Complaint #105 Casumo Casino

Wrongly confiscating money even though there is no breach of T&C

By Wille92

7 years ago

I played at this casino yesterday and I had the first welcome bonus offer active where I did a 25€ deposit and got 50€ in extra bonus money. Luckily I managed to win 3000€ on my favorite game Jackpot 6000 while having the bonus active, and I never placed a single bet above 5€, in regards to their T&C. When starting my game, there was no warnings whatsoever that this game is not allowed to be played with bonus money. There was neither no warning when I started playing, and the game was showing both my real money and my bonus money, for a total start balance of 75€. After playing some more and hoping for another big win, at the same bet, I played at various other slotmachines that Casumo offers and was lucky enough to finish the wagering requirements, all while sticking to their rules and T&C which I had already read and understood prior to playing on their casino (which I will add was last updated 16th of july 2018).

Today I logged in on my account and noticed there were no money on my balance and decided to go on the chat to figure out why my money no longer were on my account (a total of 2595€ after meeting the wagering requirements legally) and was told that I had breached their terms. The chat support made NO attempts at explaining the breach other than literally saying "They didn't like that you won on the game Jackpot 6000" (I have a chat transcript I can provide if its neccesary) and the fact that their relevant department didn't like that I won and decided to remove my winnings. Again, I would like to clarity to Askgamblers that I have not breached any terms whatsoever and I will provide you with proof of this.

According to the GDPR law that was set in motion as of 25th of May, it is the SOLE responsibility of the company (In this case Casumo), to inform customers of specific rules and regulations according to their business. And since there is NOTHING listed, they are as well breaching GDPR laws, which the EU Commission takes very seriously and is punishable with fines up to 10 million euro's.

Here's a link to their T&C which you can read and clearly see that the game I played is not on their list of prohibited games nor did I breach or violate any maxbet terms. I have played fair and square in accord with their rules.

https://www.casumo.com/sv/terms-and-conditions

I have also taken screenshots of the T&C just in case this casino decides to act fraudulent and I also have a copy of their sourcecode with the T&C.

Please, Askgamblers, this casino can not get away with treating a customer in such a manner. It's practically theft of my rightful winnings.

Disputed Casino Casumo Casino

Reason Bonus terms violation

Amount €2595

Discussion

AskGamblers

• Support Team

1 year ago

In a response to player's last post, AskGamblers Complaints Team would like to clarify the following key moments when it comes AGCCS procedures and policies:

1/ Upon signing and accepting AGCCS Terms, player agreed to follow all the relevant procedures and policies. Such procedure for example is requesting the complainant to provide a written consent to the AskGamblers Complaints Team which would allow us to request and receive all the relevant information and evidence from the affected operator in regards of the dispute. Player has been requested to provide such consent twice, but unfortunately failed to comply.

2/ AskGamblers Complaints Team do not accept nor would comply with any ultimatums regardless the severity of the relevant complaints case and/or the party trying to set such an ultimatum.

Based on the above, AskGamblers Complaints Team reached to the decision that player acted in violation of the AGCCS Terms by refusing to comply with our procedures and trying to use our complaints service in a bad faith by setting ultimatums. As a result the case has been rejected and player's further access to our complaints services has been terminated with an immediate effect.

AskGamblers

• Support Team

7 years ago

Dear all,

In a response to player's last post, AskGamblers Complaints Team would like to clarify the following key moments when it comes AGCCS procedures and policies:

1/ Upon signing and accepting AGCCS Terms, player agreed to follow all the relevant procedures and policies. Such procedure for example is requesting the complainant to provide a written consent to the AskGamblers Complaints Team which would allow us to request and receive all the relevant information and evidence from the affected operator in regards of the dispute. Player has been requested to provide such consent twice, but unfortunately failed to comply.

2/ AskGamblers Complaints Team do not accept nor would comply with any ultimatums regardless the severity of the relevant complaints case and/or the party trying to set such an ultimatum.

Based on the above, AskGamblers Complaints Team reached to the decision that player acted in violation of the AGCCS Terms by refusing to comply with our procedures and trying to use our complaints service in a bad faith by setting ultimatums. As a result the case has been rejected and player's further access to our complaints services has been terminated with an immediate effect.

Inactive user

7 years ago

Dear @Askgamblers, I hereby consent to Askgamblers conducting a proper and fair investigation of this matter. I also consent to Casumo sending Askgamblers whatever they consider as evidence. However, I would like to specify that I do not accept what Casumo decides to send as either facts or fiction considering the nature of their demeanor and fraudulent behaviour towards me, unless I also get a copy of the information. This is to make sure that Casumo does not misinform or fabricate/tamper with any evidence. I am sure both Askgamblers and Casumo understands this as I am the offended here who is being falsely accused of something that I have not done nor have I ever cheated or abused anything at all, something that has clearly been proved with the evidence that I have brought forth and will also be proven when Askgamblers see the truth. Again, I would also like to remind Askgamblers that if they want to they can have the login information to my Casumo account and take a look at the betting history as well as the General T&C there. I can assure you that I have followed all the rules that Casumo states in their terms. Hopefully, Askgamblers will make sure that justice always prevail. Please make sure that Casumo sends you this so-called "evidence" (that I consented with above here) and process this case as soon as possible. I am getting tired of having to wait for my rightful winnings.

Kind regards,

AskGamblers

• Support Team

7 years ago

Dear @Wille92,

Please be in aware that if you are not willing to provide written consent in order for AskGamblers Complaints Team to be able to conduct a serious, fair and thorough investigation on the issue, we will have no other choice but to reject the case. Please make sure to provide clear answer on the question posted by AskGamblers on July 31st.

Casumo Casino Complaint Stats

Resolved 73 / 78

Avg. Amount $14,310

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Casumo Casino Complaints

See all complaints for this casino

Account review and winnings pending

I have been waiting for 10 days for casumo to do an account review and withdraw my pending winnings.
I have been very cooperative and sent them all documents they have requested for and theres been no change.
I contacted customer support numerous times to try and get this sorted for me and they cant give me a time frame on when this will get done as it's done by a different department.
I am loosing confidence in this casino that I will receive my winnings from them!
No updates or time frame just get told the same thing to wait until I get an update via email? I dont know what else to do. I get told the same thing over and over again on live chat

57h left

£5,000

Withdrawal still pending and live chat is of no help

Hi, on 23/05 I submitted a withdrawal of $10000 and 5 days went by I had talked to live chat, I had emailed and still no update, then on 28/03 live chat told me to cancel withdrawal and withdraw again and it will work, now here I am back to square one and still no progress and no update. I've tired to withdraw smaller amounts.. and I am verified.

64h left

$10,000

Verification of identification failed for a week

Hi Askgamblers,

I won 60 000$ on casino casino. I withdrawn 8000$ and got all 4 Interac payments. Then I won 52 000$ few days later. Since then they ask for verification process: proof of address, proof of identification and other documents.

- I passed the address verification (verified) quick
- Proof of identification (Constantly Rejected)

I asked for a manual verification after 15-20 times being rejected. My documents and IDs are valid and legal and delivered accordingly by my State Government.

Talked with the fraud Department and they told me they would push the case further. Talked with the support live chat ( also told me they opened a ticket to get this verified manually and get my documents verified). 4 days ago. They told me they would contact me via email but since then no answer no email return after 3 more reply from my side. (Radio silence) Can’t withdraw my money.

It’s been more than a week trying to get verified sending perfect crystal clear pictures of my IDs, bank account statements, health insurance card ID, and selfies. Reasons for failing to verify. They then asked for my passport which I don’t have because I don’t travel. 4 days without any update neither a reply to my 5 recent emails. Went to chat 4-5 times repeating the same things.

- wrong documents
- too blurry
- missing information

The list goes on.

I’m asking Casumo to take the matter higher and get my IDs approved manually checked by the verification team. Which I already sent all documents they asked via email.

Resolved

$51,991

Withdrawals still pending after 3 weeks

I am writing to make a formal complaint regarding the handling of my account and withdrawals with Cosumo Casino.

I deposited funds into my account and played using only my own deposited money. I did not use any bonuses, promotions, or additional offers at any stage.

Following my gameplay, I made two withdrawal requests:

£200 on 22 April 2026
£3,210 on 24 April 2026

Both withdrawals were immediately placed into a pending status while I was asked to complete a verification process. I fully cooperated with all requests made by your team and supplied every document requested, including identification documents, photographs, and any other verification information required. I was eventually informed that my account had been fully verified.

Since completing verification, I have repeatedly attempted to contact your company to understand why my withdrawals continue to be delayed. For the past several weeks, I have contacted your live chat service on most days, often twice per day, asking for updates and explanations.

Unfortunately, I have received no meaningful assistance whatsoever. The live chat agents continually provide automated or generic responses and nobody has been able to explain:

Why my withdrawals have not been processed
Why there is still a delay after full verification
Whether there are any further issues with my account
Whether any further information is required from me

I also raised a formal complaint over a week ago and only received an acknowledgement email. Since then, I have sent eight separate follow-up emails requesting updates and asking for an explanation, yet none of these emails have received a response.

At no point have I been informed of any issue with my account, nor have I been asked to provide any additional documents or information. I have complied fully with every request made by your company.

I am now 80 years old and this situation has caused me considerable stress, both mentally and physically. I simply want my withdrawals processed and my money returned to me. Instead, I feel I am being ignored and sent in circles without any proper communication or support.

I have attached copies of:

My emails requesting updates
The acknowledgement of my complaint
Screenshots of my live chat conversations over the past several weeks

These attachments clearly demonstrate the repeated lack of response and the failure to provide any meaningful explanation regarding my withdrawals.

Resolved

£3,410

Issue Withdraw

Hello,

I am submitting this complaint regarding a delayed withdrawal on my account with Casumo.

Here are the details:

My withdrawal has been pending for over 15 days.

This is not the first time. A previous withdrawal took around 13 days and was eventually returned to my account without explanation.

I have contacted support multiple times, and each time I receive the same response: “Please wait, we are waiting for the provider.”

No clear explanation, no timeline, and no proof of transfer have been provided.

This situation is unacceptable

Rejected

$1,250

Pending withdrawal after everything verified

I am submitting this complaint due to an unreasonable and prolonged delay in processing my withdrawals with Casumo, combined with a lack of transparency and inconsistent information from customer support.

My account is fully verified. There are no pending documents and no outstanding requests from Casumo. I have already provided my source of funds from my employment, which has been reviewed and verified, as it has been previously.

No bonus was used at any point. All gameplay was conducted using my own deposited funds only, without any promotional bonuses or wagering conditions involved.

Despite this, my withdrawals have now been pending for over 11 days, which is well beyond the timeframe stated in Casumo’s Terms and Conditions. During this period, I have contacted live chat numerous times and spoken with multiple agents. Each time, I receive the same generic responses, such as:

– “Your withdrawal is processing.”

– “It is a large payout.”

– “The relevant team is reviewing the matter.”

– “You will be contacted by email.l”

However, no concrete explanation, reason for delay, or clear timeframe has ever been provided. No additional documents have been requested, and no compliance issues have been communicated to justify the continued delay.

I have acted in good faith throughout this process, complied fully with all requirements, and remained patient and cooperative. I am not seeking any special treatment — only the processing of a legitimate withdrawal of funds that I personally deposited, in line with Casumo’s own policies.

At this stage, I feel that I am being kept in a repetitive loop without meaningful information or accountability. This situation undermines trust in the payment process and leaves the customer without clarity or recourse.

I am opening this complaint to seek transparency and resolution, as internal support has not been able to provide a clear answer or timeframe after more than 2 weeks

I remain confident that this issue can and should be resolved promptly and fairly.

Resolved

£10,000

Casumo casino holds 381 pounds of my funds

Hello,

I used the complaints service as my account has been locked since 14/02/2026 and they won't release my funds and are claiming to be looking into my documents, they are giving generic responses repeatedly saying there is no timeframe and they are trying their best.

I have had many more chats that havent taken screenshots as raised to their support over 20 times. if you require me to chat with them and confirm anything and take a screenshot I can do so.

Attached screenshots from chat.

Resolved

£381

I have two pending withdrawals that I've had now for over 7 days

Casombie has taken it upon themselves to block my withdrawal requests and this is on top of the crazy long times they currently have to get withdrawals taken out. I have two pending withdrawals that I've had now for over 7 days and approximately $5,000 that I cannot even put in a request for because they have without reason locked my withdrawal pending verification. I've recently sent in the requested documents even though they were days late in giving me this option. It has now been 24 hours since I submitted my verification items and still nothing.

Rejected

57000 CAD withdrawal delayed for over 2 weeks

My account is fully verified. There are no pending documents and no outstanding requests from Casumo. I have already provided my source of funds from my employment, which has been reviewed and verified, as it has been previously.

No bonus was used at any point. All gameplay was conducted using my own deposited funds only, without any promotional bonuses or wagering conditions involved.

Despite this, my withdrawals have now been pending for over 11 days, which is well beyond the timeframe stated in Casumo’s Terms and Conditions. During this period, I have contacted live chat numerous times and spoken with multiple agents. Each time, I receive the same generic responses, such as:

– “Your withdrawal is processing.”

– “It is a large payout.”

– “The relevant team is reviewing the matter.”

– “You will be contacted by email.l”

However, no concrete explanation, reason for delay, or clear timeframe has ever been provided. No additional documents have been requested, and no compliance issues have been communicated to justify the continued delay.

I have acted in good faith throughout this process, complied fully with all requirements, and remained patient and cooperative. I am not seeking any special treatment — only the processing of a legitimate withdrawal of funds that I personally deposited, in line with Casumo’s own policies.

At this stage, I feel that I am being kept in a repetitive loop without meaningful information or accountability. This situation undermines trust in the payment process and leaves the customer without clarity or recourse.

I am opening this complaint to seek transparency and resolution, as internal support has not been able to provide a clear answer or timeframe after more than 2 weeks

I remain confident that this issue can and should be resolved promptly and fairly.

Resolved

$57,000

Withdrawals not received

Hi, hope you are ok

I made a withdrawal request totaling £14000 on 06.09.25, whilst my account is already fully verified.

Until today, I have not received anything.

I have sent several emails and several times reached out to live chat with the team. They are saying the same thing; we are waiting for the withdrawal team to proceed. When I deposit £500,& and I lose £ 800, and I deposit £500 again. When I lost and won a small amount, no one asked for any documents, and they paid me as well. Because my account was already verified at that time. But when I win the large amount of £14000. First, they paused my game, and I received this email. In line with a new business direction, we've had to put a permanent game type exclusion for a specific category/vertical. Then they decided my deposit limit is just £10,

Still, my game is paused just because of winning that amount.

I talk on live chat 3/4 times for about a pending withdrawal, and I ask if they need anything. They are saying all verification is done, so no need to send anything. Because you win a large amount, that's why it's taking a long time to process. And someone said on live chat just over the weekend, the payments were delayed, so no need to worry

Someone said this and that on live chat. Think so, I ask so many times about my pending payment. That's why the verification team asked me to send some documents like a driving license, selfie with driving license, bank statement,s this & that. And I have already provided what they asked me, but I have still not received my payment.

It's very disappointing to me.

Resolved

£14,000