Casumo Casino - Withdrawal delays

Hey there Denis321,

Thank you for taking the to share your feedback about your experience with us. I am of course sorry to hear this has not been a positive one.

From time to time on rare occasions, it can occur that a withdrawal may not complete its journey to your account. This is due to circumstances outside of our control however rest assured should this occur we do our utmost to ensure the funds make their way to you.

We do fully understand the inconvenience of this and appreciate your patience during this time. A bank statement would be needed in most cases to identify the missing funds and reach out to the payment service provider to investigate. It can take some time to receive a response from the payment service provider, I assure you the moment we receive an update we reach out to the account holder immediately.

I would advise you to pop into our live chat and speak with one of our Ambassadors, we can reach out to the payment service provider once more to push for an update, should you not have received one already since sharing this feedback.

We apologize for this inconvenience and hope to have an opportunity to recover the experience for you in the near future.

Many thanks,

Casumo Team

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

I am still awaiting my monies, I had asked for a email directly to my email address which is over a week ago and still no response.

I have spoken numerous times to the “Chat” and while the person I have been speaking to was helpful and asking the questions up the line for me, the lack of the ability to provide any evidence to me that the a payment was attempted due is beyond hilarious !

I work In financial services and in a previous guise my role was processing multiple transactions across numerous currencies and jurisdictions and I would have had to provide evidence of a payment had been delayed or misplaced.

Im being asked for further evidence from
My bank to show the payment have not being received I have already submitted 2 sets of PDF bank statements, at this point I don’t believe I will ever see my money.

Good Afternoon Denis321,

Thank you for your response.

We are of course sorry to hear that your case is still ongoing. It is completely understandable that continuously returning to Live chat is far from convenient, we want to do all we can to find a resolution for you.

We are however limited to what information we can provide via public platforms due to the sensitive nature of the data involved. We have communicated your concerns to Douglas who is eager to assist you and to find a resolution as fast and conveniently for you as possible.

Please send an email to [email protected] with the subject FAO Douglas - Ask Gamblers complaint, and he will handle your case personally.

Many thanks,

Casumo team

Dear @Denis321,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note 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.