I’ve been a regular and loyal Casumo…
I’ve been a regular and loyal Casumo customer for around a year, and honestly, it’s extremely disappointing to see how much my experience with Casumo has gone downhill recently.I’ve deposited and played regularly with Casumo over the past year and have always considered myself a loyal customer. I’ve used the platform consistently, deposited significant amounts over time and have continued to come back because I previously felt comfortable using the site and dealing with their support team.Unfortunately, the service I’ve received recently is completely different from the experience I had previously.At the moment, I’m waiting for a £20 withdrawal to be processed. I appreciate that £20 isn’t a huge amount of money, but that really isn’t the point. The withdrawal has been unnecessarily complicated, and I’ve now had to contact live chat multiple times just to find out what is happening with my own money.Casumo requested a bank statement from me for a withdrawal to my Paysafe account, which I provided. I was then told the matter would be rectified, yet the funds remained on hold. After around 48 hours, I contacted support again and was told that my account was verified and that the matter had been escalated to the payments team.The frustrating part is that I shouldn’t have to repeatedly chase a company for a £20 withdrawal after providing the documentation they specifically requested.I’ve also recently been prevented from making deposits because of a player-protection restriction. I completely understand that gambling operators have responsibilities when it comes to player protection, and I have no issue with reasonable checks being carried out. However, what I found frustrating was the lack of transparency around what had actually triggered the restriction.When I asked what I had said that had caused the block, I wasn’t given a clear answer. Instead, I was asked to complete a series of questions before the restrictions could potentially be removed.Again, I understand the reasoning behind responsible gambling procedures, but the overall way this has been handled has left me feeling like a loyal customer who is suddenly being treated completely differently.There have also been previous interactions with advisors where I felt I was spoken to disrespectfully. I want to make it clear that this isn't aimed at every member of staff. In fact, Julian was excellent during my most recent conversation. He was respectful, professional and actually listened to what I was saying. I specifically thanked him because his manner was noticeably different from some of my previous experiences.That, in itself, says a lot.I shouldn’t have to be relieved when a customer-service advisor simply treats me with basic respect and courtesy.What disappoints me most is the complete change in my overall experience with Casumo. I’ve spent a significant amount of time and money with the company over the past year as a regular customer, and I genuinely feel that the standard of service has massively declined.Previously, I felt like a valued customer. Recently, I’ve felt like I’m constantly having to chase, explain myself, wait for payments, speak to multiple advisors and try to get straightforward answers.I’m not expecting preferential treatment because I’m a regular customer. I’m simply expecting reasonable customer service, transparency and for withdrawals to be processed without unnecessary delays once I’ve provided everything that has been requested.It is especially frustrating when you are a loyal customer and then suddenly feel as though that loyalty counts for nothing when you actually need assistance.I’ve contacted Casumo several times regarding this issue, and each time I seem to be getting another update rather than an actual resolution. Being told that something has been escalated to the payments team is not the same as having the issue resolved.I really hope Casumo takes this feedback seriously because I genuinely don't want to leave a negative review. I would much rather be able to say that the company recognised the issue, resolved my withdrawal promptly and restored the level of customer service that I experienced when I first became a customer.At the moment, however, I can only review the service based on my recent experience, and unfortunately it has been extremely disappointing.Casumo has gone massively downhill in my experience, particularly when it comes to customer support, communication and the way loyal customers are dealt with when something goes wrong.I hope they prove me wrong and resolve this properly.
