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Casumo Casino - Withdrawal delayed with no contact

RESOLVED
Complaint Info
Disputed casino Casumo Casino
Reason Delayed payment
Amount £ 1000
Posted on October 6, 2020

I initially made a withdrawal on 28/09/20 for £1000. Contacted live chat the following day and was told if any documents needed they would contact me. The following day 30/09 received an email requesting documents which were uploaded within an hour of request.

Received an email stating they required 30 days worth of bank statements although I had provided my statement showing my salary deposited along with a payslip to satisfy SOW requests.

Since then I have received no contact from the casino and have not responded to emails. The information on their website states nothing regarding a request for the statements, in fact I have provided more information than requested.

I am happy to provide further information should you wish but this seems a pure delay tactic, especially completley ignoring any requests for contact.

Posted on October 8, 2020

Hey there Adam,

Thank you for the feedback!

We must request this documentation to comply with our legal and regulatory obligations, however, we do understand that the verification process can be a bit of a pain to get through and we genuinely apologize for any delays you have been facing!

Please hop into our live chat at your earliest convenience and our superstar ambassador team would be delighted to get this resolved for you as quickly as possible.

All the best,

Casumo

Posted on October 11, 2020

They have since processed a withdrawal with a huge delay of 9 days without me submitting the documents asked for yet they have closed my account.

Happy for this to be closed

Posted on October 11, 2020

Although I tried live chat 3 times and had no response. Genuinely the worst casino I have played.

Great games shame about the poor service.

Posted on October 12, 2020

Hey there Adamclark123,

It is of course disappointing to hear that you have not received the service one should expect from us here at Casumo.

As you have mentioned the account is now closed, when contacting via live chat it is super important that you input the correct contact information in order for our team to get back to you should we not be able to get to you in time.
Alternatively, we also have the option for you to "leave a message" and the team will get back to you asap.

Each account created with Casumo is unique and the resolution of verification cannot be forecasted due to all the potential variables.
We require the documentation we request in order to comply with both our legal and regulatory obligations.
You have stated that the funds have been sent and the account is currently closed, this would most likely be due to the documents that have already been provided. They may have been sufficient enough for us to concluded the funds are safe to be sent however to have the account remain active, we would need to complete our due diligence in the account and have all requested documentation reviewed and verified.

I am happy to hear that you have since received your funds and hope that you may reconsider your decision to leave the account closed, providing us an opportunity to offer you a true, enjoyable Casumo experience we are proud to offer.

Wishing you all the best,

Casumo

AskGamblers
Posted on October 12, 2020

Dear @adamclark123,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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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