Casumo Casino - Verification issues with bank statements

Hey there Sherrizamani,

Thank you for taking the take to share your feedback.

Verification requests of this nature (Proof of ownership) are an important step in ensuring Casumo remains a safe, responsible and compliant online Casino. In order for us to do this effectively and efficiently, we require a statement showing account holder name and deposit made to Casumo. We understand that this may be listed as gigadat, we can identify this by, but not limited to, date and amount of deposits.
From what I can see in the documentation you have copied in your feedback above, there is no single documentation with this listed.
Without the required documentation, we are in line with our terms to not proceed with transactions in the account until it has been provided.

We appreciate your understanding and once again thank you for your feedback.

Kind regards,

Casumo

Hey there,

Thank you for your response.
I fully understand the requirements and verifications casumo needs to take into consideration for its own players safety and real identity, however, I have already provided the required documents asked, gotten approved and then casumo decided to add couple of excessive documents for me to upload. I was first verified and then I got denied because casumo added more documents for me to upload.
I have already attached the E-transfers made to casumo to prove that I have sent $90 on January 27th through e-transfer. I have also sent a screenshot of the email i recieved from casumo itself stating that they have recieved the funds I have sent them.
I believe that itself plus the paper copies of my bank statements shows that I have in fact used my bank account under my name and my address to send money to casumo through E-transfer.
Not only I was asked to go to my bank by one of your agents to print out a copy paper of my bank statement on January 27th, I was then denied verification because casumo suddenly decided they want a PDF form of my bank statement. Even though I have already sent that several times and gotten rejected because again “casumo wasn’t shown on the statements”. I even have proof of the e-transfer made on January 27th on my paper copy highlighted in green and as you can see it does not show any names of “casumo” or “gigadat”.
The name “gigadat” only shows up on my e-transfer history, which again I have already provided that as well.
I just don’t think believe the excessive need to send in more documents is necessary at this point when I have already sent enough proof showing that I made e-transfer deposit through my bank account to order@­ord­erd­epo­sit.com or gigadat.
I have already explained numerous times that bank statements DO NOT show any names if it was sent through e-transfer and it sure is not my fault that you have put e-transfer as an option to send in money, but yet you are not able to verify that because it doesn’t show up on bank statements.
I have also read your past reviews by other players who seemed to have the same issue with e-transfer and how they were never b verified nor gotten their winnings because casumo kept adding more verifications and asked for a bank statement that will never show any names but it will only be shown as “free interac e-transfer”. Even if I were to send that money to a friend or another company, it still would not show any names the money was transferred to.

This is very common with most bank accounts in Canada.

And it’s something that casumo should keep in mind when they let give their players the option to transfer money through electronic transfer.

Anyways, I have made my points and I’m going to send in more attached documents backing up my points.
Also, I think it’s funny because on your website it states that screen shots or paper copies are acceptable and when I sent those in I was asked for a PDF format and was told paper copies are insufficient.
I just think at this point you have enough proof of my bank and my identity to verify me.
I also forgot to mention that Shortly after your response you asked me for a photo of my face holding my ID next to it when in fact I have already sent those in on here.
Again, the excessive amounts of documents asked are unnecessary and ridiculous at this point.
I legally have rights to be allowed to withdraw my winnings and casumo is legally entitled to send in the players winnings after sending in the proven verifications asked.
I think it’s very unprofessional and harassing to keep adding more documents for your clients when they have already proven identity.
Again, I’m going to send in these proven documents to back me up.

I hope we are able to work this through and come up with a solution otherwise You’re only going to lose more players in the future.

Thank you,
Sherri

Hello again Sherrizamani,

Thank you once again for taking the valuable time to express your queries in-depth and share your feedback.

As we've mentioned previously, verification requests of this nature (Proof of ownership) are an important step in ensuring Casumo remains a safe, responsible, and compliant online Casino.

To reiterate, in order for us to do this effectively and efficiently, in these circumstances, we would require an original PDF statement showing the account holder's name and deposit made to Casumo. We understand that for Canadian depositors, this may be listed as originating from gigadat, however, we can identify this from, (but not limited to), the date and value of deposits.

To again confirm our earlier statement; without the required documentation, Casumo would be acting in line with our terms to not proceed with transactions in an account until it has been provided.

We understand appreciate your understanding and once again thank you for your feedback.

Kind regards,

Casumo

Dear @Sherrizamani,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Casumo Casino team 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. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Hello again,

I have already provided the documents you have asked.
However, my new statements will be uploaded on my bank account in February 20th. That new statement will be showing the deposit and transfers made to gigadat on January 27th.
I will be uploading those once I recieve them.
I really do hope after sending that, I will be able to finally withdraw my money and our problems will be solved. Like I mentioned again e-transfer won’t show the name casumo on bank statements however it will show the amount of transfers made plus date and ownership of the bank.

You will be recieving it by February 20th.
Thank you,
Sherri

Hey there Sherrizamani,

Lovely to hear you are able to send in the required documentation in the coming days.

Once received our team will of course have it reviewed as fast as possible so we can get this resolved for you real quick.

All the best,

Casumo

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.

Dear Askgamblers,

Our response has been submitted on the 18th of February above.

Many thanks,

Casumo

Hello again,
Here I have the updated bank statement showing e-transfers made from January 24th- January 27th. Those are the dates which I e-transfered money to casumo.
Hope this proves what you have been asking for.
as you can see e-transfers do not show any names on bank statements but I’m sure the dates and the amount of money will be enough proof of my ownership of the account.

Thank you,
Sherri

Hey Sherrizamani,

That is wonderful to hear, thank you for the cooperation.

We look forward to hearing from you once you receive a resolution regarding the verification of your document.

Kindest Regards,

Casumo