Casumo — player complaint #20603, 2026-09-02: withheld payouts
Casumo: a player complaint filed on 2026-09-02, about withheld payouts. Published on Trustpilot. One of 295 complaints filed in English about this operator. The text below is the player's own words, as published on the source site.
Avoid — £200 still not returned after account closureVery disappointing experience with Casumo. I made a deposit and shortly afterwards my account was restricted and placed under a manual compliance review.I decided to close my account and simply asked for my remaining £200 to be returned to my card. Casumo confirmed that the £200 is still in my account and that a refund request has been escalated.I was also told that the issue would be resolved today, but that did not happen. I have repeatedly asked for a clear timeframe for when my money will be returned, but I have not been given one.I have now been given an escalation reference (CPI-6264) and am still waiting for my £200 to be refunded.I completely understand that legitimate compliance checks can take time. What I find unacceptable is the lack of clear communication and the failure to provide a reasonable timeframe for returning my money.I don’t want to gamble with the account or reopen it — I simply want my £200 returned.I hope Casumo resolves this quickly, but based on my experience so far, I cannot recommend them.
