Ag Awards

Casumo Casino - Casino is not paying out

Complaint Info
Disputed casino Casumo Casino
Reason Delayed payment
Amount € 900
Avelinapau Norway
Posted on November 8, 2019

ihave still not recieved any payments from casumo, their replies are alll the same -soon as billspay replies them they will know what to do .
my first withdraw was on 22.september. and another one wthing a couple weeks of the first.this is my reply to the mail approving my withdraw. saying spend the Money on something spesial. , 1 and a half months later. still no Money.
*PS! i also have a withdraw of 900 euros a couple of weeks later(see screenshots)

Posted on November 9, 2019

Hi there.

We can stress that it is absolutely never our intention to delay our player's withdrawals or spoil their enjoyment of Casumo in any manner. We always try to have their winnings safely in their accounts as soon as humanly possible. On very rare occasions, issues arise that are out of our hands, and we have to work closely with payment providers and financial institutions to ensure it's resolved to our player's satisfaction.

We are disappointed with the length of time this particular issue you mention here has taken (a number of country-specific players have been affected) but we are beginning to see results from our payments team's investigative work.

While we cannot address your account specifically in an open forum, we understand that it's frustrating for a player being at the mercy of a third party, but we are confident that your issue should be resolved soon.

We can assure you that our payments team are fully on these cases, and our full resources are behind getting a satisfactory resolution for everyone affected as soon as possible. Should you need to discuss anything about your account in more depth than a public forum permits, you are of course most welcome to drop into Casumo's live chat or send us a mail to [email protected] .

Wishing you the best of days.

Avelinapau Norway
Posted on November 10, 2019

you support team have been Nice and given me bonus Money to play a litle sometimes. and thats Nice but does not make up for this situation , make note that is a complaint for de delayed payments , the Casino itself is good. but getting paid is half the thrill tho...

Posted on November 10, 2019

We fully understand, my friend. There's nothing like the sound of money landing in the account to brighten a gamers day. We do appreciate your pleasant demeanour and your patience in this matter here, and we are endeavouring to resolve the general issue you highlighted in your initial post.

To a successful resolution!

Posted on November 13, 2019

Dear @Avelinapau,

Please let us know if there's an update regarding your ongoing complaint. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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