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Casumo Casino - Unrealistic verification demands

RESOLVED
Complaint Info
Disputed casino Casumo Casino
Reason Verification issues
Posted on June 26, 2021

I have been playing here for over a year and my account has been verified not once but twice before this current situation.

I had a fairly large win which triggered ANOTHER account verification request.
On June 15th I got a congrats email on my winnings from my VIP manager Veronica on my recent winnings and requesting verification of ownership of the accounts used to deposit the money. I quickly provided that to them. I received notification that my account was for the 3rd time verified. Out of over $50,000 in winnings my withdrawal requests for $1000 or less have never not required additional verification requests. I use one of the Big 5 banks in Canada, TD Canada Trust and one of the payment providers Casumo recommends for Canadians is Interac. It's a very well known and used payment option in Canada. This is the one I use, so everyone who uses it knows, the payments are actually processed using a 3rd party Gigadat Inc. My online banking statements and transaction records show that the payment to them was sent to Gigadat. It includes the unique reference number. I sent them all the screenshots they wanted but again after a week delay they come back to me saying this was in fact not good enough because they wanted to see a transaction saying to Casumo. This isn't even possible. I literally had to get the bank to change how they are tagged to include Gigadat/Casumo and yet again provided this to Casumo. I get a reply from Bruce saying everything looks in order and because I'm one of their very loyal players they can speed this withdrawal request along and have it done before end of day or probably within the next 5 hours. This never happened. The withdrawal request was denied because the bank statement was a screenshot converted to PDF. All they needed was just a pdf for that account. Sent that on 17th request and they approved that document a
But again wanted more verification. They decided they needed proof of wealth. I submitted 24 paystubs that match etransfers from the owner of the company who is my mother with the same last name and listed publically online as said owner of multiple companies that are located in the town on my verified address. I have submitted 90 days of banking statements all of which have been approved but yet again, another request.

Now they want my mother's personal information for proof of wealth. My mother who does not have an account at Casumo and wouldn't even provide me with that level of personal financial information, they want her proof of wealth. I have provided them with proof that the funds used were from employment income. They can see transactions into these accounts from government earnings, employment earnings, other casino Gigadat Inc winnings. All of these deposits to me equal 10 times the value of any deposits to Casumo and much more than any requests I've ever made. Last year from 2 lucky spins one land based and 1 online I had winnings deposited and cheques written for over $50,000 but still my proof of wealth is been hung up at Casumo. I've had VIP reps telling me everything is fine and they can't even see these requests for more documents when clearly all Casumo wants to see is me spin away any winnings before they actually verify my account. I'm tired of being told it's all fine then withdrawal denied again because they want more information. I have uploaded over 100 different documents all substantiating the information they have required but asking my mother to provide personal financial information on her businesses with assets in the tens of millions to an online casino she isn't even a part of is not realistic. But then again this is probably just the final way they think they can stall on actually verifying my account.
Oh yeah, all the while this is going on they continued to allow deposits from these accounts to their casino. How concerned are you that I'm the owner of these accounts and the funds are legitimately mine if you still are letting the funds be deposited to you???

I have spent hours in live chat with them, requested the contact me via phone but they won't. I just had another win there just now and I'll probably never get to cash it out. If this is how they treat their VIP players then I'd be concerned for anyone opening an account here. The bank manager at my local branch has spent hours getting documents together for them. The number of professionals in my life having to constantly stall to provide this one casino with yet another verification request is unbelievable. So here I am asking AskGamblers for help. My gf has been a member here for a long time and she keeps telling me to reach out because of how awesome you all are so maybe they will listen to you guys. It's been weeks of this but this last request isn't even an option.

AskGamblers
Posted on June 26, 2021

Dear @Pilsbury76,

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 June 26, 2021

While verification documents are in request you can't actually request a withdrawal. So as of right now I cant request to withdraw any funds until they actually verify my account. The documents they want are personal financial documents for my mother's company which isn't a feesible ask. They already verified the pay stubs,banking records, deposits, address, identification multiple times.

Posted on June 29, 2021

Hi PILSBURY76,

Thank you for taking the time to detail your experience for us.

We are committed to providing a safe and secure gambling environment and adhere to the regulations set out in our license. This means that we may need to request documents in relation to your source of wealth to show you can justify your deposits with us. This is a due diligence requirement imposed by our regulators and we must request this to ensure and maintain a safe environment for everyone to play in.

We cannot discuss account specific details on a public platform such as AskGamblers, however, if we have requested benefactor letters or the source of wealth of your mother, this would be because the deposited funds were not received by way of official employment but rather as a gift/loan. In these instances, we do need to verify the source of wealth of the third party through further documents.

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 must comply with our regulatory requirements and complete the verification process first. We would be more than happy to implement temporary measures on your account to ensure that your balance is not touched while we resolve this for you. Please reach out to us if you would like us to do this.

The source of wealth verification can be a bit lengthy at times and we really do apologize if you have faced any delays throughout. We would be more than happy to assist you with any challenges you may be facing to ensure that this is resolved for you as quickly as possible. Feel free to send an email to [email protected] with the subject "FAO Mia" and a manager will look into this further for you.

We look forward to resolving this for you.

Best wishes,

Casumo

Pilsbury76 Canada
Posted on June 30, 2021

The funds were received by way of employment though. You already verified the pay stubs provided that match the deposits into my account.

Posted on July 2, 2021

Hi there PILSBURY76,

Thanks for getting back to us.

Unfortunately, these documents will not be accepted to verify source of wealth as they are invoices.

If you are officially employed by this company, then we would require either official payslips or your latest tax return. If not, then we do require a benefactor letter as well as the source of wealth of whomever the deposted funds came from.

We do understand that this can be a tedious process to get through, however, please do rest assured that we're here to help and want to resolve this for you as quickly as possible.

Best regards,

Casumo

Posted on July 5, 2021

Hi PILSBURY76,

If the document is from the Canada Revenue Agency then it should be fine as long as this represents the funds that were deposited into your Casumo account.

Kindly note that I cannot review your account personally due to security reasons, however, please send your documents to our team and we'll get them reviewed ASAP. :)

Best wishes,

Casumo

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