Casumo Casino - Wont pay my winnings

RESOLVED
posted on July 10, 2015.

hi open an accoutnwith casumo last nite deposited 80 euros in all and won 800 euros . they are now refusing to pay my winnings as they said i had told them of my gambing problem last year . my problem is that they told me that if i had of lost they wouldnt have refunded my deposits but now that i have won they wont pay my winnings only refund my depsosits ,thus it is a win win situation for casumo ie if you win deposits paid back if you lost nothing returned . How can this be fair . i feel that if they dont give deposits backif you lose they should not be allowed to keep winnings if you lose please help this what they said
Casumo
Jul 10, 2015, 04:50PM

That's our new terms which were updated after you asked us to exclude your account.
No, if you have deposited and spent your money and experienced a product for your money, there will be no refund.

Jacques
Casumo Ambassado

posted on July 13, 2015.

Hi,

I’m sorry about this situation. I will explain the reason behind it, while as I am sure you understand I can not go into any specifics about yours or anyones account on a public forum. What it comes down to in the end is simply that you are not allowed to open up and play with more than the one account. This is in all circumstances, no matter if the previous account is closed or not and no matter what the reason behind closing the account is. There are different methods we use to try prevent this from happening as it obviously is not a good experience for anyone, but in the end it is your responsibility to follow the terms and conditions that you agree on when creating the account. In them it clearly says that only one account may be opened and used.

In this case based on the description you yourself made here you have been refunded the deposits you made, which we then have been able to do since the funds were not lost and still in your account. It would not make sense to keep them then, while being unable to pay out any winnings. Had they been played and lost already on the other hand we would not have had any funds in the account to refund from.

Should you have any more questions or would like to speak more about the details of your account, don’t hesitate to contact us about it. You are more than welcome to come by our chat or send us an email at [email protected]

Regards
Tobias

posted on July 16, 2015.

Just becase something is in your terms abd conditions does make it law i fa t it could be breaking the law . Aslo you told me in the email you sent me that my account was closed as i had a gambling problem not that i had more than one accouny. Thus what you are saying is if a player with a gambling problem is able to rwgister abd win they get their deposts back but if they lose they loae their deposits. This is a win win situation for casino but not for the player it is a lose lose situation thus i feel that as casumo allowed me to register they didnt take reasonable care thus all my money including winnings be returned to me. You are just trying to play this in your favour. You cant just keep changing what you saying . This money is clearly mine please return it all

posted on July 16, 2015.

Hi,

What is said in our terms and conditions are in fact the rules that are to be followed in our casino, and we are obliged to keep up our responsibilities in them just as you are. Regarding our previous contacts it sounds like we simply have described your case to you in a way that more relevantly applies, but as we explained in our previous reply here the outcome would have been the same no matter what the reason for creating duplicate accounts would have been. This time, based on what you are writing, we have needed to take action since you last year closed your account and informed us about a gambling problem and since have opened up a new one where you have been playing.

I do fully understand that you are not happy and in no way is this a ”win” for us either. As said we do have measures to try and prevent opening of duplicates account and we do not allow anyone to do this, but unfortunately there may be cases when you are able to go around this and where we are not able to detect it straight away. We do however inform about this rule when you create the account.

Should there be any question marks about this still, you are of course more than welcome to raise it here but if you would like us to be able to take a closer look at the details of your account and give more precise information you will need to contact us personally though live chat or email.

Regards
Jenny

posted on July 17, 2015.

so no matter what this has been a win win for you if i had of lost it would have been better for you. As i have said before you change it to suit yourself if i had lost i would have lost and i won but istill lost. This to me seem to be illegal to me????

posted on July 17, 2015.

Hi again,

I'm sorry but at this point it seems like we have ended up going in a circle. As I have said the outcome of this is not ”illegal”, it is done all according to what is said in our terms and conditions that you yourself have accepted. If you did not take the time to read them before you accepted them, please have a look through them now instead and you will find all of this information clearly stated there as well.

Regards,
Jenny

posted on July 19, 2015.

As i said before just becasuse something s in your terms and conditions doent make it legal

posted on July 20, 2015.

hi it says this on you terms and conditions
Casumo may at its discretion void all the bets that have been placed in the duplicate accounts
and
all betting accounts you try to open may be blocked or closed and any bets may be voided
you keep saying may be so i take this to mean if you win we return deposits but if you lose we will keep deposits. Is this true? As this is what you have done to me .

posted on July 20, 2015.

hi it says this on you terms and conditions
Casumo may at its discretion void all the bets that have been placed in the duplicate accounts
and
all betting accounts you try to open may be blocked or closed and any bets may be voided
you keep saying may be so i take this to mean if you win we return deposits but if you lose we will keep deposits. Is this true? As this is what you have done to me .

posted on July 20, 2015.

Hello again oooo1111,

The reason to why it's written "may" is simply because we don't enforce all rules in each scenario.
The universe is not black and white, we consider it more to be a grey area where common sense and reason ought to lead the way to conclusions when dealing with fellow Casumos.

Please contact us through [email protected] so that we can help you and discuss personal details regarding your account while assisting you.

All the best,
Casumo-Jack

posted on July 20, 2015.

Emailed them and as they asked got this respone to my emails you need to read from the end up

No not all other casinos . you knew i had had a previous account and that i had a gambing problem but was still allowed to register and gamble thus i fel that you have to take resposiblity for this as you said if i had lost i would have lost so it should be the same the other way around if i win i should win not a in win situation for you . As you say in your term and conditon Casumo may at its discretion void all the bets that have been placed in the duplicate accounts . So i feel that you dont have to void bets if you dont want to.
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Casumo
Jul 20, 2015, 09:13PM

We can't prevent people from registering an account. All casino's operate this way since it is not possible to prevent.
Do you have any other queries for me?

Thank you in advance,

Jacques
Casumo Ambassador





Jul 20, 2015, 08:04PM

As i see i didnt make the mistake you did it was your fault that i was allowed to reguster. You should have taken steps to stop me and others from been able to register but you havent thus its a win win for you and not for the player. You allowed me to deposit thus i should be able to get my winnings as well .





Casumo
Jul 20, 2015, 07:32PM

I will reply there as well . I have given you all the answers, it seems like you just don't want to admit your mistake.
Good night.

Jacques
Casumo Ambassador






Jul 20, 2015, 07:29PM

You asked me email true help to discuss my account now you are asking me what my question is . Looks likea i will have to go back to gamblers and post your email to let people know how you are muching me around.





Casumo
Jul 10, 2015, 08:37PM

Hello again

I have already replied to your email Annette, you turned to AskGamblers after I gave you that reply.
Do you have any queries about the emails I've sent to you?

I have replied to your questions about the account and need another question to be able to assist you.
You have been notified why we can't help you further in your request.

Looking forward to any questions so that I can help you in the best possible way.

Thanks in advance,

Jacques
Casumo Ambassador





Jul 20, 2015, 06:37PM

Hi jack am replying to you true help . Well what do you need to discuss.

posted on July 21, 2015.

Hi again,

It seems like we will get no further in this matter and while I’m sad to see that we have not been able to reach an understanding I will with this post need to call the matter closed. I will not follow up with any new replies as we already have given you upright and honest answers to your questions and provided you with the background to this decision. The terms here are very clear. Of course we want playing with us to be a positive experience and this we aim for every day, but in order to keep that up we need your help as well to inform yourself of the agreements you choose to enter in to.

I wish you all the best in the future.

Regards
Jenny

posted on July 21, 2015.

Looks like they wont admit they re in the wrong . their terms and conditions re set out in a way that every situation comes up in their favour .

AskGamblers
posted on August 3, 2015.

After examine all the facts considering this complaint, we can conclude that casino act in this case according to MGA regulations regarding gambling problems.

@oooo1111,
Did you received your deposit back, can you please confirm? Thank you.

AskGamblers
posted on August 7, 2015.

@oooo1111,
Did you received your deposit back, please confirm?

AskGamblers
posted on August 10, 2015.

According to MGA requirements, as soon as casino knows about problem gamblers who somehow managed to open second or more accounts at their brand or any other brand operating under the same license, the operator is obliged to do all the necessary which would put both sides into the initial position, e.g. players deposits are refunded, casino does not make a profit.
Based on these requirements we consider this complaint resolved. Player deposit was returned.