Beschwerde #221 Casumo Casino

Account verification ended up in my account being closed and delayed £130 withdrawals

Von alivalentin

vor 5 Jahren

Hello there,

I have deposited thousands of pound into my account for many years in Casumo.

I have had my account verified and when I lastly deposited an amount of £10 and requested a withdraw of £90(won) - I ended up getting a document verification request. Which I have submitted and in the meantime while waiting I deposited another £10 and requested a withdraw request of £40(won).

After 5 days of waiting and endless amount of chat requests. I have received an e-mail saying:

Casumo account verification
We were not able to verify some of your uploaded documents. Please log in and check the account verification tab for more info.
Check out why the UK Gambling Commission thinks identity verification is so important

And why gambling companies sometimes need to ask for more details around your finances

Hours later:

Hi Ali,

I hope this email finds you well!

In order to create a safe and secure gambling environment and in line with regulations, we are regularly reviewing accounts, taking into consideration any source of wealth you have provided and comparing that to the level of spend on your account.

We also need to take into consideration, your affordability which means looking at your income and any regular expenses that you would need to meet on a monthly basis.

We have reviewed your account and based on our calculations your are spending more than your monthly affordability. For this reason we have closed your account from our end to ensure that gambling at Casumo does not become a financial burden in the long run.

We do understand that this is not the outcome you’ve expected, however, it is an action taken with your best interest in mind.

The following link to the Gambling Commission website provides a bit more information o this matter http://www.gamblingcommission.gov.uk/for-the-public/Safer-gambling/Why-does-a-gambling-company-want-to-know-about-your-finances.aspx.

I have come to realise that reviews on Trust for the past few days were also negative - as almost the majority of the gamblers were requested to submit a document and ended up in the situation I currently am.

I requested a withdrawal of £130 to my account via chat and sent an e-mail in regards this and no reply, whatsoever.

I really hope that Casumo will be able to sort this out and I will be more than happy to choose another Casino to spend my earning at.

Unseriöses Casino Casumo Casino

Grund Verzögerte Auszahlung

Betrag £130

Diskussion

AskGamblers

• Support Team

vor 4 Jahren

Dear @alivalentin,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Casumo Casino

• Representative

vor 4 Jahren

Hi there ALIVALENTIN,

First of all, we sincerely apologize for not getting back to you on this one - I understand how frustrating that must be, however, please rest assured that we have a new team handling complaints now who are more than happy to help you with any challenges you may be facing.

From the sounds of it, your account was previously closed due to affordability. We perform affordability checks to see if players play within their monthly affordability, as we do want to make sure players do not use funds they cannot afford to lose. This is why we ask for a payslip showing the regular monthly income and also a bank statement showing the incoming wages. Despite not depositing high amounts, we do want to make sure all players are comfortable with their spend.

These decisions are made with your best interest and wellbeing in mind and are based on guidelines from the UKGC.

As I cannot look up nor discuss account specific details through a public forum such as AskGamblers, I'm afraid I can't see the current status of your account, however, I do hope that your funds have now been successfully received.

If you are still facing any issues, please do not hesitate to get back in touch.

Wishing you all the very best,

Casumo

AskGamblers

• Support Team

vor 4 Jahren

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Casumo Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Casumo Casino Beschwerde-Statistik

Gelöst 73 / 79

Durchschn. Betrag $14,736

Durchschn. Dauer 10 Tage

Durchschn. Antwortzeit 2 Tage

Casumo Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

Casumo Spielothek - Schikaner Verifizierungsprozess und keine Zahlungen

Liebes Askgamblers-Team, vielen Dank für diese Gelegenheit, sich über das Casumo Casino zu beschweren.

Ausstehender Betrag: eine ausstehende Auszahlung von 7.000 € plus 3.151 € aind auf dem Konto verbleibenden.

Meine erste Einzahlung tätigte ich am 30. September, meine letzte am 23. Oktober. Insgesamt waren es 11.400 € Einzahlungen.

Ich habe am 27. Oktober 9.500 € erfolgreich ausgezahlt.

Danach begannen die Schwierigkeiten:

Sie baten um einen Kontoauszug - ich schickte ihn - sie lehnten ab, weil der Kontoauszug nicht die Quelle des Vermögens zeigt - also sagte ich ihnen, dass der Betrag aus Überweisungen von anderen Bankkonten stammt.

Sie fragten nach der Vermögensquelle - ich schickte ihnen den Kontoauszug mit den vielen Casino gewinnen aus dem Frühjahr (Hello Bank Austria) - Sie lehnten ab, ohne mir zu sagen warum. Ich arbeite derzeit nicht, aber in letzter Zeit habe ich einen guten Betrag in Online-Casinos gewonnen, das ist die Quelle des Vermögens.

Dann baten sie um einen Kontoauszug vom 1. September bis 23. Oktober (dieser Kontoauszug würde keine Vermögensquelle angeben, und sie sagen mir auch nicht warum sie diesen Kontoauszug benötigen).

Sie baten um eine Neteller- Abrechnung vom 30. September bis 23. Oktober - ich schickte ihnen die Abrechnung, damit sie die Einzahlungen an ihr Casino, die Beträge, die Daten, die Transaktionsnummern und meine Konto-ID sehen können. Und natürlich habe ich die Überweisungen von den anderen Online-Casinos geschwärzt. - Sie haben es nicht akzeptiert, weil sie den Auszug ungeschwärzt sehen wollen - Ich sagte ihnen dass Sie das nichts angeht und das kein Online-Casino jemals nach soetwas gefragt hat.

Sie sagten mir auch, das mein Status "arbeitslos" nicht zu meinem Highstakes-Spiel passt - also sagte ich ihnen, dass es keinen besseren passenden Beruf zur Auswahl gab. Ich hätte Sabbatical oder Privatier bevorzugt, aber es stand nicht zur Auswahl, also habe ich mich für arbeitslos entschieden.

Um es auf den Punkt zu bringen: Sie werden sich immer wieder neue Schikane Methoden ausdenken, um den Konto Status „unverified“ zu halten, damit sie nicht auszahlen müssen.

In echt Sie schon einmal 9.500 € ausgezahlt haben.

Zumindest kommunizieren sie mit mir, aber:

Schließlich wünsche ich mir, dass sie mit ihren nebligen Methoden aufhören, auf Fragen antworten und aufhören sich dumm zu stellen. Sie können keine ungeschwärzten Neteller-Auszug verlangen.

Sie sollten klar kommunizieren, welche Dokumente Sie benötigen und weshalb sonst dreht sich das ewig im Kreis. Damit wir weiter kommen und die 7.000 € und anschließend die 3.151 € ausgezahlt werden können.

In den letzten 17 Jahren habe ich auf Dutzenden von Online-Poker- und Casinoseiten gespielt, diese Seite ist die zweitschlechteste Erfahrung, die ich je gemacht habe.

Per Email schicke ich Ihnen noch folgende zu:

- Geschwärztes Neteller Statement sowie ich es an Casumo gesendet habe.

- Emails (diese sind etwas unübersichtlich) Ich kann diese auch gerne etwas übersichtlicher gestalten.

- Screenshots vom nicht verifizierten Account.

Vielen Dank für Ihre Unterstützung und beste Grüße

Ungelöst

€10,151

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

88h übrig

£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.

88h übrig

$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.

Gelöst

$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.

Gelöst

£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

Abgelehnt

$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.

Gelöst

£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.

Gelöst

£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.

Abgelehnt

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.

Gelöst

$57,000