Winnings not credited to my account

I am writing this complaint because for the past 6 weeks, I have had 3 pending withdrawals from my account, which I have still not received. I requested these 3 withdrawals on the 22nd May, and today is now the 25th June, and I have not received them.

On 22nd May, I deposited £1,500 into my account. Please note that at this time, my account was fully verified and there were no restrictions or issues around either depositing these funds or using these funds on my account. I have been a customer of Casumo for over 6 months and have never had any issues. I was able to use these funds within my account freely, and on the same date, I made 3 withdrawal requests, one for £6,000, one for £5,500, and one for £100. I was unable to make the withdrawals in one attempt as it said that the amount exceeded the maximum withdrawal limit.

Almost immediately, I was requested by the live team chat to send in a bank statement of the card that I used to deposit the £1,500 on 22nd May, as I had requested my withdrawal to be actioned to the same bank account. I swiftly sent this document in on the 22nd May, and I received an email stating that it was approved and that there was no further action on my end for my 3 pending withdrawals to be actioned and processed to this requested bank account, which is the same account that I had used to deposit the £1,500.

I was told by the live team chat that these withdrawals would be processed shortly by the withdrawals team and that I should receive them within 24 hours, as per usual.

I waited until the 26th May; however, I did not receive any of these 3 withdrawals, and so I contacted the live team chat again, as there is no telephone number to be able to call. I was then told that all 3 of my withdrawal funds are completely secure and that it has already been escalated to the withdrawals team and perhaps due to the overall amount exceeding £10,000, the withdrawals would have to go through additional checks, prior to processing the withdrawal, but then they again reassured me that my withdrawal funds were completely secure and that this additional check would only take up a maximum of a couple extra days and so I should receive the 3 withdrawal funds within a week of the overall request.

Then, on the 27th May, I noticed that I had a new verification request outstanding for proof of ID and proof of address. I swiftly uploaded these documents, and the proof of ID and proof of address documents were accepted fairly quickly. I then once again checked in with a live agent again and it was then confirmed to me that there are no outstanding verification documents required on my end and that there was no further documents at all required for their withdrawals team to be able to process these 3 withdrawals to my requested bank account and that they would again escalate it to the withdrawals team and so I should receive it very soon. I then requested a contact for the withdrawals team, but I was informed that there was none and that even the live chat team was unable to get in contact with the withdrawals team, and that I should send in an email, which I then did so.

However, I then received an email on the 1st June from the Player Protection Team, requesting information about some transactions on my bank statement that I had previously provided, along with some documentation requests. I replied to this email on the same date with the information requested and the details of those transactions. I also received another verification request on the 1st June within the verification section on the app (which was more than 10 days after my 3 withdrawal requests, and which at the time of these 3 withdrawal requests on the 22nd May, my account was fully verified, so there was no need to delay the withdrawal, but also up until the 1st June, it was confirmed by multiple live chat agents that everything on my account was verified and so that the 3 withdrawals could be processed very soon), I then received 2 new requests asking me to upload proof of income and provide my source of wealth.

Anyways, on this date (1st June), I then uploaded the bank statement for the period from 1st April 2026 - 30th April 2026 and my April payslip, but these were rejected via email on the 4th June with the reason that the bank statement did not cover the whole period of April and then also that the payslip was not sufficient enough to cover my net loss for my account. First of all, I want to make it clear that in fact this bank statement that I uploaded did in fact cover the whole period of April 2026, but also I do not see the importance of my payslip not being able to cover my net loss for my account should then delay my 3 pending withdrawals; if anything, it should only prevent me from further depositing any funds.

Regardless of this, I have then replied to this email again on the 4th June, with my bank statement for the period from 1st April 2026 - 1st May 2026, thus again covering the whole of April, but this time adding in an extra day to make it extra clear. In this email, I explained that although there are no transactions past the 12th April 2026, you can clearly see the statement does cover the period from 1st April 2026 to 1st May 2026, as shown by the top right-hand side of the document. Regarding the April payslip being rejected, I was requested to upload a PDF of my SA302 Tax Return for the 2025/2026 period, as my proof of income and my source of wealth, which I then did directly within the verification section of the app.

Please note that, as I have mentioned, my deposit on the 22nd May was for a total of £1,500 and there was no restriction on this. My account was fully verified at the time of depositing, but also at the time that I requested the 3 withdrawals. These additional verification requests only came on the 1st June, and so I do not understand why these have caused such long delays to my 3 withdrawals from the 22nd May.

On the 8th June, I then received another request, stating that everything was closed off now, except for my proof of income and my source of wealth. However, both of these documents have been shown as 'rejected' within the verification section of the app, but I never received an email to explain why. On the 11th June, I then received another email stating that 'my account is under review' and when I log into the app, it shows that my verification for both of my source of wealth and my proof of income has still failed. There was no reason provided in the email I received (the email only states that 'my account is under review' and does not mention the verification of my source of wealth and proof of income failing at all), and the live team chat is unaware of why this has failed. I have uploaded the exact documents that were requested from me, which were a PDF of my 25/26 SA302 tax return, as this shows my income from various sources of income in this period and thus also my source of wealth, which is from these multiple income sources. I have since sent in multiple emails regarding this as I am not sure why these documents were rejected when I in fact uploaded the exact documents that were requested of me by their team.

On the 22nd June, I then received another email (which did not address any of my questions regarding the source of wealth or proof of income verification failing) but instead requested me to send in another bank statement for the period of April 2026, which showed my source of wealth. I responded to this email saying that my SA302 Tax Return for the 2025/2026 period, which I had already provided was the best document for this, but I had then also attached my savings bank account statement, covering the whole period of April 2026 and explained that my various sources of income (which my SA302 Tax Return for the 2025/2026 period shows) is the source of the funds for this account.

I then had a further response on 26th June saying that those verification rejections are actually system-generated and that I should ignore them, and that they have received all my documents and information and are still conducting this account review but are unable to tell me how long this will take.

I have responded to that email (to which I have had no response) stating that I am happy for them to conduct this account review, but I see no reason as to why they should still withhold my 3 pending withdrawals from the 22nd May 2026 whilst they do this. I mentioned that I have already provided them with my SA302 Tax Return for the 2025/2026 which shows how I am able to support my deposits and thus shows the legitimacy of my funds and thus there is no reason whatsoever why they should look to delay these 3 withdrawals from the 22nd May any longer.

It has now been 6 whole weeks since these 3 withdrawals have been pending.

Kindly please assist me with this.

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.

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.

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.