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Casumo Casino - Source of Wealth verification and withdrawals problem

UNRESOLVED
Complaint Info
Disputed casino Casumo Casino
Reason Verification issues
Posted on July 13, 2020

I made two withdrawals on 30th June at Casumo casino. I frequently use this site and have never had issues in the past. On July 1st they asked me for source of wealth documents and proof of my bank account. I submitted these details and documents pretty much straight away. I sent off 2 payslips and a bank statement for each of my two bank accounts. It has now nearly been 2 weeks and the documents are still pending. I have numerously spoken to their customer service via live chat and email and their response is terrible. They cannot give me any timescales or any information as it is a specific team dealing with it. Their website states verification is completed within a few hours and withdrawal requests processed within 72 hours, as such has passed this has still not been completed. I wouldnt mind if I had a member of their team go into a bit more detail or even chase this up but its like they do not want to help me. Yet they are allowing me to continue to deposit money but not reviewing and completing verification so my with drawal requests can be processed. I have since made two additional withdrawals so I am now awaiting four withdrawals.

AskGamblers
Posted on July 13, 2020

Dear @ymas1989,

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.

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