Casumo Casino - Verification and withdrawal pending for 13 days

Update! After 16 days without a response they are now looking for another form of ID even though I've sent my passport, scanned and photo. Another stall tactic!

I have used my passport as identification in all manners of life without issue. Now they want another form of ID. See attached.

This can't be standard practice only a way to stall verification and withdrawal. If this was standard they would have no users. See attached reply. Complete joke.

The most unprofessional site I've ever came across.

Dear Casumo Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Hi there OBCD188,

First of all, we apologize for the delayed response.

We are sorry to hear that you are having such an unpleasant experience with Casumo.

Kindly note that in order to stay compliant as a gambling operator, sometimes we have to request further documentation as well as documents related to your source of funds. Our relevant team is working around the clock to get all documents reviewed as quickly as possible.

As a European company, we adhere to the rules set out under GDPR. This means that whenever we request documents from you, they are handled under principles and security measures set out and approved by these guidelines. We have regular internal as well as external audits to ensure these measures are always up to standards. While I can assure you here that your information is safe, you can if you like read more about this in our Privacy Notice found in the footer of our website.

As we are on a public forum, I am not able to look into your account specifically, but please do not hesitate to reach out to us via email at [email protected] or our 24-hour live chat service where we can of course help you in more detail.

We really appreciate your patience and cooperation and wish you all the best in the meantime.

Kindly,
Casumo Team

I have sent every document imaginable and still you refuse to verify my account.

Now I've received an email saying you haven't received my "alternative ID" with a bounce back email from your exchange server. This was 2 photos taken and attached and marked as spam???

I've also sent my government ID to your support which has been uploaded.

I've also now received an email to say my withdrawal has been cancelled??? See attached.

What is going on???

I've showed all my colleagues and yous are a laughing stock!

Do you need the colour of my socks next?

Now I've been asked to send a pic of me holding my passport to my face.

It gets funnier!

Dear @Obcd188,

The AskGamblers Complaint Team is kindly asking you to assist the Casumo Casino team further and comply with the required verification policy.

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, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required verification picture, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

Dear AskGamblers,

I have sent everything requested of me, including a picture of me holding my passport.

This is now day 19 waiting on verification.

Update: I have been given a link to upload all my documents. Everything has been uploaded. Proof of income, bank statements showing payment by my employer, bank statements showing deposits to Casumo, passport ID and photo of myself to verify, picture of front and back of bank card used to deposit and most recent payslip from employer. All original PDFs from bank and employer.

There is nothing further I can do!

This is going on 21 days now. Please get this sorted!

Dear Casumo Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Hi OBCD188,

We are truly sorry to hear that you've not yet received an update regarding your verification process.

We completely understand your frustration with the long wait. However, we can assure you that we are doing everything we can to get the case solved for you in the swiftest way possible.

As mentioned, as we're on a public forum, we would be unable to provide any account-specific information here. However, we'll be sure to reach out to you via email once we have any updates for you, or you are welcome to reach out to us via email at [email protected] or in our live chat and we can give you more details regarding your verification status.

We appreciate your continued patience, and hope to have a resolution for your soon!

Wishing you the best in the meantime,
Casumo