Ag Awards

Casumo Casino - Waiting too long for my payment

Complaint Info
Disputed casino Casumo Casino
Reason Delayed payment
Amount € 1400
Posted on November 7, 2019

a haw problem with casumo withdraw a made withdraw 26.09.2019 to my bank account and still waiting money
live support say that they haw problems to sent money to Norway banks because of Norway gambling regulations
now they blaming payment providers and they are searching for my money and a need to wait for e-mail
but really am already waiting more then 1 month and no answer when will be money and wear are it am asked payslip from casino that money are transfer to my bank account but they canot sent payslip because payment provider dint sent
a made e-mail photos and attach to my complaints the money what am waiting is 1.400 eiros

Posted on November 9, 2019

Hello Antons.

We'd like to say that we genuinely understand your frustrations and thank you for the opportunity to clarify the situation.

Without discussing any details of your account, we can clarify that the issue which affected you (Norwegian bank payments suffering considerable hold-ups due to circumstances beyond our control) affected many players across many casinos, and our payments team were working constantly to rectify the situation, as is evident from the messages you've displayed above.

Its a most unpleasant situation for our support and payment teams when we cannot get hold of accurate time frames from payment providers to reassure our players, but our teams worked tirelessly, in conjunction with the payment processors and financial institutions in question to trace and repatriate payments, and we are beginning to see some pleasing results for our players, with many reporting that their funds have now become available to them.

We would like to say that we do appreciate your patience, and we're glad the situation has finally been resolved.

Posted on November 12, 2019

Dear @antons,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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