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Casumo Casino - Casumo will not pay me my money

RESOLVED
Complaint Info
Disputed casino Casumo Casino
Reason Delayed payment
Amount £ 6001.25
Markb23 United Kingdom
Posted on September 30, 2021

On the 30/08/21 I created an account with casumo I deposited £998 and luckily won £6001.25 so I withdrew it next day hit with verification 14 days later had an email.

From the manager Douglas stating my withdrawal had been approved and apologies for delay I thought great so, I replied politely and said thankyou.

I contacted casumo the next day to make sure we’ll good job I did the payment had apparently been sent but rejected by PayPal I then got in contact with PayPal. Who said there’s no record of this on their end and to chase casumo.

Nightmare began waited a further 16 days to be told they need more documents when I asked why was I lied to did they hear back from PayPal the answer I got was I cannot answer that for you I have proof of every screenshot of the live chat I had with them I said how can you email me. From a manager and tell me my accounts been verified and my withdrawal is on its way and then lie to me because PayPal never was contacted luckily had a call from PayPal today and they said that they’ve got in contact with there PayPal manager who knows nothing about this and she didn’t seem very happy about it either asked for this to Be escalated and same thing as usual. Chat ended.

All I want is my weight full winnings you cannot email someone telling them you’re withdrawals have been approved and sent and then lie saying it was declined by PayPal and then go on to ask for further documents yes close the account because of It but I’m still entitled to my withdrawal because I have this in black and white. I will take this further if need be just pay me my money and we’ll leave it there.

AskGamblers
Posted on November 17, 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 19, 2021

Hi there MARKB23,

Thank you for taking the time to detail your complaint.

We do apologize for our delayed response time here and really hope that your issue has since been resolved. You are, of course, entitled to your winnings and if they have not been received please do get back to us so we can investigate further.

Wishing you all the best,

Casumo

AskGamblers
Posted on November 19, 2021

Dear @Markb23,

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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