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Casumo Casino - Winnings not credited to my account

Complaint Info
Disputed casino Casumo Casino
Reason Wrong calculations
Amount € 1100
bibi Netherlands Message
Posted on November 12, 2016

hello i have been playing with casumo casino for a while now i have two issues with them first time i deposit 30 euro i went up to 300 then i logged out and log in back it was at 36 i sended an email and i got a reply it was not seen in my betting history now today i been playing since morning i wnt up to 800 euro then to 1400 i can even descrive what i got to win this amount i was so exicted i took screem shots to show my friends then i wanted to switch games when i went to home page i only had 300 euro in my account from 1400 to that i email costumer service and this was my answer (Casumo
Nov 11, 2016, 01:32PM

Hey bebi

I have tried to locate these but like before your game history isn't show the amounts quoted, What can happen is that if you've left the game open and it times you out but then you go back and play the game it will continue to play but it's not a real game, you always need to refresh if you leave your device on the game whilst you go do something e.g answer the door, make a cup of tea or something along those lines.

The Maximum I can see you having at any one point today whilst playing Book of Dead was €341.40 and this was after you win of €210 at 11:24.

All games after that were also played normally, I do not see any bigger wins than €210 on Book of Dead.

Get back to me if you're unsure about my answer :)

Speak soon

Casumo Ambassador this was my answer how is this possible i have the screem shots to proove i hope someone can help me its not right and its not the way to be with players i played for hrs and was so happy just to know this best regard bebi (ps screemshots are uploaded)

Posted on November 13, 2016

Howdy Bebi,

I am sorry to hear about the frustration you've had with this.

As this is public forum I wont be able to go to any details here, so if you have more questions or need any clarification you are more than welcome to contact us at [email protected] or chat so that we can help you in the best possible way. We are available 24/7. Thank you.

I wish you a wonderful day!

Kind Regards,

Posted on November 15, 2016

Dear @bibi,

Please keep in mind that AskGamblers Complaints Team is currently in a direct communication with the Casumo team regarding the reported issue. As part of our investigation we requested from the Casumo team a complete log of your gaming activities from 11/11/2016 and we need your consent. Please confirm.

Thank you for your cooperation.

Posted on November 15, 2016

Hi Bibi,

To follow up with the findings from our end as previously informed in our email conversations:

Our logs show that on November 11th you were logged out from your account at 11.54 and then logged back in again at 13:28.

The time stamp in your winning screenshots indicate that they took place on 12.17 and 13.11 on said date, this being during the time you were logged out from your account.

This means that this game play would have been in Demo play, a trial mode using free money that is enabled when playing the games while being logged out.


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