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Casumo Casino - Withdrawal of $4,000 still not approved after a week

RESOLVED
Complaint Info
Disputed casino Casumo Casino
Reason Delayed payment
Amount $ 4000
Posted on February 21, 2021

I have made a $4000 withdrawal from casumo. On the terms and conditions it says withdrawals are approved within 72 hours. I have been waiting 7 days for it to be approved and still nothing. I have not used there bonus money offers only what I deposited to play and my account was approved before the withdrawal. I have spoken to live chat and emailed they say the only thing I can do is wait because it's not in their department.

Posted on February 23, 2021

Hey there N2021F,

First of all, congratulations on your winnings! I do understand how exciting that must be and hope you have some nice plans! 😊

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 process withdrawals within 72 hours, unless there is a verification process in progress. If that's the case, then we would need to receive and approve the requested document/s before processing the withdrawal. When everything is approved, the winnings will be sent straight away.

As we cannot look up nor discuss account specifics via AskGamblers, I'm afraid I can't see the exact reason why your withdrawal was not sent immediately, but I would be more than happy to have one of our senior ambassadors look into this for you!

Looking forward to hearing for you and we wish you all the best for a speedy resolution.

Casumo

AskGamblers
Posted on February 26, 2021

Dear @N2021f,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note 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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