Casumo Casino - Missing 2500 withdrawal

Hi scottmacfarlane63

Thank you for submitting this complaint.

First of all, really sorry to hear that you're currently missing your withdrawal.

From your complaint, I understand that your bank did not accept the withdrawal on their end. We would, therefore, need to allow some time for the withdrawal to bounce back to Casumo.
If the payment does not return to us automatically, then we will need to reach out to the payment service provider handling the transaction between your bank and us.
This process may take a bit of time, and it will be up to the payment service provider to get back to us, so we do not have any specific time frame for a resolution. However, we always do our best to get an update as quickly as we can.

I can assure you that we'll do everything we can to ensure that you receive the funds as soon as possible.

As we are on a public forum, I am not able to look into your account specifically, but please do not hesitate to reach out to us via email [email protected] or our live chat service where we can of course help you in more detail.

All the best,
Casumo

The direct deposit was declined and sent back to you guys on August 2nd, it is now August 22nd… I am positive you guys have received the money back long before now. If you look in the screenshots Wyatt from your fraud department assured me over a week ago this was going to be resolved “really soon”. Like I said though the direct deposit was sent back to you guys on August 2nd, there’s no way, shape or form you guys haven’t received that back long before now. Now can you please look into this, verify your provider has received it back, and please get it sent to me.

Hi scottmacfarlane63,

Thank you for your reply and we are very sorry to hear that you feel this way!

Allow us to first of all assure you that Casumo is and will remain devoted to safeguarding all our players' best interests and we are committed to resolving any issue that may arise along the way.

You can rest assured that in cases such as this, we do our utmost to expedite the resolution and ensure that your funds reach you as soon as possible. Having said that, in cases such as this, as previously mentioned, we do need to reach out to the payment service provider handling the transaction between your bank and us, and at times there may be slight delays until we hear back from them thus, unfortunately, creating a longer waiting time for the final resolution which sadly is not within our control and as such we cannot specify a precise timeframe as to when we will hear back from the payment provider in question.

With that said we would like to reassure you that we are doing everything within our means to provide you with the fastest resolution and for you to receive your funds as soon as possible!

As we are on a public forum, We are not able to look into your account specifically, but please do not hesitate to reach out to us via email [email protected] or our live chat service where we can of course help you in more detail.

All the best,
Casumo

Still waiting ear back..

Hi scottmacfarlane63,

Thank you for your reply and our sincere apologies that you've not yet received an update on your case.


As we previously stated, we do need to reach out to the payment service provider handling the transaction between your bank and us, and at times there may be slight delays until we hear back from them. These waiting times unfortunately differ from one provider to the other meaning that unfortunately, we cannot specify a precise waiting time for these cases as much as we would like to!

We would like to once again assure you that we remain committed to resolving this for you as soon as possible safeguarding your best interests remains at the top of our priorities!

As we are on a public forum, We are not able to look into your account specifically, but please do not hesitate to reach out to us via email [email protected] or our live chat service where we can of course help you in more detail.

All the best,
Casumo

Dear Casumo Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Still looking for an update? It has been over a month now I have been waiting for my 2500$ withdrawal… this is getting out of hand.

Hi scottmacfarlane63,

Thank you for your patience and understanding during this process.

As we are on a public forum, We are not able to share information about your account specifically, but please contact us via email [email protected] or our live chat service, we have good news for you!

All the best,
Casumo

Case resolved, funds have been redirected back to me but I am just waiting to see why there is a security measure on my account still, won’t let me login.

Hi scottmacfarlane63,

Thank you for your reply.

Congratulations on your winnings! I hope you enjoy it!

Please, regarding the login issue contact us via Live Chat so we can handle your case as fast as possible.

All the best,
Casumo

The live support told me “ After reviewing your account I can see it has been self-excluded for 6 months on 2024-08-15. Unfortunately, I am not able to revoke this. Sorry for the inconvenience.”. I never put a self exclusion on the account so I have no clue how this happened… if you guys could just forward my balance to me if I am not able to get into my account I’d appreciate it.

The live support said that I must of put a self exclusion order in my account and there’s nothing they can do to lift it!? This is seriously so stressful… one minute I withdrawal $2500.00 to wait over a month for it and then when I am trying to get my missing withdrawal all of a sudden my account goes on a “self” exclusion lock, when I never did no such thing (Scroll up when I noted weeks ago that I have clue why I can’t login to my account all of a sudden) and then when I finally get word my money is back and released to my account, I cannot get on my account! Guys seriously please, I’ve had enough stress, if your going to let me have my winnings cool, if not then just tell me so I’m not stressing about it please..

Hi scottmacfarlane63,

Thank you for getting in touch.

We’re truly sorry that you’re going through this, and we understand how frustrating it must be. We understand your concerns and the stress this situation may be causing, especially when it comes to account security and responsible gaming.

While we can’t discuss specific account details here on the forum, we’re here to help. For any further questions or support with your account or transactions, please reach out to our team directly at [email protected]. They’ll do their best to assist you within the guidelines we have to follow.

We appreciate your patience and understanding during this time.

All the best,
Casumo

Confirmed, I was paid off in full. Wanted to give a big thanks to AskGamblers and Casumo for being so patient seeing as I can get a little heated and inpatient when it comes to stuff like this lol. Thanks again!

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.