Complaint #345 Casumo Casino

Excessive verification with no updates

By cooperstas

4 years ago

It's been about a month that my account is being verified for the source of wealth. Casumo asked for the documents to be submitted which was done a while ago (more then 2 weeks) and since then I have received no updates other then "It's being verified".

My account is locked with 17K$ on it and I can't even log in.

I'm getting extremely worried about it since nobody can provide me any timeline, any idea of where we are in this verification process. The account manager is saying it's being verified and there is no documents required from me but it's been like that for 2 weeks already.

Please help me to resolve this issue.

Disputed Casino Casumo Casino

Reason Verification issues

Amount $17000

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

cooperstas

4 years ago

Good morning Casumo.

Please find attached the last letter I received from you.

1. I have submitted further complaint to Ecogra and Malta gambling comission and waiting for their response.

2. I don't agree with your desicion as all deposits that were done from my bank account are legal money that were verified multiple times and I do not understand how those 6500$ that I received as a gift from my parents is the reason for my account to be locked as this money were not even involved in betting. I have enough funds saved within the last 3 years I worked in BC for the total profits of 150K over the last 3 years that I sent you the docs for. How come it is not enough?

3. Any refunds you mentioned in the e-mail ( that i never received so far) are going to be declined by my bank and sent back until this is resolved and my account is unlocked with exact 17K$ that was there when you locked it.

4. I'm willing to work with you on further resolution of this case as long as you provide me with further options on how to complete verification.

Thank you.

Casumo Casino

• Representative

4 years ago

Hi COOPERSTAS,

Thank you for providing us with more information.

The source of wealth verification process is done to show us how you can justify your deposits with us. This is a due diligence requirement imposed by our regulators and we must request this to ensure and maintain a safe environment for everyone to play in.

If the deposited funds are a gift from any third party, then we would require the following:

- Benefactor letter (letter detailing the nature of the transactions, amount, and 3rd party signature)
- 3rd party ID
- 3rd party source of wealth (payslip, tax return, etc.)

While we fully understand that it may be difficult to obtain such documents from a 3rd party, we are legally required to obtain these documents before proceding with any withdrawals in order to adhere to the regulations set out in our license, as well as all applicable European financial laws.

As I cannot discuss account specific details on a public forum such as AskGamblers, I would strongly suggest getting in touch with us on [email protected] and one of our senior ambassadors will be able to assist you further.

Best wishes,

Casumo

cooperstas

4 years ago

Good afternoon Casumo,

I wish you could increase the level of customer support provided to players. On July 28th you are posting here that you a investigating to find a solution, however on the 27th (1 day earlier) Veronica from your customer support tells me that my account will remain closed and winnings won't be paid without any explanation (as per the attached file). What is going on?

I am extremely frustrated and emotionally exhausted about this investigation. My deposits were done directly through my bank account where I have a good amount of savings from been working in BC for more then 3 years filing the income tax for the total of more then 160k$ throughout this period, which is confirmed on the pay stubs I've sent to you. What else do you need? You asked my mother to write a letter and provide source of wealth for the transfers of around 6500$ that I received as a gift directly to my bank account, but my mother is not your client to share this information and doesn't feel comfortable to do so.

I do not understand why I am becoming a victim of such a poor management and customer service and considering to proceed with a complaint to gambling commission unless my account is opened with 17000$ that was there when it was closed.

Thank you.

Casumo Casino Complaint Stats

Resolved 73 / 78

Avg. Amount $14,310

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Casumo Casino Complaints

See all complaints for this casino

Account review and winnings pending

I have been waiting for 10 days for casumo to do an account review and withdraw my pending winnings.
I have been very cooperative and sent them all documents they have requested for and theres been no change.
I contacted customer support numerous times to try and get this sorted for me and they cant give me a time frame on when this will get done as it's done by a different department.
I am loosing confidence in this casino that I will receive my winnings from them!
No updates or time frame just get told the same thing to wait until I get an update via email? I dont know what else to do. I get told the same thing over and over again on live chat

85h left

£5,000

Withdrawal still pending and live chat is of no help

Hi, on 23/05 I submitted a withdrawal of $10000 and 5 days went by I had talked to live chat, I had emailed and still no update, then on 28/03 live chat told me to cancel withdrawal and withdraw again and it will work, now here I am back to square one and still no progress and no update. I've tired to withdraw smaller amounts.. and I am verified.

85h left

$10,000

Verification of identification failed for a week

Hi Askgamblers,

I won 60 000$ on casino casino. I withdrawn 8000$ and got all 4 Interac payments. Then I won 52 000$ few days later. Since then they ask for verification process: proof of address, proof of identification and other documents.

- I passed the address verification (verified) quick
- Proof of identification (Constantly Rejected)

I asked for a manual verification after 15-20 times being rejected. My documents and IDs are valid and legal and delivered accordingly by my State Government.

Talked with the fraud Department and they told me they would push the case further. Talked with the support live chat ( also told me they opened a ticket to get this verified manually and get my documents verified). 4 days ago. They told me they would contact me via email but since then no answer no email return after 3 more reply from my side. (Radio silence) Can’t withdraw my money.

It’s been more than a week trying to get verified sending perfect crystal clear pictures of my IDs, bank account statements, health insurance card ID, and selfies. Reasons for failing to verify. They then asked for my passport which I don’t have because I don’t travel. 4 days without any update neither a reply to my 5 recent emails. Went to chat 4-5 times repeating the same things.

- wrong documents
- too blurry
- missing information

The list goes on.

I’m asking Casumo to take the matter higher and get my IDs approved manually checked by the verification team. Which I already sent all documents they asked via email.

Resolved

$51,991

Withdrawals still pending after 3 weeks

I am writing to make a formal complaint regarding the handling of my account and withdrawals with Cosumo Casino.

I deposited funds into my account and played using only my own deposited money. I did not use any bonuses, promotions, or additional offers at any stage.

Following my gameplay, I made two withdrawal requests:

£200 on 22 April 2026
£3,210 on 24 April 2026

Both withdrawals were immediately placed into a pending status while I was asked to complete a verification process. I fully cooperated with all requests made by your team and supplied every document requested, including identification documents, photographs, and any other verification information required. I was eventually informed that my account had been fully verified.

Since completing verification, I have repeatedly attempted to contact your company to understand why my withdrawals continue to be delayed. For the past several weeks, I have contacted your live chat service on most days, often twice per day, asking for updates and explanations.

Unfortunately, I have received no meaningful assistance whatsoever. The live chat agents continually provide automated or generic responses and nobody has been able to explain:

Why my withdrawals have not been processed
Why there is still a delay after full verification
Whether there are any further issues with my account
Whether any further information is required from me

I also raised a formal complaint over a week ago and only received an acknowledgement email. Since then, I have sent eight separate follow-up emails requesting updates and asking for an explanation, yet none of these emails have received a response.

At no point have I been informed of any issue with my account, nor have I been asked to provide any additional documents or information. I have complied fully with every request made by your company.

I am now 80 years old and this situation has caused me considerable stress, both mentally and physically. I simply want my withdrawals processed and my money returned to me. Instead, I feel I am being ignored and sent in circles without any proper communication or support.

I have attached copies of:

My emails requesting updates
The acknowledgement of my complaint
Screenshots of my live chat conversations over the past several weeks

These attachments clearly demonstrate the repeated lack of response and the failure to provide any meaningful explanation regarding my withdrawals.

Resolved

£3,410

Issue Withdraw

Hello,

I am submitting this complaint regarding a delayed withdrawal on my account with Casumo.

Here are the details:

My withdrawal has been pending for over 15 days.

This is not the first time. A previous withdrawal took around 13 days and was eventually returned to my account without explanation.

I have contacted support multiple times, and each time I receive the same response: “Please wait, we are waiting for the provider.”

No clear explanation, no timeline, and no proof of transfer have been provided.

This situation is unacceptable

Rejected

$1,250

Pending withdrawal after everything verified

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.

Resolved

£10,000

Casumo casino holds 381 pounds of my funds

Hello,

I used the complaints service as my account has been locked since 14/02/2026 and they won't release my funds and are claiming to be looking into my documents, they are giving generic responses repeatedly saying there is no timeframe and they are trying their best.

I have had many more chats that havent taken screenshots as raised to their support over 20 times. if you require me to chat with them and confirm anything and take a screenshot I can do so.

Attached screenshots from chat.

Resolved

£381

I have two pending withdrawals that I've had now for over 7 days

Casombie has taken it upon themselves to block my withdrawal requests and this is on top of the crazy long times they currently have to get withdrawals taken out. I have two pending withdrawals that I've had now for over 7 days and approximately $5,000 that I cannot even put in a request for because they have without reason locked my withdrawal pending verification. I've recently sent in the requested documents even though they were days late in giving me this option. It has now been 24 hours since I submitted my verification items and still nothing.

Rejected

57000 CAD withdrawal delayed for over 2 weeks

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.

Resolved

$57,000

Withdrawals not received

Hi, hope you are ok

I made a withdrawal request totaling £14000 on 06.09.25, whilst my account is already fully verified.

Until today, I have not received anything.

I have sent several emails and several times reached out to live chat with the team. They are saying the same thing; we are waiting for the withdrawal team to proceed. When I deposit £500,& and I lose £ 800, and I deposit £500 again. When I lost and won a small amount, no one asked for any documents, and they paid me as well. Because my account was already verified at that time. But when I win the large amount of £14000. First, they paused my game, and I received this email. In line with a new business direction, we've had to put a permanent game type exclusion for a specific category/vertical. Then they decided my deposit limit is just £10,

Still, my game is paused just because of winning that amount.

I talk on live chat 3/4 times for about a pending withdrawal, and I ask if they need anything. They are saying all verification is done, so no need to send anything. Because you win a large amount, that's why it's taking a long time to process. And someone said on live chat just over the weekend, the payments were delayed, so no need to worry

Someone said this and that on live chat. Think so, I ask so many times about my pending payment. That's why the verification team asked me to send some documents like a driving license, selfie with driving license, bank statement,s this & that. And I have already provided what they asked me, but I have still not received my payment.

It's very disappointing to me.

Resolved

£14,000