I never imagined I would have to write…
I never imagined I would have to write a review like this, but after everything that has happened over the past weeks, I feel it is important to share my experience.On 22 May 2026, I requested a withdrawal of €10,000. At that time, I also had approximately €5,500 remaining in my Casumo account.From that day onward, my withdrawal remained pending.After several days without any communication, I contacted live chat on 26 May. Only then was I informed that additional documents were required. My account had already been verified before, and I had successfully completed withdrawals with Casumo in the past.From that moment, I fully cooperated with every request. I submitted every requested document immediately, always on the same day. I never delayed the process from my side.During this review, I provided: ● Bank statements from all of my bank accounts. ● Three months of payslips. ● Source of funds explanations. ● Additional financial documents. ● Clarifications regarding transfers between my own accounts. ● Any further information requested by the Player Protection Team.Whenever Casumo asked for something, I sent it immediately.Despite this, I was constantly told to wait.The live chat repeatedly informed me that my documents were under review. Later I was told that everything looked fine and that my case had been transferred to the payments team. Shortly afterwards, I was asked to provide even more documents.I then received an email stating that I would receive an update within 10 days. That deadline passed.Later, I was told my case had been prioritised and that I would receive another update within one or two days. That deadline also passed.Weeks went by without any meaningful progress.After waiting for such a long time, I unfortunately became frustrated and impatient. My funds remained on my player account because my withdrawal was still pending. I eventually cancelled the withdrawal and continued playing. I lost the remaining balance, meaning that today I no longer have any funds left on my account.However, even after this, my account review is still not completed.Today is 6 July 2026.It has now been almost two months since my initial withdrawal request, and I am still being asked for additional documents despite having already provided an enormous amount of personal and financial information.Casumo now possesses: ● My payslips. ● My bank statements. ● Information about all of my personal bank accounts. ● Source of funds documentation. ● Various explanations regarding my financial transactions.I have done everything requested of me, immediately and in full.My complaint is not about compliance checks themselves. I understand that licensed casinos have legal obligations.My complaint is about the excessive delays, the poor communication, the repeated requests for further documentation after previous documents had already been accepted, and the complete lack of a reasonable timeframe.Based on my personal experience, I cannot recommend this casino.At this point, I no longer even wish for my account to be verified. I simply want my account to be closed. I will also be submitting a formal complaint to the Malta Gaming Authority regarding the handling of my case.This has been, without question, the worst experience I have ever had with an online casino.
