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Casumo Casino - Withdrawal not paid into bank

GELÖST

Beschwerde-Info

Unseriöses Casino

Casumo Casino

Betrag

£ 20

Veröffentlicht am 12. März 2022

I withdrew £20 on 1st March (not a big amount, but it is the principle). After a few days, I went on the online chat to chase it up and was told the money had been sent on 3rd March. 3 days later and the money was not in my bank. I went back on the chat and was asked to send in a bank statement showing the money hadn’t gone into my account, and a screenshot from my bank's online chat to say it hadn’t. I provided both of these things within a few hours.

After another day I still had not heard back. I chased up again to be told it had been sent to the relevant team who would respond as soon as possible. After another day I sent in a complaint via email. Again no response. I went back on the online chat to be told I needed to send in a ‘signed letter from my bank’ confirming the money had not gone into my account. I have spoken to my bank who have again confirmed via online chat that the money hasn’t gone in, but won’t send me a letter. I have sent this to Casumo.

I find it completely unjustified that I am having to jump through hoops and provide things that I cannot when the issue is with Casumo and their payment provider. Bank statements are 100% accurate.

Veröffentlicht am 14. März 2022

Hi KATEHALL7969,

I'm really sorry you have not received your well deserved wins yet. Due to security reasons, I'm unable to look up nor discuss account specific details on a public forum such as AskGamblers, but don't worry , we have a way of resolving this situation for you, as we have done with other players in exactly the same situation as you.

Please contact your bank and give them the ARN (Acquirer Reference Number) numbers provided. With the ARN numbers, your bank should be able to confirm if the funds have arrived with you or not. If your bank's customer support tell you they don't now what this number is or what to do with it, please insist on speaking to the relevant department that handles missing funds or specialises in card transactions. Sometimes the correct department is called the "Charge Back" Dept, or Fraud dept. or sometimes Card dept.

Your bank will then either locate the missing funds or confirm they cannot locate them. If they cannot locate the funds, please come back to us immediately with a statement from the bank stating that based on the ARN provided, they cannot locate the funds (usually these statements are stamped and signed). We will then immediately contact the payment provider and resolve the case for you.

We really do apologize for this situation and look forward to resolving it as swiftly as possible.

Best wishes,

Casumo

Veröffentlicht am 14. März 2022

I have already provided you with all of the documents you have requested and need to prove the winnings have not entered into my account. I have taken to communicating with you on a public forum as you have not responded to the complaint I have sent you, or the other dozen emails I have sent you on this. Looking at other complaints from players on this site it looks like I am in a long line of people you have done this to, surely that would tell you there is a blatant problem with your payment provider? I will not let this complaint rest. You have fraudulently took my money and refused to pay the winnings I am entitled to. I will escalate this and will carry on doing so until you pay what is owed. As I have sent you all of the documents and you are not responding to my complaint, can you tell me what the next steps are to try and get a mutual agreed way forward?

AskGamblers
Veröffentlicht am 18. März 2022

Dear @Katehall7969,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required bank statement 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 document 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.

Veröffentlicht am 19. März 2022

All information was forwarded to Casumo, including bank statement. They ignored all of my communication. After I submitted a data access request and sent my complaint to the CEO, they finally released my withdrawal. I would recommend anyone in the same position as me to do the same. I have now closed my account with them permanently.

AskGamblers
Veröffentlicht am 19. März 2022

Dear all,

As apparent from the submitter's latest post, this case has been resolved and closed.

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

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  • 51 von 55 gelöst
  • 2 Tagen Durchschn. Antwortzeit
  • 1 Woche Durchschn. Lebensdauer
  • 4,330 USD Durchschn. Betrag

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