Casumo Casino— player complaints: 5 in English

Reason: Delayed payment I am submitting this complaint regarding a withdrawal of £900 that has been pending for 4 weeks. My Casumo account is 100% fully verified, which has been confirmed by customer support on numerous occasions. No further documents or compliance checks have been requested.I keep being told by support agents that my case is "escalated" and in a "queue." Most recently, on Wednesday 30th September, an agent named Ivy explicitly stated in live chat: "Give it a day or two, and this will be resolved." It has now been well past that deadline, and my funds are still withheld.My internal Casumo ticket reference number is CPI-8247. As a UK player, holding my funds for a month without a valid regulatory reason is a direct breach of UKGC rules against creating unnecessary withdrawal barriers. I want my £900 processed immediately.

Reason: Delayed payment I am submitting this complaint regarding a £400 withdrawal from Casumo requested on 17 September 2026, which remains unpaid more than two weeks later.The withdrawal was made using the payment method connected to my NatWest debit card/Apple Pay.Shortly after the withdrawal attempt, I received multiple NatWest notifications showing £400 Casumo transactions being declined.Casumo subsequently requested a bank statement from me to verify ownership of the payment method. I provided this immediately. Casumo then confirmed that my account was fully verified, and I have repeatedly been told that nothing further is required from me.Casumo later confirmed that the original £400 withdrawal transaction had failed and opened a Payments Team case under reference CPI-7912.Since then, I have contacted Casumo numerous times by live chat and email. I have repeatedly been told that the case has been escalated to the Payments Team, that there is a backlog, and that I will receive an update by email.Despite this, I have never received a single substantive update from Casumo’s Payments Team.At various points I was told the Payments Team was “actively working” on the case. I was subsequently told by another agent that the case was actually still in a queue waiting for the Payments Team to pick it up.I have now also been told by Casumo customer support that they cannot communicate with the Payments Team in real time and can only send messages through internal channels and wait for a response.Because Casumo was unable to explain the technical reason for the failed payment, I investigated the issue directly with NatWest myself.I reproduced the problem using a separate £10 withdrawal. NatWest then investigated the failed transactions and confirmed in writing that the Casumo withdrawals were incoming debit-card credits and that NatWest had declined them because of its policy restricting debit-card credits from certain gambling merchants.NatWest further confirmed that they cannot override this decision and specifically advised me to contact Casumo to arrange an alternative method of receiving the funds.I supplied this evidence to Casumo and requested that my £400 be paid using an alternative method, such as direct bank transfer.I am fully willing to provide my sort code, account number or any other information reasonably required through a secure process.Despite the technical cause of the failed withdrawal now having been established, Casumo has still not arranged an alternative payment method and has provided no substantive update from its Payments Team.I have therefore also raised a formal complaint with Casumo under reference CAS-ATA02Z.My complaint is not simply that a withdrawal has taken longer than expected. My concern is that:* my account is fully verified;* Casumo has confirmed nothing further is required from me;* the original payment failure has been identified;* NatWest has confirmed the existing payment route will not work;* I have provided Casumo with that evidence;* Casumo has not arranged an alternative payment;* and after more than two weeks I have still never received a substantive update from the Payments Team supposedly handling the case.I am asking Casumo to immediately arrange payment of the outstanding £400 using an alternative withdrawal method, preferably direct bank transfer.If Casumo believes there is any reason why this cannot be done, I ask them to explain clearly what that reason is and what, if anything, they require from me to resolve it.I can provide screenshots of the withdrawal, Casumo verification confirmation, Casumo live-chat conversations, formal complaint acknowledgement, and NatWest’s written confirmation of why the card credits are being declined.

Reason: Delayed payment I am submitting this complaint regarding withdrawals totalling £74,300 from Casumo, requested on 7 August 2026.More than five weeks have now passed and the withdrawals have still not been completed.I submitted a formal complaint to Casumo on 25 August 2026, reference CAS-5SX5UZ. I have also sent follow-up emails and contacted Live Chat repeatedly, but I have received no substantive explanation for the delay.On 3 September, a Casumo representative checked my account and confirmed in writing that the withdrawals were still processing and active, totalling £74,300, and that no documents were currently required from me. The case was also escalated as high priority.On 14 September, I contacted Casumo again. Their representative confirmed in writing that:the £74,300 withdrawal is still being processed by the Payments Team;it has not been cancelled;it is not suspended;it is not blocked;my recent unanswered emails are visible in their system;and the case has again been escalated.I have fully cooperated with Casumo and remain willing to provide any legitimate verification or information they require. However, Casumo has not requested anything further from me and has not provided a substantive reason for keeping the withdrawals pending for more than five weeks.Casumo has successfully processed smaller withdrawals for me in the past.I am asking AskGamblers to assist in obtaining a substantive response from Casumo and resolution of the £74,300 withdrawals.I can provide screenshots of the relevant Live Chat conversations, complaint correspondence and confirmation of the withdrawal status. --- Ответы в треде --- AskGamblers • Support Team 2 days ago Dear Casumo Casino,Please let us know if there are any updates regarding this ongoing complaint. Thanks in advance for your cooperation. kolasa85 • United Kingdom 6 days ago The issue is NOT resolved. Casumo has now confirmed that my account verification is complete, my account access has been restored, and they have also confirmed publicly that no additional documentation is required from me. However, my withdrawals totalling £74,300 are still showing as pending and have not been paid. Casumo states that only its remaining internal/compliance checks are still ongoing, but I have still not been given any meaningful timeframe for completion. I have completed everything requested from me and there is currently no outstanding action required on my side. I therefore ask AskGamblers to keep this complaint open until the full £74,300 has actually been released and paid. The complaint remains unresolved. Casumo Casino • Representative 1 week ago Dear AskGamblers and Customer, Thank you for reaching out and sharing your detailed concerns regarding the pending withdrawal of £74,300. We understand how frustrating this delay is, and we appreciate your cooperation throughout the process. We would like to assure you that your account and requested withdrawals are receiving direct attention. While we understand the concern surrounding the time taken to complete these checks, larger withdrawals and ongoing routine reviews require extensive internal and regulatory assessments. These processes are strictly necessary to ensure compliance with our security and licensing obligations. We can confirm that all submitted identification and address documents have been received by our dedicated team and are being processed as part of this active review. At this stage, no additional documentation is required from your end. Our compliance team is working to finalize the remaining checks as quickly as possible. As soon as the review is complete, you will receive a direct update regarding the status and release of your funds. Thank you for your continued patience and understanding in this matter. Kind regards, Benji Casumo kolasa85 • United Kingdom 1 week ago Dear AskGamblers and Casumo, I need to be very clear now: this issue is still not resolved, and I am extremely disappointed with the way Casumo has handled me as a customer. My withdrawals totalling £74,300 have been pending since 7 August 2026. We are now well over six weeks into this process, yet I continue to receive essentially the same response over and over again: that “standard checks” are still ongoing, that the matter is being treated as a priority, and that I should continue waiting. At this point, those repeated generic assurances are no longer acceptable to me. I have played legitimately with Casumo, deposited my own money, completed verification previously, and Casumo has successfully paid me multiple withdrawals in the past. I am attaching evidence of those previous successful payments. What I find particularly frustrating is that I have already gone through identity and address verification before, yet I have now been asked again to provide proof of identification, proof of address and further identity verification. I complied immediately. Casumo’s system then showed that both documents were being verified, and later displayed: “You’re all set. You don’t need to upload anything now.” So from my side, I have cooperated fully every time Casumo has asked me for something. What I cannot understand is why Casumo was able to accept my deposits and process previous withdrawals without this extraordinary delay, yet now that the amount is significantly larger, my money has remained unpaid for well over six weeks. I fully understand that a larger withdrawal may require additional security or regulatory checks. I am not objecting to legitimate verification. What I object to is the length of the delay, the repeated requests for verification, the lack of a meaningful explanation, and the same generic “checks are ongoing” response being repeated for weeks. If further verification was genuinely required, I do not understand why Casumo waited so many weeks before asking me for it, particularly when I had repeatedly asked whether anything was required from me and was told that no additional documents were needed. I feel that I have done everything reasonably expected of me as a customer, yet I am still left without my £74,300 and without a clear explanation of what is actually preventing payment. Therefore, I am asking Casumo publicly and directly: Have my latest proof of identification and proof of address now been accepted? Is there anything whatsoever still required from me? What specifically remains to be checked before the £74,300 can be released? Why was this additional verification only requested after the withdrawals had already been pending for so many weeks? Why were my previous withdrawals processed successfully while this withdrawal has remained under review for such an exceptionally long period? Is Casumo able to provide any meaningful timeframe for completion, rather than another statement that the review is simply “ongoing”? I have been patient and cooperative throughout this process, but after more than six weeks I am extremely frustrated and I feel that I am being treated unfairly. I respectfully ask AskGamblers to keep this complaint open until the full £74,300 has actually been processed and paid. I am attaching evidence showing previous successful payments from Casumo/RECRO LIMITED. The issue is not resolved.

Reason: Delayed payment I made a withdrawal of £350 on 21st August had an email saying the funds were on the way. On the following Monday, I got in touch via live chat as I still hadn’t received them, and was told it was a failed withdrawal and it was going through the payments team to be done manually. On Friday, when asking for an update, I was told it would be completed within a couple of days. I have since been in touch many times to be told the exact same thing, just being fobbed off. For a casino that supposedly works 24/7, I am struggling to understand how I am still waiting on day 11. I would like this resolved asap and the funds in my account. I don’t believe customers should have to wait this long and go to this extent just to be listened to and given a defined answer, rather than the generic ‘we are looking into it, please wait for an update via email’ --- Ответы в треде --- AskGamblers • Support Team 3 weeks ago Dear @Vic2026,The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint 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. Casumo Casino • Representative 3 weeks ago Dear AskGamblers & Victoria W., Thank you for your follow-up, and we sincerely apologize for the continued delay and frustration this situation has caused. We would like to clarify that the withdrawal funds were paid on 06.09. You should receive the funds as soon as possible, depending on the processing time of the payment method involved. Your case remains in our loop, and we are fully engaged in following up on the matter to ensure everything is completed as quickly as possible, so feel free to reach out via LiveChat should you have any further queries. We understand your concerns given the length of time you have already been waiting, and we sincerely regret the inconvenience caused. Thank you for your patience and understanding in the meantime. Regards, Nikka Casumo Team AskGamblers • Support Team 3 weeks ago 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. Vic2026 4 weeks ago Thank you for your reply. Although we are now on day 15 and I am still waiting for the withdrawal. I have spoken to multiple people on the live chat, the latest on Thursday saying it should be in within a day or two, yet I am still waiting & you have now blocked me from speaking on the live chat. I don’t believe there is any reason good enough for myself to still be waiting. You claim to work 24/7 but yet still after 15 days this is yet to be resolved. surely it’s a simple case of redirecting the withdrawal via bank transfer.

I am absolutely disgusted with the live chat I just experienced with Jack at Casumo Casino. I'm currently over LEVEL 80 at the casino and the more I level up the less I get. PLUS, for weeks now and numerous deposits later I'm experiencing the worst game play ever!!!!! As a player I'm entitled to speak to live chat and explain how I'm feeling..!!!! They always take it as a personal attack instead of sorting it out and making you feel better. Instead they rude and make you feel that you should only contact them for happy talk!!!! If it's complaining, I should be grateful and shut up or they will close the chat and account. What kind of support is this!!!!! May I add I was a VIP HOST for Fortune Lounge...support is key and retaining players is priority.!!!! Since when is it ok to not care and if I'd like to close my account they happy to do it. FIGHT...for player that spend money. Competition is tough and support is there to assist and help!!!!! I'm disgusted and have added screenshots of the chat today. This behavior has accused before.....!!!!<br> NOTE: Support (Jake) gives me no time to reply, he closes the chat straight away blaming it on no reply on my end!!!!!