Dear Sir,
I would like to file a complaint against Casumo Affiliates which I have worked for over the last few years.
I have been its casino affiliate for a few years, and used to get regular payment of my commissions I made at that Casumo Affiliation program till June 2019 when it stopped paying me. It was supposed to pay me in the Middle of July
2019 for Commission generated in June 2019, but it failed to pay.
On 29/07/2019, I therefore contacted the above program via Skype and requested my commission to be paid. Mr Martin < surname removed >(named on the Skype) agreed he would ask his finance department to send my above commission of 2018.57 EUR
to my bank account to which they used to pay.
-On 19/08/2019, Because I had not received my commission, I contacted Mr < surname removed >on Skype again to inform him that I did not get a payment he promised. Mr < surname removed > replied on Skype as follows:
"finance will check again"
last we spoke they said they would re-process", etc.
Then I replied to Mr < surname removed > that:
"Don't send yet
As my bank name has been changed", etc.
I have copied part of the conversations as shown below:
Mr < surname removed > replied (I dopied the following messages from Skype):
"martin.casumo8/19/2019, 10:55:01 AM
the transfer did not work
martin.casumo8/19/2019, 10:54:53 AM
came back
martin.casumo8/19/2019, 10:54:51 AM
yes because it bounced
bulkmailservers8/19/2019, 10:54:47 AM
The balance still there
bulkmailservers8/19/2019, 10:54:32 AM
Not sent
bulkmailservers8/19/2019, 10:54:27 AM
I can see in my account,
martin.casumo8/19/2019, 10:54:23 AM
and finance will re try"
However, he did not mention when Casumo tried to transfer money to my bank account. At this stage, Casumo seemed to have received the money bounced back from being transferred to me; that was why he mentioned above. I attached a
copy of my whole conversions with Mr < surname removed > from Skype's .json file for your information.
-On 21/08/2019, I updated my bank account with Mr < surname removed >:
"here is my new bank details; my account number is still the same:
J Trust Royal Bank
A/C no. 3202506
Swift Code: TCABKHPP"
-On 22/08/2019, however, I realised the Swift code provided above was not correct, so I updated Mr < surname removed > with it:
"My bank was stupid to give wrong swift code. Deck media tried to send money to me, it was bounced back. I have updated my new bank details in my account. Please ask your finance to use them to do bank wire of my balance. Many thanks"
Then Mr < surname removed > replied:
"haha at least we found the reason", etc.
-On 09/09/2019, I contacted Mr < surname removed > on Skype again as no payment was received. I told him as follows:
"what has happened to my June payment now?
i can confirm that no payment has been received"
Then he replied to me:
"hey hey
we have some tech issues that delay the payment a bit", etc.
-On 16/09/2019, however, because I still did not get my commission paid, I messaged Mr < surname removed > on Skype:
"Any update of my payment?"
-On 17/09/2019, he replied:
"did you login to your account?
like i said really, there is a tech issue which block us from closing the month in the system we need to close the month before we can make payments
Martin Fredskov- Casumo Affiliates, 09/09/2019
i already told you the issue and the timeline"
"but that was due to your wrong bank details";
I replied:
"not really"
He replied:
"and when you updated then we had the tech issues",
"if your banking details are correct then you have been paid yesterday or today", etc.
I replied:
"its correct mate", etc.
He replied:
"then you have been paid", etc.
I asked him:
"let me know when I get paid?"
He replied:
"so for which months are you claiming to be missing?"
"July and August?"
I replied:
"June 2019"
"supposed to be paid in July 2019", etc.
Mr < surname removed > said:
"then please do as i ask you"
"so we can figure out if the bank is messing something up", etc.
and
"they are checking with the bank"
"as the money have been sent"
I replied:
"no pay in July for June commission", etc.
Then Mr < surname removed > replied:
"i guess you have to talk with your bank as this one have not bounced"
and he sent me Casumo's payment slip as a proof of Casumo' payment; I attached it to my complaint for your information. Based on that slip, Casumo was sending an amount of 2018.57 EUR on 16/08/2019.
After some arguments exchanged between me and Mr < surname removed > on Skype, he decided to send me a payment slip to prove that Casumo has sent a payment to me on 16/08/2019 which he did not tell me before (please read above for more details).
Based on my conversations with Mr < surname removed > on Skype, Casumo never resent my commission to my new bank account after failing to send it to my old bank account on 16/08/2019 (assuming Casumom did sent my commission on 16/08/2019).
-Mr < surname removed > contradicted his statement on 19/08/2019 and 17/09/2019 as follows:
On 19/08/2019, he said: "yes because it bounced"
On 17/09/2019, he said: "i guess you have to talk with your bank as this one have not bounced"
After some arguments between me and Mr < surname removed > , on 17/09/2019, Mr < surname removed > refused to deal with my request for the commission to be resent or paid; and he sent the following messages to me on Skype:
"I have read through your latest messages which look more like threats than normal communication which is reasonably expected in the course of business. I am reattaching the proof of payment effected in your favour on the 16th
August 2019. If the money has still not shown up in your bank account, you need to take this up with your bank, as I have previously explained. Neither I, nor any other colleague of mine at Casumo will communicate further on
this matter. Any further communication should be addressed to affiliates@casumo.com"
I have not sent a message to the above email as they will be the same people as Mr < surname removed > . I would rather contact a third party for help with my commission not being paid by Casumo.
-On 18/09/2019, however, I talked to J Trush Royal and asked if it received my payment from Casumo. J Trush Royal phoned me back and said it did not receive that money, and explained as follows:
If Casumo did sent money to my old bank account on 16/08/2019 as it stated, there are two scenarios:
a. The money has been bounced back to Casumo; in this case, it should resend to my new bank account;
b. The money is still held somewhere in the banking system; in this case, Casumo could track and retrieve that money back, and resend it to my new bank account;
c. The money sent by Casumo to non-existing bank account wont be missing; that was what J Trust Royal told me
I believe Casumo uses my incorrect bank detail as an Excuse not to pay me my commission generated in June 2019.
I attached the followings:
1. a copy from SKype .json file of my whole conversations with Mr < surname removed >
2. AnZRoyal bank statement
3. J Trust ROyal Bank statement which has the same bank account number as AnZRoyal Bank account
4. a copy of payment slip from which Casumo claimed to have sent money to my bank account - I cannot attach doc or txt file as your system does not allow. How can I attach it? Or can I send it by email later?
I look forward to hearing from you soon.
Regards
Thon < surname removed >
Hi
It looks like you messed up a bit on your side here with the bank, and because of that everything was delayed. - The August payment was delayed for all affiliates as they had some issues. I’m sure you will receive both your payments now soon. Because of the technical issues, they were unable to process the previous month, until now as well
Dear Sir,
Thank you for your support.
Yes, I agree that I messed up with my bank due to bank changing its name earlier than what it advised me - it is supposed at the end of August 2019.
However, the money was bounced back to Casumo; that was what it Mr < name removed > told me on 19/08/2019. But on 22/09/2019, he said it was gone to my bank and told me to check with my bank.
Because Mr < name removed > refused to pay me; I have argued with him before he sent me the following last message:
"I have read through your latest messages which look more like threats than normal communication which is reasonably expected in the course of business. I am reattaching the proof of payment effected in your favour on the 16th
August 2019. If the money has still not shown up in your bank account, you need to take this up with your bank, as I have previously explained. Neither I, nor any other colleague of mine at Casumo will communicate further on
this matter. Any further communication should be addressed to affiliates@casumo.com"
I can send you the full conversions I had with Mr < name removed >, but your website does not accept txt or doc files?
I look forward to hearing from you soon.
Regards
Thon
Dear sir,
I have emailed all documents to support@askgamblers.com, which are required for my complaint.
I look forward to hearing from you soon.
Regards
Thon
Hi Thon,
We appreciate that you might feel aggrieved and you are well within your rights to speak about this openly.
As has been communicated to you in writing, we have confirmed with our bank that the payment was effected from our end and we provided you with documentary proof attesting to this.
It seems that the issue resulted from incorrect bank account details that you provided to us when you changed banks.
We are now in a position to effect the payment again from our end, but we need you to provide us with the correct bank account details.
Thanks,
Casumo Affiliates
Dear Sir,
Thank you for your prompt reply.
First of all, please accept my apology for some messages on Skype which might be abusive or offensive; this has happened when I was very upset.
I have provided correct bank account last month; it is a new bank account; not from the same bank. The name of new bank is Foreign Trade Bank.
Please also note that its details (account number, Swift code, etc.) are correct as other organisations have transferred money into it successfully. That new bank account was updated last month in my account on your website. However, if you still have issues with transferring money into it, please do let me know.
I look forward to hearing from you soon.
Regards
Thon
Hi Thon,
We will process the payment again today, using the information provided in your account as of today. If you need a new proof of payment, please reach out to affiliates@casumo.com and we will send it over to you.
Regards
Casumo Affiliates
Thanks, and hopefully it will go through this time
Dear Sir,
I can confirm that I have received the commission mentioned above.
Many thanks
Thon
AskGamblers
Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.
Thank you all for your cooperation.
