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Casumo Casino - Withholding a withdrawal request

Complaint Info
Disputed casino Casumo Casino
Reason Delayed payment
Amount £ 2000
Posted on July 10, 2020

I have been a member since July 2018 & in total I have deposited £1755 in that time.
I have a £50 Deposit limit monthly. (Changed a few months ago)

I logged onto my account 1st July 2020 to be faced with the verification process - which I duly completed. Photo id (driving licence) & utility bill (car insurance) during the upload my photograph was taken too. I was verified by the next day. All good!

I deposited £50 1st July.

I won quite a bit & played for a while & then decided to withdraw @ £2000.

That’s when I received a request to submit a SOW. I sent a day later - June’s payslip & my employment letter - headed paper with name & address & my salary details.

After numerous attempts to discuss the delay in the completion of my verification on live chat - (same response - ‘it takes time’) I made a formal complaint ..
The complaint was formally accepted and I have been given a case number.

I have offered up the following response to Casumo - here’s the email for your perusal:

Thank you for this, I appreciate your help.

For clarification I wish to direct you to the following ‘New Licence Condition’ obtained from the Gambling Commisions Website..


Withdrawals should not be withheld due to the verication process requested AFTER a withdrawal request has been made.

I have looked at the T&C’s in great detail and I have adhered to them all & on no occasion have a broken any of your rules.

Since joining on 26/7/2018 my total
Deposits are £1755. Completely affordable which you will see from the information I provided to you at the second stage of verification.

I therefore requested that my withdrawal is approved and funds deposited back to my bank account in a timely manner.

My case number is:

I may add previous to this issue I have been treated fairly & 2 smaller withdrawals processed super quickly.

Please help!
Thank you.

Posted on July 11, 2020

Today I spoke to Natalia at Casumo.
She was a great help. During the live chat I revived an email saying that more verification was needed (a bank statement) so now on level 4 of verification.
However! They have confirmed my withdrawal request - once I have funds in my account I will close my complaint.

Please don’t give up! Look at the information regarding th GC and Casumo breaching the rules by withholding withdrawals due to verification issues - they can’t withhold and the seek verification.

Thank you.

Posted on July 14, 2020

Monies received - compliant can be closed.
Thank you

Posted on July 14, 2020

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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