Casumo Casino - withdrawal not yet received

Hey there Windsorma,

Thank you for reaching out and sharing your concern.

Our team requests a bank statement in order to escalate the missing withdrawals to the payment service provider. If in the event the investigation is inconclusive and the funds have been indeed sent to the bank, the next step would then be to raise a dispute with the bank who can look into the funds directly with the payment service provider using a provided ARN number.

We do appreciate the patience during this time and understand that a missing withdrawal is far from convenient. We will continue to do everything within our capability to assist in locating your funds.

Many thanks,

Casumo

Hi we have all ready done this you have all my bank statements and the bank have said they can’t trace any transactions or disputes because there has been no transactions all my bank statements are on file with you all we seem to do is go round and round in circles I won the money off you you haven’t sent the money as you have seen on my bank statements and you had a letter from the bank so it’s up to you to sort it you claim the money of your payment provider and send it me again as the bank instructed other than that there is no way forward

Hi WINDSORMA,

I'm really sorry you have not received your well deserved wins yet. I understand how frustrating this must be for you and hope to have this resolved as swiftly as possible.

Have you provided your bank with the ARN number? If you contact your bank and give them the ARN (Acquirer Reference Number) number, 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.

Looking forward to getting this resolved for you!

Casumo

Hi another message about the same thing and yes you have had a letter from the bank and no they can’t find it I am not ringing them again as this will be the 5th time they can’t find the funds even with the numbers as this is a complete farce and you obviously don’t care about your customers or you would just speak to your payment provider and sort it out I don’t really care now it’s just to much like hard work I will have to just give up and call the monies lost to robbery I am sure I am not the only one you have done this to just wish I have read the reviews of your very poor company I have now shut my account just hope people read this and don’t loose money like I have

Hi there WINDSORMA,

We are really sorry that your experience with Casumo has not been up to our usual standards. I understand that this has been a frustrating situation for you and please do rest assured that we want to get to the bottom of this, however, our payment provider is unable to assist us without documentation from your bank verifying that they were unable to find the payments with the ARN numbers provided.

We would really appreciate if you give this one more go and try to contact the specific department of your bank that handles missing funds or specialises in card transactions. As mentioned, "sometimes the correct department is called the "Charge Back" Dept, or Fraud dept. or sometimes Card dept." If they cannot locate the funds, they will provide you with a statement for us to proceed.

Once again, we do apologize for the inconvenience caused here and wish you all the best for a speedy resolution.

Casumo

Hi yes been back to the bank the fraud team has check through this again and they have said because they have done this three times now they are not going to do any more as they can’t you say it’s there fault and they say it’s your fault so no one can help it’s very disappointed with everything please can you and your team just sort it out the error is at your payment provider thanks < first name removed >

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 there WINDSORMA,

Thank you so much for going back to your bank - I understand the back and forth must be frustrating but we really appreciate your cooperation.

All we need is a copy of the email or a statement in which the Fraud department said that they cannot locate the funds. As soon as this is done, we will be able to investigate further.

Looking forward to getting this resolved for you!

Casumo

Hi I have emailed the bank again as the last three letters I have sent you they can’t find what u are asking for it’s there any point of sending you the same thing over and over again then your reply being I must ask my bank if they can find these transactions so we have done this four times now and how much further forward are non

It must be over two months now I have waited and nothing so please just sort this out so we can end these pointless conversations thanks

Ann < some data removed >

Hi WINDSORMA,

Due to security reasons, I'm unable to look up nor discuss account specifics on a public platform such as AskGamblers, however, we do really want to get this resolved for you.

If you have provided us with letters from the bank saying they are unable to locate your funds using the ARN number provided, then we should be able to pass that on to the payment service provider to conduct another investigation. If this is the case, please send an email to [email protected] stating "FAO Manager" and attaching the letters. We will ensure that this is then taken care of with the highest priority.

Thank you once again for your patience.

Casumo