ABSOLUTE CROOKS
Logged into my account yesterday morning, no issues, no problem. Deposited £190, as soon as deposit was confirmed, account blocked for "security check"I understand these checks happen from time to time, so I requested that my £190 is refunded back to me. I have had this happen with Casumo and another sports betting website previously. I have spoken to IBAS and they confirmed that it is not part of UKGC law to cite the reason of security checks in withholding customer money. I have spoken to Lara, Mike and Charlie. All 3 are rude and dismissive. I have repeatedly asked politely for Casumo to return my £190, they will not oblige. They will not disclose any information about the "security check". When asked to provide proof that they are allowed to withhold customer money during this security check, they will not oblige, as Casumo are NOT ALLOWED TOO!Charlie especially, directs me to send an email to request a refund. This was absolutely useless. They took my request for a refund as a complaint and sent an email back saying they have 8 weeks to respond... i never launched a complaint!!!This situation has caused stress, anxiety, anger and upset, all heightened by Casumo, their illegal processes and their incompetent and rude staff. Casumo do not care about the above in the slightest, which is worrying for a company who are supposed to abide by UKGC law. To add to this, overnight a family disaster has meant I urgently require flying to China for a funeral. This £190 is no longer disposable income and is required to contribute towards my flights. Casumo lack any humility and are still illegally witholding this money. I have never had a worse experience with an online gaming company. They are absolute crooks. Give me my money back IMMEDIATELY.
