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Casumo Casino - Delaying withdrawal and not communicating

RESOLVED
Complaint Info
Disputed casino Casumo Casino
Reason Delayed payment
Amount £ 2200
Hixstar United Kingdom
Posted on December 8, 2020

OK so I made a withdraw on 2nd December of £2,200. And about 30mins later I made another withdraw of £75. The £75 was accepted and cleared into my bank within a day.

However the £2,200 has now still been "pending" for 5 days!

The ToS states that withdraws will be either approved or declined within 72 hours.

My account is 100% ID verified.

I have also tried on several occasions to contact casumo, and thus has proved impossible, as not been replied to once via email or the "24/7 live chat" system. Which is why I would like to make this complaint please as no communication at all and very poor. There is no reason at all as to why my withdrawal is being held like this!!!

Posted on December 9, 2020

Hi there HIXSTAR,

We strive to process withdrawals as fast as humanly possible and our general waiting time is 72 hours, if not even quicker! Unfortunately, our team is currently experiencing some pretty high volumes so we're struggling to keep up with our usual time frames.

We are genuinely sorry for the long wait, however, please do rest assured that our team is working around the clock to get things back to normal so you can enjoy the speedy withdrawals you're used to!

If you're struggling to get in touch with an ambassador via live chat, please send an e-mail to [email protected] or choose the "leave a message" option in our chat and an ambassador will get back to you as fast as possible.

Thank you for taking the time to let us know about your experience and we really appreciate your patience!

Casumo

AskGamblers
Posted on December 12, 2020

Dear @Hixstar,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note 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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