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Casumo Casino - Stalling verification, ignoring me

RESOLVED
Complaint Info
Disputed casino Casumo Casino
Reason Verification issues
Amount £ 1800
mrsb78 United Kingdom Message
Posted on August 5, 2020

I’ve been a member of Casumo for some years and have previously in 2018 and 2019 made withdrawals of 400 and 800. I’m not a big gambler.

I have £60 deposit limit on my account monthly as I play what I won’t miss.

On Friday I won £1800 and went to withdraw.

It sat pending until Sunday night (still pending) and although my account is verified (I’d, address bank card etc) they wanted more info.

No problem..I’ve since moved and spoke to someone on chat who said they would update this information ASAP. I provided a wage slip, bank statement and a bank systems t showing deposit form a new card.

This is now all still pending since Sunday (48 hours ago) and my attempts to engage via email and chat are only answered by a bot now, not an actual person.

Please help!

AskGamblers
Posted on July 27, 2021

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Casumo Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Posted on July 28, 2021

Hi there MRSB78,

We would like to sincerely apologize for not getting back to you on this. We now have a new team dedicated to handling complaints and player queries and we would be more than happy to assist you if you are still facing issues.

It's 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. We do process withdrawals within a maximum of 72 hours, unless there is some form of verification process ongoing.

While we cannot look up nor discuss your account via AskGamblers due to security reasons, we do hope that this issue has since been resolved and your funds have been received, but please do let us know if you are still facing any challenges.

I can also assure you that while we have a bot to answer quick FAQs, you can always choose to speak to one of our ambassadors instead. :)

Wishing you all the best,

Casumo

AskGamblers
Posted on July 28, 2021

Dear @mrsb78,

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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