I am submitting this complaint due to an unreasonable and prolonged delay in processing my withdrawals with Casumo, combined with a lack of transparency and inconsistent information from customer support.
My account is fully verified. There are no pending documents and no outstanding requests from Casumo. I have already provided my source of funds from my employment, which has been reviewed and verified, as it has been previously.
No bonus was used at any point. All gameplay was conducted using my own deposited funds only, without any promotional bonuses or wagering conditions involved.
Despite this, my withdrawals have now been pending for over 11 days, which is well beyond the timeframe stated in Casumo’s Terms and Conditions. During this period, I have contacted live chat numerous times and spoken with multiple agents. Each time, I receive the same generic responses, such as:
– “Your withdrawal is processing.”
– “It is a large payout.”
– “The relevant team is reviewing the matter.”
– “You will be contacted by email.l”
However, no concrete explanation, reason for delay, or clear timeframe has ever been provided. No additional documents have been requested, and no compliance issues have been communicated to justify the continued delay.
I have acted in good faith throughout this process, complied fully with all requirements, and remained patient and cooperative. I am not seeking any special treatment — only the processing of a legitimate withdrawal of funds that I personally deposited, in line with Casumo’s own policies.
At this stage, I feel that I am being kept in a repetitive loop without meaningful information or accountability. This situation undermines trust in the payment process and leaves the customer without clarity or recourse.
I am opening this complaint to seek transparency and resolution, as internal support has not been able to provide a clear answer or timeframe after more than 2 weeks
I remain confident that this issue can and should be resolved promptly and fairly.
