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Casumo Casino - Waiting for my payment since 28th of June

RESOLVED
Complaint Info
Disputed casino Casumo Casino
Reason Delayed payment
Amount € 14800
Posted on July 9, 2021

I have made 3 withdrawals at 28.6.2021 total amount 14,800€ in Casumo.com. My account is also verified. And there is no bonuses pending.

On their site says that maximum withdrawal time is 72 hours. Now it has taken 9 days from my withdrawals.

I have contacted to chat and email but they say only excuses and sorry for that. When I will get my money that belongs to me?

Posted on July 9, 2021

Update:

Today 11.7.2021 they decided to ask me more info for source of wealth. It was verified firstly but today they asked more documents. Moreover my identity, address and bankaccount are verified. 11 days gone now from my withdrawals.

I sent them what they asked (pdf-files from my last salary and 30 days bank statement june 2021). Now still waiting their email and reply. Unbelieveble but true. Sorry my english is not perfect but i hope you understand. Thank you askgamblers for help.

Posted on July 9, 2021

On the start there is wrong date, today is 9.7.2021, not 11.7.2021. Sorry for that.

Posted on July 12, 2021

UPDATE 12.7.2021:

Still waiting that they check my documents (source of wealth). 2 weeks gone now from my withdrawals and 3 days when i uploaded more documents (source of wealth).

Posted on July 12, 2021

Hi there TEIJO1986,

Hope you are doing well today and first of all, congratulations on your winnings! I understand how exciting that must be. :)

At Casumo, we do aim to process withdrawals within a maximum of 72 hours, however, we are currently experiencing a high volume of lucky winners so things are taking a little longer than our usual Casumo standard.

If we have requested source of wealth verification from you, this means that a certain threshold of activity has been met on your account which requires additional verification. The purpose of these documents is to show us how 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.

In order to verify source of wealth, we require your latest payslip along with a bank statement showing your full name, account number and your salary being credited to your bank account. If you have provided us with these documents then our team will get them reviewed as fast as possible and reach out to you with any further steps!

If you are struggling with any steps of the verification process, don't worry - our ambassador team is here to help you. Just hop into our chat or send over an email and we'll help you out with any challenges you're facing so you can get to enjoying your winnings!

Best wishes,

Casumo

Posted on July 12, 2021

Dear Casumo,

I have sent you all salary documents including latest payslip, 30 days bank statement and bank statement to the salary on friday 9.7.2021. It wasnt enough for you because today you asked more documents about my winnings from other casinos and i have sent many screenshots from that too. Im wondering do you never stop this?

Posted on July 13, 2021

Good morning TEIJO1986,

Thanks for getting back to us.

If you have used winnings from other casinos to fund your Casumo activity, then we do need to verify where these winnings came from. I understand that this can be a tedious process to get through, however, we are required to request this documentation in order to comply and adhere to the regulations set out in our license as well as all applicable European financial laws.

We really appreciate you providing us with the requested documents and rest assured our team will get them reviewed as fast as humanly possible!

If you have any questions in the meantime, feel free to get in touch with our team any time.

Wishing you all the best for a speedy resolution.

Casumo

Posted on July 14, 2021

UPDATE 14.7.2021:

Finally case closed thank god! I used lots of time and effort to this issue! They finally verified my account yesterday evening and confirmed my withdrawals today. I have to thank you Casumo VIP-host Santtu for that, i think without him this case would still pending.

Posted on July 14, 2021

Hey there TEIJO1986,

We are super happy to hear that your issue has been resolved and will pass your kind words on to Santtu.

If there is anything else we can do to make your Casumo experience even more enjoyable, feel free to reach out!

All the best,

Casumo

AskGamblers
Posted on July 14, 2021

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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