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Casumo Casino - 3000 euro withdrawal canceled

RESOLVED
Complaint Info
Disputed casino Casumo Casino
Reason Declined payment
Amount € 3000
Posted on October 16, 2021

On 11 of October, I made 2 withdrawals from Casumo casino one of 600 euro and another of 700 euro.

My account was fully verified before these 2 withdrawals, but still, Casumo asked to provide them with extra verification.

Even despite we all know The verification process is a one-time procedure I send Casumo the extra document they asked and they approved it.

They processed the withdrawals and I got my winnings.

On the 13 of October, I made a withdrawal of 3000 euro, and again there asking for verification. So every time I'm making a withdrawal Casumo asks for some kind of verification. I again send them the things they asked, they approved again, but this time the withdrawal is canceled, even despite I used the same deposit method where I already received funds from them, nothing has changed but they just put again new account verification. I tried many hours to solve this with just me and Casumo, but now I'm asking AskGamblers for help because this is absurd.

As you can see in the pictures attached how many times I've been needed to verify the account again, again and again.

AskGamblers
Posted on November 9, 2021

Dear all,

This complaint has been reopened as per Casumo Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on November 10, 2021

Hi there G4ODE,

Hope you are doing well and thank you for taking the time to detail your query for us.

All online gambling operators such as Casumo follow strict regulations set by several governing bodies. We are also committed to providing a secure and safe gambling environment where protection of your funds is always a priority. In order to do this, we sometimes need to obtain information in addition to our regular “Know Your Customer” security checks.

We understand that this process can be a tedious one to get through and unfortunately, it is not a one time process. We do apologize for any delays you have faced throughout the process, however, we are legally required to request additional documents at different stages of our relationship together.

I do hope your issue has since been resolved and your funds have been received, however, if you are still facing issues please don't hesitate to respond to this complaint or hop into our live chat at your earliest convenience and we'll get this sorted for you.

Wishing you all the best,

Casumo

AskGamblers
Posted on November 10, 2021

Dear @G4ode,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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