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Casumo Casino - Account verification ended up in my account being closed and delayed £130 withdrawals

Complaint Info
Disputed casino Casumo Casino
Reason Delayed payment
Amount £ 130
Posted on July 6, 2020

Hello there,

I have deposited thousands of pound into my account for many years in Casumo.

I have had my account verified and when I lastly deposited an amount of £10 and requested a withdraw of £90(won) - I ended up getting a document verification request. Which I have submitted and in the meantime while waiting I deposited another £10 and requested a withdraw request of £40(won).

After 5 days of waiting and endless amount of chat requests. I have received an e-mail saying:

Casumo account verification
We were not able to verify some of your uploaded documents. Please log in and check the account verification tab for more info.
Check out why the UK Gambling Commission thinks identity verification is so important

And why gambling companies sometimes need to ask for more details around your finances

Hours later:

Hi Ali,

I hope this email finds you well!

In order to create a safe and secure gambling environment and in line with regulations, we are regularly reviewing accounts, taking into consideration any source of wealth you have provided and comparing that to the level of spend on your account.

We also need to take into consideration, your affordability which means looking at your income and any regular expenses that you would need to meet on a monthly basis.

We have reviewed your account and based on our calculations your are spending more than your monthly affordability. For this reason we have closed your account from our end to ensure that gambling at Casumo does not become a financial burden in the long run.

We do understand that this is not the outcome you’ve expected, however, it is an action taken with your best interest in mind.

The following link to the Gambling Commission website provides a bit more information o this matter http:/­/ww­w.g­amb­lin­gco­mmi­ssi­on.g­ov.uk­/fo­r-t­he-­pub­lic­/Sa­fer­-ga­mbl­ing­/Wh­y-d­oes­-a-­gam­bli­ng-­com­pan­y-w­ant­-to­-kn­ow-­abo­ut-­you­r-f­ina­nce­s.aspx.

I have come to realise that reviews on Trust for the past few days were also negative - as almost the majority of the gamblers were requested to submit a document and ended up in the situation I currently am.

I requested a withdrawal of £130 to my account via chat and sent an e-mail in regards this and no reply, whatsoever.

I really hope that Casumo will be able to sort this out and I will be more than happy to choose another Casino to spend my earning at.

Posted on August 23, 2021

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Casumo Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on August 25, 2021


First of all, we sincerely apologize for not getting back to you on this one - I understand how frustrating that must be, however, please rest assured that we have a new team handling complaints now who are more than happy to help you with any challenges you may be facing.

From the sounds of it, your account was previously closed due to affordability. We perform affordability checks to see if players play within their monthly affordability, as we do want to make sure players do not use funds they cannot afford to lose. This is why we ask for a payslip showing the regular monthly income and also a bank statement showing the incoming wages. Despite not depositing high amounts, we do want to make sure all players are comfortable with their spend.

These decisions are made with your best interest and wellbeing in mind and are based on guidelines from the UKGC.

As I cannot look up nor discuss account specific details through a public forum such as AskGamblers, I'm afraid I can't see the current status of your account, however, I do hope that your funds have now been successfully received.

If you are still facing any issues, please do not hesitate to get back in touch.

Wishing you all the very best,


Posted on August 25, 2021

Dear @alivalentin,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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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