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Casumo Casino - Deposits temporarily disabled since August

RESOLVED
Complaint Info
Disputed casino Casumo Casino
Reason Amount not credited
Posted on October 28, 2020

Hi,

So i'm from the UK and a few months ago I had to put in further verification, to be able to deposit/withdraw and I had a few days to put it in otherwise my account was going to be locked, I put in the verification files needed, but I believe one failed due to it being the wrong file type (the verification took over a week by the way).
Live Chat 1: https:­//t­sha­re.d­l.j­e/­202­0-1­0-2­7_2­1-0­4-2­5.png

Long story short, my account locked due to the time limit running out so I needed to verify via live chat then wait a few days
Live Chat 2: https:­//t­sha­re.d­l.j­e/­202­0-1­0-2­7_2­1-0­6-1­3.png

After sending my documents, I waited and waited and was still pending, was only until I got really annoyed I messaged their live chat again
Live Chat 3: https:­//t­sha­re.d­l.j­e/­202­0-1­0-2­7_2­1-0­7-1­8.png

Knowing that I was now open and accessible I withdrew money I had in the account and got it a few days later no issue there, the issue I have is that when I try to deposit money I get "Deposits temporarily disabled, your deposit option is currently disabled, talk to us and we'll solve it together" I couldn't help but laugh and pretty much stopped gambling for over a month. Month later I try to deposit, same message ok live chat

Live Chat 4: https:­//t­sha­re.d­l.j­e/­202­0-1­0-2­7_2­1-1­1-3­9.png

We are now on 27th October and my deposits are still "temporarily" disabled. This is just becoming a joke at this point

AskGamblers
Posted on October 28, 2020

Dear @teiruu,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed deposits.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Posted on October 29, 2020

It's not withdrawing I'm having issues with a as it says, I'm having issues with depositing.

Posted on October 31, 2020

Hello Teiruu,

Firstly , we do apologise that you're dissatisfied with the time taken for the verification procedures, we can assure you that our payments team are working at full speed to ensure that all player issues are reviewed and resolved as soon as humanly possible, but we appreciate that from a players point of view, this can be tiresome. Nonetheless, all verification queries are normally resolved within a short number of working days.

In your case, while we cannot publically discuss any aspect of your account here on a social forum, we would encourage you to log in re-check your account, and should you still have need to contact our team, we have our customer service ambassadors on stand by , waiting to assist with any queries you may have.

All the best,

Casumo

Posted on October 31, 2020

And as if by magic its working again, honestly wish I didn't need to resort to this but it is how it is.

Posted on November 1, 2020

Hi Teiruu

We're glad to hear that this has been resolved for you.

All the best.

Casumo

AskGamblers
Posted on November 2, 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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