Casumo Casino - Cannot find my funds that were rejected by my bank

Hi there OMATESZKO,

I'm sorry to hear you're experiencing this problem with your payment.

We of course would love to help you resolve this as soon as possible. Unfortunately, I can't look up or share account-related information here due to data protection. In this case, please send an email to [email protected] asking for assistance from Jay and referencing AskGamblers.

I understand this must be very frustrating, and naturally, we would like to get this resolved as soon as possible for you. Feel free to let us know once you've sent this email here so we can check further and update you accordingly.

Hoping to hear from you soon.

Kind regards,

Jay
The Casumo Team

Ok I wrote to [email protected], subject “ASKGAMBLERS”, I am confirming this here because I sent many emails before and never received a reply.

Ok so this is what I received from Casumo via email today.


Hi Oleh,
I hope you're well.
I'm contacting you today as we've just received confirmation from the payment provider that everything is completed and successful from their and our end.
We've been in contact with them multiple times and they've also been in contact with their banking partners who have confirmed that there's no returns for this payment.
However, if you're still missing your withdrawal kindly note that we will need a PDF from your bank confirming that the funds haven't arrived to them/your bank account and if they've returned the funds to us we'll need a PDF-statement of that as well.
This way we can investigate further regarding your withdrawal.


I requested pdf files fromy bank, but this sounds crazy - how can a swift payment not return within 5 working days? Where has it gone? My bank didnt credit the amount, it was automatically rejected. Impossible. They can’t find my money even with the swift information that I gave them. My bank also contacted Swift to investigate where the money is.

Hi there OMATESZKO,

Thanks for your update.

We will work to get this resolved as soon as possible and you should have received a response by email now in regards to your original email.

As soon as we have any updates, we'll be sure to let you know as soon as we can here and by email correspondence. We appreciate your patience as we look into this.

Kind regards,

Jay
Casumo Team

Ok so I sent my August bank statement yesterday, I am currently waiting for the PDF documents from the bank (that no funds have been credited to my account and the return transaction doc) to then send to casumo.
My bank is also waiting for a reply from SWIFT (they requested them to investigate the transaction on the 6th or September, still had no reply from SWIFT).

Hey OMATESZKO,

Thank you for your reply and for keeping in touch with us! Your files have been recorded.

As soon as you have the reply from SWIFT regarding the payment being returned from your bank to us, please contact us right away and we'll prioritize your case accordingly.

Looking forward to hearing from you soon!

Taylor
Casumo

Ok so the reply from SWIFT can take a while, they requested it on the 6th of September. We are waiting for that. Today my bank sent me the pdf file for the returned payment, I am attaching it here and also sent you an email.

Hello OMATESZKO!

Thank you so much for sharing this. We have received your email and are currently awaiting another response from the payment provider.

We will keep you posted accordingly.

Appreciate your time and cooperation on this issue.

Have a lovely day.

Taylor
Casumo

I have another question, you sent me proof of payment and it showed that the money was sent from Barclays, but on the return pdf file it shows this bank as reciever

UNICREDIT BANK AUSTRIA AG VIENNA 1020
VIENNA
AT
AUSTRIA

As I know swift payments are sent through several banks, is there any chance it got stuck somewhere on the way back? Can your paymets provider check with unicredit bank austria?

Hey OMATESZKO

Thank you for your patience!

We are still investigating it with the respective parties, so at the moment I am unable to give you a concrete answer. I apologize for the delay, however we will reach out to you as soon as we have an update.

Thank you.

Taylor
Casumo