Withdrawals still pending after 3 weeks

Hello,

I used the complaints service as my account has been locked since 14/02/2026 and they won't release my funds and are claiming to be looking into my documents, they are giving generic responses repeatedly saying there is no timeframe and they are trying their best. 

I have had many more chats that havent taken screenshots as raised to their support over 20 times. if you require me to chat with them and confirm anything and take a screenshot I can do so.

Attached screenshots from chat.

I am submitting this complaint due to an unreasonable and prolonged delay in processing my withdrawals with Casumo, combined with a lack of transparency and inconsistent information from customer support.

My account is fully verified. There are no pending documents and no outstanding requests from Casumo. I have already provided my source of funds from my employment, which has been reviewed and verified, as it has been previously.

No bonus was used at any point. All gameplay was conducted using my own deposited funds only, without any promotional bonuses or wagering conditions involved.

Despite this, my withdrawals have now been pending for over 11 days, which is well beyond the timeframe stated in Casumo’s Terms and Conditions. During this period, I have contacted live chat numerous times and spoken with multiple agents. Each time, I receive the same generic responses, such as:

– “Your withdrawal is processing.”

– “It is a large payout.”

– “The relevant team is reviewing the matter.”

– “You will be contacted by email.l”

However, no concrete explanation, reason for delay, or clear timeframe has ever been provided. No additional documents have been requested, and no compliance issues have been communicated to justify the continued delay.

I have acted in good faith throughout this process, complied fully with all requirements, and remained patient and cooperative. I am not seeking any special treatment — only the processing of a legitimate withdrawal of funds that I personally deposited, in line with Casumo’s own policies.

At this stage, I feel that I am being kept in a repetitive loop without meaningful information or accountability. This situation undermines trust in the payment process and leaves the customer without clarity or recourse.

I am opening this complaint to seek transparency and resolution, as internal support has not been able to provide a clear answer or timeframe after more than 2 weeks

I remain confident that this issue can and should be resolved promptly and fairly.

Hi, hope you are ok

I made a withdrawal request totaling £14000 on 06.09.25, whilst my account is already fully verified.

Until today, I have not received anything.

I have sent several emails and several times reached out to live chat with the team. They are saying the same thing; we are waiting for the withdrawal team to proceed. When I deposit £500,& and I lose £ 800, and I deposit £500 again. When I lost and won a small amount, no one asked for any documents, and they paid me as well. Because my account was already verified at that time. But when I win the large amount of £14000. First, they paused my game, and I received this email. In line with a new business direction, we've had to put a permanent game type exclusion for a specific category/vertical. Then they decided my deposit limit is just £10,

Still, my game is paused just because of winning that amount.

I talk on live chat 3/4 times for about a pending withdrawal, and I ask if they need anything. They are saying all verification is done, so no need to send anything. Because you win a large amount, that's why it's taking a long time to process. And someone said on live chat just over the weekend, the payments were delayed, so no need to worry

Someone said this and that on live chat. Think so, I ask so many times about my pending payment. That's why the verification team asked me to send some documents like a driving license, selfie with driving license, bank statement,s this & that. And I have already provided what they asked me, but I have still not received my payment.

It's very disappointing to me.