Casumo Casino - Delayed payment which at the same time they claim to have paid me

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Hadz Vereinigtes Königreich
Veröffentlicht am 21. Dezember 2020

I made a withdrawal on the 8th of December, it is now 20th and no payment is in my account. I have verified my account and it has been successful, I pretty much had to upload my life to them. Although my account has been verified they still refuse to pay me and keep lying as to what is the situation.

1. I have been told via email that payment has been made and to send statement to prove no payment came through. Which I did.

2. I then have been told via email that payment was made and the payment provider has rejected it. And now it will be successful, no time frame was given.

3. Now I am being told again payment has been made on the 8th and it should be in my account and yet again having to send statements proving nothing has arrived. I have done so and now they are ignoring me. They keep lying and the last excuse they have made is that they are locating the funds and will let me know when they have done so. Given that they have exceeded all timeframes of payment already i find it difficult to trust that they will be locating the funds and get back to me anytime soon.

I have been given contradicting stories as to what is going on everytime I email them and live chat has completely gone quiet.

Please help this is the third time I'm raising a complaint on here.

AskGamblers
Veröffentlicht am 21. Dezember 2020

Dear @Hadz,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Hadz Vereinigtes Königreich
Veröffentlicht am 21. Dezember 2020

The total withdrawal amount is £400

Veröffentlicht am 22. Dezember 2020

Hi there HADZ,

Thank you for taking the time to tell us about your experience.

As we can neither look up nor talk about account specific details through AskGamblers, I'm afraid I cannot see the exact reason why you are facing challenges with your withdrawal.

From the information you have provided, it sounds like there has been an issue on the payment provider's end which has led to these uncertain delays. We are really sorry about that as I do understand how frustrating it must be for you!

Have you contacted your bank regarding this issue? They may be able to assist in locating the funds.

I understand that you may have lost your trust due to the waiting times, however, please do rest assured that your funds will be located and will be sent to you! We really appreciate your patience and understanding right now and can assure you that our team will do our very best to get this resolved quickly.

All the best,

Casumo

Hadz Vereinigtes Königreich
Veröffentlicht am 22. Dezember 2020

You cannot see why I'm facing challenges? You are the challenge. it sounds like your full of excuses, which one of them is the payment provider. I have asked for there details but was ignored. Now your trying to blame the bank??

I have been given contradicting stories from you. I just wish you would approve and send me my winnings

Veröffentlicht am 22. Dezember 2020

Hi there HADZ,

When a withdrawal has been rejected by a payment provider, we first need to obtain a PDF bank statement showing your full name and account number as well as all transactions from the day the payment was initiated until present day. Once we receive this, we then reach out to the payment provider so that they can investigate and locate the funds! It sounds like this is what has been done in your case, however, it can take a few days for the payment provider to get back to us.

If you requested the withdrawal to a bank account, your bank may be able to assist through the investigation and perhaps speed things up for you! 😊

We're really sorry that we can't provide further information via AskGamblers due to data security reasons. I would be more than happy to look into this for you though!

If you send over an e-mail to [email protected] we will ensure that a senior member of staff investigates the case to have this resolved as quickly as possible for you.

Best wishes,

Casumo

Hadz Vereinigtes Königreich
Veröffentlicht am 24. Dezember 2020

Looks like they have finally managed to process the payment. I want to thank the good people at askgamblers, I'm sure your inclusion made this happen faster.
As for casumo, your an absolute disgrace. People thinking to have a good experience avoid them like the plague. Zero customer service, full of excuses and disgusting behaviour. Don't know how they are still allowed to operate. Trust me I have more colourfull words for them but il respect askgamblers. Thank you

AskGamblers
Veröffentlicht am 24. Dezember 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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