Casumo Casino - Delayed Payment

RESOLVED
sarbear194 Australia
posted on July 27, 2016.

I'm still waiting for a payment from Casumo Casino. Cute little casino, paid well and have cool and high paying tournaments, BUT...I made a withdrawal on 26th June 2016 and I'm still awaiting payment. I believe the problem could be my bank don't accept international funds and Casumo had sent my winnings as Euro dollars. I'm a bit dissapointed with the not so positive or reassuring responses and communication received from Casumo to date. I actually got my first apology by email yesterday as far as "sorry for any inconvenience". They said someone will be in contact with me around the end of the week but I'm not confident anyone will be in contact I feel that they have given up on me and this case. I like the Casino and enjoyed it thoroughly but I would suggest to Australian players to steer clear of this one as they told me in the first email after I made my withdrawal that they had problems sending money to Australian bank accounts. Just submitting this complaint in the hope that it speeds up the process a bit as it seems they aren't really worried about when i am going to receive the money I won, which was only 500Euro. I have received over $3000 before from Malta casino within 3 days new account deposit. I don't understand why this is so delayed at 1 month later and still waiting.

posted on July 28, 2016.

Hello there friend,

We are available in the chat and emails to help you out :)
These are the waiting times for our different withdrawal options:
VISA
1-3 business days after approval
Moneybookers
instantly after approval
NETeller
instantly after approval
All banks
1-3 business days after approval

When did you get your confirmation that it was sent?

We make Australian withdrawals manually, so they can take some time from our end.
However, I can see that we don't have any queues so we are ready to help you out but we can't do it through AskGamblers.

Please contact us through [email protected] so that we can help you get your winnings asap.

Enjoy your day and stay wonderful! :)
/Casumo-Jack

sarbear194 Australia
posted on July 28, 2016.

To Casumo,

thank you for your reply, in answer to your question, I received notification that my withdrawal was forwarded to the finance team for which they will process shortly on 27/6/2016, I didn't receive any further correspondence until I sent an email requesting an update which was 11/7/2016. I had a fair bit of correspondence in between then and last week which I appreciated but I hadn't heard from anyone since 19/7/2016 until I requested a further update this week 26/7/2016 rather than anyone contacting me to let me know the progress. I have felt that even though instructions were received by my bank, there was still no real follow up on your behalf to ensure the quickest possible way to send the funds, I have had to make all the phonecalls and find out what is going on instead of your team following up for me. I would appreciate some attention and priority on this matter. I'm still not convinced the withdrawal will be paid anytime soon and I still am unsure of why there has been so much complication in receiving the payment when this has never been an issue from overseas payments previously. I hope this at least helps you to improve the current system for the future as I enjoyed your casino and would really like to play there but I'm not feeling confident that it is a possibility.

posted on July 28, 2016.

Heya,

First of all i apologise for the long waiting time and frustration you've had with this.

As this is public forum i cannot go to any details so I would kindly ask you to contact us through [email protected] or chat so that we can sort this out asap. Thank you.

Have a wonderful day!

Kind Regards,
Casumo-Emma

sarbear194 Australia
posted on July 30, 2016.

Hi Emma,

I contacted the above address and received a reply from the Casumo Ambassador, he said someone will contact me when they have further information. He seemed annoyed to hear from me. After such a response it's probably best I don't contact [email protected] unless, as he said, there is some further information that you would advise I'm required to.

Should you have any information or need to contact me please reply to this post or contact me direct to my email as supplied under my registration.
Thanks,
Sarah.

posted on July 30, 2016.

Hello again Sarah,

I'm afraid this type of issue can't be settled through the forum, although you are more than welcome to contact us at [email protected] so we can proceed helping you out asap.

I'd like to point out that we probably are the quickest ones in the business when it comes to withdrawals.
As mentioned, contact us so we can help.

Have a good one miss,
Casumo-Jack

AskGamblers
posted on August 6, 2016.

Dear @SARBEAR194,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.