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Casumo Casino - Not processing my withdrawal

RESOLVED
Complaint Info
Disputed casino Casumo Casino
Reason Delayed payment
Amount € 2697.15
Posted on November 9, 2020

Hello,

I played in Casumo casino on 31st october 2020 and made a win of EURO 2697.15. I deposited from my bank account debit card ending with 7578 which is linked to my savings bank account no.2712843401.
My casino account is fully verified with all bank statement and Debit card entries for the casino transaction.
Casino has cancelled my withdrawal 2 times stating the reason "request withdrawal to bank account ending with 3401". I have explained casino support that i am not getting the option to withdraw to bank account as "Netbanking" option is not enabled for me. I am only getting VISA withdrawal option and same i have selected for my withdrawal.

They are not listening to me at all. No one is replying to my emails and chats. They have simply forfeited my money and not ready to process the same either to VISA card or bank account.
I have attached all artifacts with this case.

Posted on November 12, 2020

Hi there Vikas,

Thank you for taking the time to leave your review. We are very sorry to hear that you have had a bad experience with us, but I do hope that I can help clarify things for you.

Withdrawals should be made using the same method as used for the last deposit. However, our players in India are unable to withdraw using the Visa option and if you deposited using VISA, you must use one of the following payment methods to withdraw your funds: Skrill, Neteller, EcoBanq, AstroPay Card, Ecopayz or NetBanking.

From the screenshots provided, it seems that you have a Euro account set up rather than an Indian Rupee account. If this is the case, then this is the reason the Netbanking option is not available and thus your withdrawal would have been cancelled. In such cases, the withdrawal is not "forfeited", however, the withdrawal will indeed be cancelled and the funds credited back to your Casumo account so that you may request a new withdrawal to the correct method.

We can assure you that it is never our intention to delay our player's withdrawals and we do our best to make sure they can enjoy their winnings as soon as possible, however, we are required to follow certain procedures when it comes to deposits and withdrawals.

We genuinely apologize for any inconvenience that this may have caused you and if you are still facing any challenges, please don't hesitate to come into our live chat. If you don't get through to an agent straight away, you can use the "leave a message" option and one of our ambassadors will get back to you as soon as we can!

Wishing you all the best!

Casumo

AskGamblers
Posted on November 15, 2020

Dear @vikas234,

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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