Casumo Casino - Refusing to pay out and provide evidence why

RESOLVED
Andyc24b United Kingdom
posted on November 2, 2016.

I deposited and accepted Casumo's new player welcome offer and after some good luck, ended up with a total of £393 to withdraw. However, Casumo then Emailed claiming the following :


' However after further investigating your account we have found strong links to other players also making use of the welcome offer.
This is a clear breach of our T&C that you have agreed on. Consequently we have removed all winnings since they were generated with a bonus from the welcome package.'


I have not to my knowledge breached any of those terms and conditions, and Casumo will not tell me what these 'strong links' are, or what the alleged breach of T&Cs is or give me any further information, just claiming that 'This decision is final from the Payments and Fraud department'.

As Casumo refuse to provide any further details or evidence, I can only assume that they do not actually have any and that this is a cynical attempt to avoid paying out my legitimate winnings. They have returned my initial deposit to the account; however unless they can prove their allegation that I broke the T&Cs, then I feel that they should be required to pay out the full winnings.

posted on November 4, 2016.

Hello ANDYC24B,

As this is a public forum, I'm sure you understand that we will not, and can not discuss a specific decision in detail. From what you are writing I can tell that we have given you all relevant details for the reason behind our decision and have also advised you on how to seek an alternative resolution. This kind of decision is never made on lights grounds.

AskGamblers
posted on November 4, 2016.

AskGamblers Complaints Team have been provided with information and evidence on behalf the management of Casumo Casino sufficient enough to confirm the fact that player opened more than one account and claimed bonuses with both of these accounts. Player by these actions violated the following casino and/or bonus terms:

"3.2.2. Only one Account for each household, IP address and computer device is allowed. If two or more users share the same household, IP address and computer device, Casumo must be informed by the respective accounts’ holders.

6.7. Bonuses/free spins at Casumo can only be received once per person, household, IP address (including shared networks), device and/or credit/debit card number or any other deposit method used. Risk-free bets on any games do not qualify for Casumo’s wagering requirements. We reserve the right to close your account and confiscate any existing funds if evidence of bonus abuse/fraud is found."

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.