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Casumo Casino - No payment, no straight answer

RESOLVED
Complaint Info
Disputed casino Casumo Casino
Reason Delayed payment
Posted on March 9, 2020

So I've been a regular customer with casumo for years and made many withdrawals and have been verified, withdrawals have never in my experience taken any longer than 72 hours, that is until I made a request on the 28th of February which was approved that afternoon which is standard, so I wait and wait and wait for money to land in my account and now we are past the maximum of waiting 5 business days and it's still not in my bank, I've contacted the live chat and they have said they are aware that there was an issue with all withdrawals on the 28th but failed to tell customers, now I'm being asked to send pdf bank statements to show money hasn't gone so the payment provider can investigate which kind of feels like I'm having to prove I'm not lying! But the most frustrating thing is I have been given a date of resolution or when money will be in my account! Really unhappy with lack of information

AskGamblers
Posted on March 9, 2020

Dear @Damien,

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

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 March 11, 2020

Dear Damian,

Thanks for raising your case and reaching out to us.

We appreciate your feedback and truly understand that you would like to have the issue sorted as soon as possible, rest assured that we have all hands on deck to rectify the situation.

While we cannot refer to any account specifics over this platform, due to the explanation provided it seems to be refering to a delay of withdrawals arising from a technical glitch on the payment providers side. Whereas our team works tirelessly on it, we were not able to get hold of any accurate time frames from the providers side.

The good news, however, is that it seems to be moving in the right direction and ask you to reach out to us on live chat or via email to [email protected] We should have more information by friday latest.s

All the best from Casumo

Posted on March 13, 2020

So as advised I have contacted casumo again and you still have no answer or solution to this issue when you have said there would be, when I emailed I got the same automated response with no info at all, I was told that the issue was related to all withdrawals on the 28th but I see there is another complaint on here that relates to the 29th that's not been replied to

Posted on March 13, 2020

Hey there Damian,

We really appreciate your patience at this time.

As mentioned, we expected to have an update on the information by Friday, this has now proven to be correct.
We are happy to confirm that Wirecard has now processed the delayed withdrawals that occurred during the date you have mentioned.
The funds are now on the way to the players' accounts as initially intended.

We apologize for this delay and any inconvenience it may have caused. Your feedback in regards to communication during this time will, of course, be reviewed so we can work on improving our capabilities and ensure all our players are completely satisfied with our level of communication in the future.

All the best from the Casumo team.

AskGamblers
Posted on March 17, 2020

Dear @Damien,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint 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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