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Casumo Casino - I have withdrawn amount and I have received yet

84 hours left for raviwinscent to respond.
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Complaint Info
Disputed casino Casumo Casino
Reason Delayed payment
Amount ₹ 18333
Posted on November 12, 2020

Hi Team,

I have withdrawn a sum of amount 18333rs from casumo website. But as soon I gave withdrawn they have blocked my account and I haven't received money since then. I have sent documents they had asked and repeated and reminder mails but no luck. They asked me to submit documents multiple times and I did the same and now they aren't responding over mail and I am not getting a way to get the money. Could you please help me with this?

Posted on November 14, 2020

Hey there Raviwinscent,

Thank you for reaching out and sharing your experience.

Firstly please accept my apologies should you have found it difficult to reach out to our team here at Casumo. We are proud to offer service 24 hours via email and provide a knowledgeable team of ambassadors on live chat waiting to assist.

It appears, as listed in your screenshot, our ambassador Hamish has informed you of our requirements regarding the I.D verification.
The I.D's you have presented above would not be applicable for verification as the team require an original plastic Paan Card or Adhar card. An E-Identity card such as the one above which has been printed out and laminated would not be suitable for verification.

In order to complete an I.D verification, we would require one of the following original documents - Passport, Drivers License, Pan Card or Aadhar card.

We appreciate your patience and co-operation during this verification process and thank you for your understanding.

All the best,

The Casumo Team

Posted on November 15, 2020

Hi Team,

I have submitted those documents as well. I don't understand why is casumo team asking the same question again . I will submit those again..pls check.

Posted on November 16, 2020

Hi there Raviwinscent,

Thank you for taking the time to upload your documents again for us. The PAN card is one of our accepted document types, so the good news is that you should not face any further delays! Our experts will get them checked out as quickly as possible and notify you via e-mail with any updates.

Should you require further information on your case, please don't hesitate to hop into our live chat and our ambassadors will assist you further.

All the best from the team at Casumo! 😊

Posted on November 18, 2020

I am still waiting for an update from casumo team. I haven't received any mail or any withdrawal amount. Please get this done at the earliest.

Posted on November 18, 2020

Hi Raviwinscent,

As we can neither look up nor talk about account specific details through AskGambler, I'm afraid we can't check the status of your account as it stands. However, please bear in mind that it can take a few days for documents to be verified. Once everything has been approved and verified and your withdrawal has been processed, it may take up to 5 full business days for the funds to reach your account.

I'd recommend keeping an eye on your e-mail and if you'd like to hop into the chat to ask for an update, you are more than welcome to do so at any time! Remember, you don't need to be logged in to chat. 😊

We wish you a wonderful day!

Casumo

Posted on November 20, 2020

Hi, the issue is not resolved at the moment. I haven't received money yet. Can you confirm when can I get in my bank account??

Posted on November 21, 2020

Hi there Raviwinscent,

I'm afraid we can't confirm when the funds will reach your account as I'm not able to look into your account via AskGamblers, however, what I can do is provide you with some additional information on withdrawals that will hopefully put your mind at rest.

If a withdrawal is requested by yourself while logged into your Casumo account, it can take up to 72 hours to be processed by our payments team and then a further 1-5 business days to reach your bank account. However, if your account is blocked for any reason and our payments team has processed a manual withdrawal on your behalf, these transactions can take up to a full 10 business days.

We'd be more than happy to look into the status of your specific withdrawal if you hop into our live chat! Our team is looking forward to hearing from you. 😊

Casumo

Posted on November 23, 2020

Hi, I haven’t received the money yet and I am waiting patiently

Posted on November 23, 2020

Hey Raviwinscent,

I really wish I could give you some information on your withdrawal here but as previously mentioned, we can't look up the account details required in order to take a deeper look into your transaction.

If you'd like to hop into our live chat, we'll have one of our senior ambassadors investigate the case and let you know the exact status of your withdrawal.

We really appreciate your patience throughout this process and hope you are able to enjoy your winnings as soon as possible. 😊

Casumo

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