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Casumo Casino - Delay in payout and account verification

RESOLVED
Complaint Info
Disputed casino Casumo Casino
Reason Delayed payment
Amount £ 24000
Posted on December 18, 2020

Hi I withdrew funds from my casumo account on the 7th and its been 7 days and I’ve provided several documents including id which hasnt been processed for my account to be verified. In total I’ve withdrew £24000 (2*100­00+­1*4­000­)which is still pending. Ive been on their chat daily multiple times asking for an update but im getting the same answer over and over. Ive play in many site but no one is this slow on processing a payment or verifying an account.

It’s as if they purposely take as long as possible to avoid paying out.

Im starting to get depressed as im constantly checking up on my emails and logging into the account to see my status.

I just want clear information:
When will my funds be processed and paid out into my bank.

Posted on December 20, 2020

Hi there GKBLAZE,

All online gambling operators such as Casumo follow strict regulations set by several governing bodies, including the UK Gambling Commission. 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.

I can assure you that it is never our intention to delay withdrawals as we do want to ensure our players can enjoy their winnings as quickly as possible, however, we must follow strict guidelines and procedures in order to comply with all of our regulatory requirements.

As we can neither look up nor talk about account specific details through AskGamblers, I'm afraid I cannot see the status of your verifi­cat­ion­/wi­thd­rawal. If your documents are still pending, you will receive an e-mail the moment they have been reviewed! Once this process is complete, your funds will be sent and will be with you within 1-5 business days.

If there is anything else we can do for you in the meantime, please do not hesitate to hop into our live chat or send an e-mail to [email protected] and we'll take a look!

Wishing you all the best,

Casumo

Posted on December 20, 2020

Hi I appreciate the verification process but I dont appreciate is the amount of time its taking and lack of communication.

So far I've uploaded

Passport
Driving license
Two bank statements
Proof of address
Payslip
Bank statement showing me getting paid.

On top of that my account now has been paused since Thursday which means im unable to log in or anything.

You say to email you for further information. Ive emailed several times and havent received any reply. When i went on the chat i received the same generic copy and paste answer:
“Please do accept my apologies for the slow reply. We have been experiencing a large amount of communications traffic recently and have not been living up to our high expectations when it comes to response times.

Due to an unexpectedly large number of verifications lately our payments team currently have a lot of documents to process. They are working as hard as they can to get through them all and will process yours as soon as possible.

I understand that this may be a bit frustrating but I do thank you for you patience.”

I dont even have an email advising why my account has been paused since ive provided with all the necessary paperwork.

Please reply in my promptly manner. If your unable to comment on this then please reply to one of my several emails ive sent you.

Posted on December 22, 2020

Hi there GKBLAZE,

We understand that the verification process can be a tedious one to get through and we genuinely do apologize if you have faced any kind of delays throughout the process. Our team is currently experiencing unusually high volumes, so we are struggling to maintain our normal waiting times.

It is very normal for an account to be temporarily paused during verification, but if everything is approved and verified satisfactorily, we'll get your account back up and running in no time. The good news is that you don't need to be logged in to chat - simply hop into our chat and we'll ask you a few security questions to verify you first.

What I can assure you, is that our team is working around the clock to get documents reviewed and withdrawals on their way and an ambassador will respond to your e-mail as fast as humanly possible!

We really appreciate your patience and understanding throughout this process and hope for speedy resolution for you.

All the best,

Casumo

Posted on December 22, 2020

Youre reply is essentially the same as your chat replies. “We are busy, we working in your case”

Same generic answer everywhere at point of contact.

You have all my documents to verify my account and process my payment. Can you advise whats the status on my withdrawal and when it will be processed. Ive sent 2/3 emails everyday for the past 4 days and been on your chat everyday and im getting the same answer. “ youre waiting on verification team to carry out their process”

Now its been 12 days since i withdrew funds. No other site ( the ones that are a lot bigger than yours) dont take this long to process.

Please reply to me with a time scale on when my funds will be processed and paid out into my account.

Posted on December 24, 2020

After numerous complaints and several emails everyday, i received the funds today.

My account has been blocked and closed.

They would like my bills to provided before they’ll un pause my account. Safe to say after the hassle ive has with them that i wont be playing on this site anytime soon.

Just be vary guys and girls. Easy site to set up and has fun aspects and bonus structure. UNTIL WHEN YOUR WITHDRAWING FUNDS.

Good luck to everyone and thanks @askgamblers for your assistance.

Gkblaze

AskGamblers
Posted on December 24, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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