Casumo Casino - Delayed my withdrawal on total 34000 euros

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.

Dear all,

This complaint has been reopened as per Casumo Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Hello LUCKY_SEVEN,

Thank you for taking the time to leave this review, we appreciate your feedback.

We are unable to comment on specific details related to this case on public forums however, we have contacted you privately regarding your account status. There are certain aspects that must be considered when processing a withdrawal, these have been discussed with you privately in our previous email.

Kind regards,

Freya,
Casumo.

Dear freya,

First of all, we didnt have any discussion, what i got from ur guys its nothing new, we will update soon we heard something.

And regarding you exclude my account and confiscate my money, did you guys ask for reason or something else, just sent me an mail and didnt answer my question or response to my mail.

Just stopped contacting?

Hi there LUCKY_SEVEN,

Many thanks for getting back to us.

We understand your frustration with this. In regards to the screenshot you have provided, I can advise that we have strict terms and conditions policy that is agreed upon at registration and must be followed. As referred to in the email body you have shown in your screenshot, we kindly ask you to refer to the terms and conditions, specifically to articles 4.1, 9.2, and 9.7 https:­//w­ww.c­as­umo.co­m/n­o/t­erm­s-a­nd-­con­dit­ions/

We take any investigation as such, very seriously and our contacting you to advise this would mean this is the final decision and the end of our investigation. We understand this may not be the resolution you were looking for, however, we are unable to change this decision and the resolution is final.

Kind regards,

Jay
Casumo

Hi,

Why didn't you guys say that when I deposit. But when I'm withdraw then you guys say this... My girlfriend just tap the spin button a couple of times only. Because i have to borrow her phone to login to keep playing while mine phone ran out battery, it was half year ago. Only once... and if its more than that, then i dont know. maybe somebody stole my account or my phone to do so.

Hi LUCKY_SEVEN,

Thank you for your response. While we do not send a specific email for this kind of behavior, please note that we cover this section in our Terms and Conditions, which are available for you to read and sign during the registration of your account.

Please also understand that it is your sole responsibility to keep your account login details safe, as well as comply with the Terms and Conditions you signed during the registration of your account.

Best regards,
Taylor
Casumo

Dear Casumo Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thank you in advance.

Hello AskGamblers,

Thank you for reaching out to us. We have sent you an email detailing the relevant information from this case for your reference. If you require any further information, please feel free to reach out to us via email and we will be happy to help.

Kindest regards,
Freya,
Casumo.

why haven't I also received this so-called proof that you have, I have previously asked about this, but none of you can answer. and only refer to their rule .4.2,7.5,etc.
so what rule have I broken and why not hear from me.
As soon as I contact Askgambler.com, you blocked my account?