Casumo fudging up happy customer

[aqua_pete]

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.

[Orzabot]

I am sorry to hear that, i remember reading your great comeback story. I love when that happens and happy to hear when it happens to other people. 

But this i can understand you 100% i know you still have your win and I am sure you will get it. But the waiting is so anoying, because there is no reason for letting you wait when your account has been veryfied multiple times. After you are verifyed then a cashout should always be done as quick as a deposit. 

Keep up the spirit, whatever you do please don't loose the money you have on casumo, you would feel so bad if that happend. 

[aqua_pete]

@orzabot Thank you mate. 

 

[aqua_pete]

Again contacted Casumo support. They can't do anything but the verification department is very busy. I know what busy means, this means understaffed and understaffed means not professional. Two weeks ago I needed to re-verify my ID (my old one expired) otherwise I couldn't play at Casumo (read deposit money). It took them less than 1 hour to verify (in their favour) now I want a cashout (in my favour) and it takes them over 50x as long.

[dirtystack]

The verification teams at casinos are, for the most part, a Monday to Friday 9-5 job for normal people, same with legal, same with compliance, same with accounting, same with whoever else.

If you send in something for verification, and it isn't 100% obviously fine, then the person who receives it is going to err on the side of caution and leave it until they can get confirmation from other team members on Monday. 

You are just another person, in the pile of things to do, that built up over the weekend.

It makes sense that they would let deposit and play quickly as there is zero financial risk to them in doing so and as such there is no potential professional responsibility/accountability for any employee at this point should something later be found to be something amiss. At this point just having received documents from you is enough.

When you get to the point where there is financial risk to the casino and professional responsibility/accountability for the employee ( when you cashout) they are going absolutely make sure everything is fine, maybe even wait until they have the case signed off and confirmed by their line manager/supervisor, someone authorised to do so. Now, I don't know many managers who work the weekends, if there is a manager about in the weekend he is probably 1 of the usual 10 working and he drew the short straw.

 

Should add that I'm not agreeing with this practice, or saying it is fine, just think people forget how the world operates outside of their own self importance.

Myself included.

 

 

 

[Orzabot]

I can add to this (not that it helps you, just to show how i think it should be on all sites)

 i was playing at a casino on saturday, i completed the wager during the night and made a cashout. 5 minutes later it got cancelled, because i had forgot to verify my account. So i send them my documents and requested another cashout and 20-30 minutes later i got two mails, first saying "your account is now completed" and second saying "your cashout has been aproved" I had the money in my bank today and it was done with a visa card. And that is almost how it works for me every time i play on a curacao casino, i avoid the scam sites. 

 

[dirtystack]

Curacao isn't as heavily regulated as the casinos with UKGC/MGA licenses- It's not the casinos who want all the verification/AML/SOF stuff, it is the regulatory bodies behind them. The casinos don't want to break regulations and face a fine or losing their license and it leads to a lot more red tape then the casinos in Curacao.

[aqua_pete]

@dirtystacks Sorry but their operator acknowledge they are working 24/7 at that departement. EIther the operator is lying or they are doing a shitty job. Both outcomes doesn't feel good for a Casino to play at. Rather play at a professional and trustworthy casino with high regards for their customers.

[dirtystack]

There will be minimal staff in the weekend, and unsociable hours, everywhere.

[aqua_pete]

If a casino knows about these regulations and knows that customers don't like that verification proces than you as a Casino you should anticipate to it and make that proces smooth and quick. Not rough and slow.

In 27/4 world, especially Casino's are understaffed in the weekends? More unprofessional behaviour.

 

[Adamski22]

Bloody hell so it's been couple of two days you waiting for money only and you put so much shit on casumo just cos of this?! Maybe they are seriously busy or they had some issues.however sounds like those 500 euro that you have won are your last money that you have thou.otherwise you wouldnt wait impatiently for those money to be in your account after couple of hours.epsecially when request been done on the weekend can't expect it to be there instantly all the time. I'm. Sure you will get your money. But take this advise mate..... Do not gamble with the money you can not afford to loose.plus casumo always was like this with verification process(take a bit of time) 

[dirtystack]

Casinos are owned by people with no interest in gambling, their staffing distribution is managed by accountants with no interest in gambling, the hours people actually in the casino is dictated to them by people who don't have a clue about gambling and who only care about profit and loss.

Businesses these days equate saving money with making money, staffing costs are the easiest expense to reduce.

None of the people who have any kind of control over the operation of the casino hold their individual customers in any kind of regard - they are just a number.

[vanHooff]

@aqua_pete it is well known that Casumo's  'source-of-wealth' checks can be rather rigid and invasive. (Google it if you like)

Otherwise, Casumo is a very nice outfit for most customers.

 

[pausefisk]

2 hours ago, Orzabot said:

I can add to this (not that it helps you, just to show how i think it should be on all sites)

 i was playing at a casino on saturday, i completed the wager during the night and made a cashout. 5 minutes later it got cancelled, because i had forgot to verify my account. So i send them my documents and requested another cashout and 20-30 minutes later i got two mails, first saying "your account is now completed" and second saying "your cashout has been aproved" I had the money in my bank today and it was done with a visa card. And that is almost how it works for me every time i play on a curacao casino, i avoid the scam sites. 

 

I can relate to this casino. Did my first cashout at around 21:00 CET a saturday night, uploaded all documents which is very well explained at the verification page, and 2 hours later my account was verified and withdrawal process instantly.

[aqua_pete]

What is this? This is the complaint department right? So I cannot complain over the fact that a casino destroyed my weekend and gave me stress. And some people thinking I'm gambling with money I can't afford. I'm complaining about unprofessional behaviour and I don't care if the company is for stakeholders.

A company not treating their customers with respect will go bankrupt, then the stakeholders will care.

[NudgeShuffle]

@aqua_pete The comments from @vanHooff are very true. You probably don't want to hear this but casumo appear to be the worst for SOW by quite some measure and there are some real horror stories.....forget waiting weekends.... people have been held to SOW ransom for months with some pretty outrageous SOW demands including asking for financial details of people that may have sent you money to your bank account. And of course....always always on cash out.

Please let us know how this story ends.

[Guest]

On 29/06/2020 at 18:06, Orzabot said:

I can add to this (not that it helps you, just to show how i think it should be on all sites)

 i was playing at a casino on saturday, i completed the wager during the night and made a cashout. 5 minutes later it got cancelled, because i had forgot to verify my account. So i send them my documents and requested another cashout and 20-30 minutes later i got two mails, first saying "your account is now completed" and second saying "your cashout has been aproved" I had the money in my bank today and it was done with a visa card. And that is almost how it works for me every time i play on a curacao casino, i avoid the scam sites. 

 

I think I know which casino is just by the screenshot. 😂

By the way many casinos due to covid 19 are stating that they are pretty busy etc so everything became slow. That's my experience for the last 2 weeks. Maybe I'm wrong. Only casino that's still pays me in under 3 minutes.(yes it exists) it's indeed a Curacao licenced casino.

[Slotplayer]

Good luck to the OP. Casumo is an excellent casino when it comes to slot selection, smoothness of the slots etc. but when you get to the dreaded SOW point they are a nightmare to deal with. Some proper horror stories can be read on the internet.

[SteveKent]

Hi Aqua_Pete,

sorry to hear you have this problems with Casumo. I feel like I have to step in and defend them a little. In my expierence they are by far the most trustworthy casino out there. My cash outs always take place within 12 hours, No matter of the amount (had 200 euro cash outs and 5000 euro cash outs in the past). Besides this they really offer great tools for responsible gambling and truly don't want anybody to loose money they cannot afford. I believe they were the first ones offering to lock your withdrawal as well. Since I found Casumo I don't need any other casino, and they never let me down. And have always been avaiable by chat withtin a couple of seconds.

 I hope the certification will solve quick, all the best!

[Rexxor420]

5 hours ago, queenofhouse said:

I think I know which casino is just by the screenshot. 😂

 

Of course you know which casino it is, because you can see the URL. 😂

[aqua_pete]

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.

[frankster200]

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.

[vanHooff]

13 minutes ago, 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.

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.

[HoseArcadio]

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???

[Guest]

9 hours ago, Rexxor420 said:

Of course you know which casino it is, because you can see the URL. 😂

I didn't see the URL. Cause I only saw the screenshot by not pressing it to view it wide opened. Haha