wagered incorrectly) is yours and cannot be withheld from you. Casumo are playing funny games with peoples money. Taking from your source of wealth easily, yet making it difficult to get back.

 
I'm in the same boat, played one night and won then the next day a verification e-mail arrives and withdraw remains pending. It is a bit wrong that they will still accept deposits while knowing there is a chance that the player might never get paid out when an account goes under verification. They might have it covered in the T&C's so they can do that but morally it doesn't strike me as a good thing to do.

I can only think its because they got that big fine a year or so ago and the UKGC are coming down on them hard compared to what they recommend to the other casinos to do, so things have got so stringent there. Having played there for a few years before and having good experiences with the customer services every time, i'm pretty sure they don't want to be hassling people so hard given the choice but that's how its become there, it's just a shame how things have worked out for casumo because alot of streamers used to play there and now no one seems to....

 
Last edited by a moderator:
Casumo is a great casino all round.  Sadly they have had major problems with fraud and have stacked up the fines as a result of this are playing it very carefully.  I've never had a problem with them,  however I will never play there anymore.

What I don't understand is why don't casino's prevent a deposit in the first place if there is a problem with verification/SOW ?  I think it's absolutely wrong that you can deposit £100,  however when it comes to withdrawal they say 'send us your info'

I had a problem with Calzone last year,  deposited over 3k in 6 months,  withdrew several times no issues,  then one day tried to cashout £300 ish and they said send me your info.  Which I did and they rejected it for no reason given,  tried again... same result.  Ended up just blowing the 300 out of rage and closed my account.

Should we be allowed to see the casino's bank statements and SOW? ....

 
Orzabot said:
I never understood the way Source of Wealth and Source of Funds works. 

If they did all that when you made the account and before you could make a deposit then it would all make sense to me, but to ask for all that stuff when you want to make a cashout is not logical to me. If it is made to protect the player, then they are doing it wrong. 

If they asked for you to complete a verify of your account before you are able to deposit then i could respect the system
Click to expand...
Hello @Orzabot Well here is the problem. If a casino starts asking new registered players for their source of wealth it's going to be a very long process for them to be verified and play the same day. It's a no-no move for casinos because its a loss of time (for casino)  Also it's a rule that only MGA applies to the licence holders which (the rule) can be expanded due to the generic meaning behind it. This means that online casinos that work under this rule can let players deposit and win or lose. Most of the times the source of wealth will be asked to very active players( 4-5 digit deposits) and the reason behind it is the one and only anti money laundering policy. Well it's because Malta is part of the MONEYVAL and OECD. 

 
@aqua_pete There have been numerous problems-complaints with loyal players and online casinos. You will get your money if you don't cancel it. But I do find it preposterous in 2020 for a such highly promoted casino to be stalling payments so much. I really don't know how casino works or if it offers vip privileges but if you are one then it's double crazy to wait so much. I'm saying this because I happen to be a VIP in an online casino and I get paid in 2 minutes no lie no stall no nothing. ( No joke I got the proof) 

 
aqua_pete said:
Dear CG friends,

If you asked me 2 weeks ago, how would I rate Casumo, I would say that it's one of the best casinos there is. I was a very happy customer for over 4 years at Casumo before this weekend. Now they screwed it up so much that my mindset is now that they can fudge themselfs. They completely destroyed my weekend and stil are doing it.

The story. Last friday evening I've made a great comeback (you can read about in the Epic Win section of this site). Came back from €0,70 to a €500 cashout. Normally takes a cashout at Casumo not more than a couple of hours but lately that changed in more than 12 hrs. Are they having problems with liquidities? Extra warning then. Suddenly they want verification. I just reverified just two weeks ago because my old driverslicense was expired and I send the copies of my new one. This verification took less then an hour.

Now they wanted my source of wealth and my proof of bank (again) at that moment almost 24hrs has passed since my cashout request. Under protest and feeling annoyed, I send in the copies as quick as I can on saturday afternoon. Now almost 48hrs since that moment, still no conformation. Still pending, while they show a frase on the screen "Your documents will be reviewed shortly."

Obvious this is a lie because Shortly is already gone in the rearview mirror and isn't visible anymore. So when a casino is lying , you can't trust them anymore. My trust is gone, they destroyed my weekend that started so joyfully with the comeback. I won't forgive Casumo for that and I will close down my account after receiving my money.

And I will say to people that want to join Casumo, DON'T !

And to other happy Casumo customers, LEAVE! They fudge you!

Thanks for reading this.
Click to expand...
I was gonna stat a new thread about the exact same thing, But as you have done it mate i will just add here.

I have been a depositing player at casumo for around 3 years. I cashed out a pocksy £100 just a £100 from a £10 deposit.

I wait for a day then receive an email stating that.. hey its time to verify your account. ( all happy like they say it to wind you up )

They asked for source of wealth i told them that i work, So they asked for payslips and bank statement. I am self employed so dont get payslips ( TBH its none of your fucking business how much i make ). I sent it to them, no reply for two days then they tell me my name needs to be on the bank statement and that proof of job is not acceptable.

Now they want a headed letter from my employer and there address and phone number. ( I dont really want my fucking boss knowing i play slots on the fucking weekend or even if i did what are they gonna do call them and ask if i work there coz  want 100 pounds ? )

They sent me an email today, Its now been 4 days, They are now saying... We are currently experiencing high volumes of calls.... we will get your documents reviewed as soon as possible and notify you via email... ( heres the best bit ).. We have 30 days to get this done together, During this time you are welcome to continue depositing and playing at casumo. You fucking dirty bastards.

Just to state to the casumo rep here at casumo, My name is burhan karasalih you will find my account and verify that im not lying.

I really hope they decide not to pay me so i can take the fuckers to court and sue them for another 5 million.

If i never withdrew i wonder how long they would have let me deposit for before asking to verify source of wealth. Im guessing NEVER.

Im fed up of these fucking casinos, Cant even withdraw you winnings no matter how shitty and small they are.

 
Last edited by a moderator:
Teamkayenne said:
Hello @Orzabot Well here is the problem. If a casino starts asking new registered players for their source of wealth it's going to be a very long process for them to be verified and play the same day. It's a no-no move for casinos because its a loss of time (for casino)  Also it's a rule that only MGA applies to the licence holders which (the rule) can be expanded due to the generic meaning behind it. This means that online casinos that work under this rule can let players deposit and win or lose. Most of the times the source of wealth will be asked to very active players( 4-5 digit deposits) and the reason behind it is the one and only anti money laundering policy. Well it's because Malta is part of the MONEYVAL and OECD. 
Click to expand...
If the casino were forced to verify a player before he/she could make a deposit, then i am sure then casino would verify players account within hours. 

 
So, still waiting on Documents being verified. I uploaded these 7 days ago. The only document they have verified was my debit card, still waiting on the SOW documents and "Other documents" being verified. Keep at it Casumo, I am sure you are starting to look really good for new customers. 🙄

 
I may have found a loophole to bypass this. I contacted the documents department through their email about it. Never mentioned I had a pending withdrawal. I just said that I had uploaded the documents 7 days ago and these still haven't been verified apart from my card and previous id and address verification. They replied to say thanks for verifying your account. I can see your card, id and address details have already been verified, I have now processed your withdrawal for you. The SOW and other documents are sent to a different department for verification and will be verified as soon as possible.

So looks like they didn't need the SOW documents to process the withdrawal.

 
The complaints are stacking up for casumo - seems to be pretty endemic. For UK players I think this will likely grab the attention of the regulators.

I'd be pretty concerned right now if they were stalling me. It's not beyond the realms of impossible they don't have the money to pay out hence all the stall tactics.

 
NudgeShuffle said:
The complaints are stacking up for casumo - seems to be pretty endemic. For UK players I think this will likely grab the attention of the regulators.

I'd be pretty concerned right now if they were stalling me. It's not beyond the realms of impossible they don't have the money to pay out hence all the stall tactics.
Click to expand...
It makes sense, stall all withdrawals till players reverse and lose it all.

@CasumoRep can you not shed some light and speak up for your company.

I tell you this for free, my withdrwal is only 100 pounds .. if it was 2k i would be pretty worried.

Once i get my 100 i will exclude myself for life from them. FACT

 
Status
Not open for further replies.
Back
Top