I started playing on Casumo in 2022. During 2022, I played sports and slots and ended up depositing around $20,000 CAD in total. Casumo had verified my identity and address previously, and were fine with me making both deposits and withdrawals. I had ups and downs on my account, but eventually ended up going on a hot streak and built up a balance of over $90,000 CAD by March 2023. I successfully completed 2 withdrawal requests, for $4,800 CAD each, on March 16, 2023 and on March 27, 2023. When I went to submit another request on April 7, 2023, it got denied and my account was marked as unverified: they now asked me for some extra information, after at least a year of depositing and withdrawing with no problems:
"From: Player from Support
Sent: April 7, 2023 6:29 AM
To: <redacted>
Subject: CasumoCares about you
Hi Christopher,
Here at Casumo, we want to ensure that our players are not only enjoying themselves but are also spending within their means and using only funds you can afford to.
To verify your Casumo account please provide us with the most recent tax return in pdf.
Please understand that we need to clarify this with you in view of our regulatory obligations and also keeping in mind the safety of our customers, therefore it is important we understand the origin of the funds deposited on Casumo
Please appreciate that we may need to request further clarifications or supporting documents from you.
Kind regards,
Liz
Casumo Player Protection"
I complied and sent them all of the information they requested. They then continued to ask for more and more information from me, over a series of emails that lasted around a month. After I gave them all of the information I could possibly give, and continued to bug them every few days for status updates, they eventually marked my account as fully verified around the start of May, and let me do some withdrawals. I looked in my acount on May 1st and saw that it was verified, and confirmed with the following email from my VIP rep on May 2nd:
"From: Miguel from Support
Sent: May 2, 2023 8:28 AM
To: <redacted>
Subject: Casumo - Account Verification
Hi there, Christopher!
Miguel here from the amazing Loyalty Team! How are you doing today?
Apologies for the long wait. I have some great news though. I have checked for an update and I can see that your account has now been fully verified and no further documents or explanations are needed! Thank you so much for your cooperation and patience throughout this process. It is very much appreciated. I hope you continue to enjoy your adventure with us now that this process has been completed!
If you need any further assistance, please feel free to contact us via email or Live Chat.
Best regards
Miguel
Casumo Account Manager"
After getting that confirmation email, I completed the following withdrawals successfully:
- $9,500 CAD on May 1, 2023
- $9,450 CAD on May 10, 2023
- $7,597.00 CAD on May 15, 2023
- $9,500 CAD on May 23, 2023
- $9,500 on June 7, 2023
- $9,218.00 CAD on June 15, 2023
On June 29, 2023, I tried submitting another withdrawal request. I received an email saying "Your withdrawal was cancelled", with the following extra information:
"Your withdrawal has been cancelled as we haven't received the documentation required to verify your account.
Thank you for your cooperation.
Sent with ♥ from Casumo"
I tried logging into my account, and found that it was closed. I emailed my VIP rep, but he just said that another team had decided to close my account, and he couldn't provide me with any more information:
"So so sorry for the late reply! I've looked into this for you and it has been decided that as a business decision, we have decided to close your account with us.
At this moment the case is still being reviewed I have no further information that I can provide at this moment. We will get back to you with feedback on this in due course so I would ask for your patience and the relevant team will get back to you with feedback accordingly.
If you need any further assistance, please feel free to contact us via email."
I'm not able to log in to see my balance or verify dates, but after my last withdrawal I had around $37,000 CAD left in my account. I've tried following up with Casumo a few times, but just keep getting the same type of response. It seems like they were happy to keep my account open when I was losing a lot and depositing thousands of dollars with them, but started to do all sorts of sketchy things as soon as it was clear that I wanted to take some of that money back out. Unless AskGamblers can help, I'll be telling everyone I know to stay clear of this site because it looks like a big scam.
I don't care about not being able to play at Casumo anymore, but won't be happy until they pay me out in full
