Casumo— player complaints: 295 in English

Withdraw £700 3 days ago and withdrawal was pending. Account is fully verified with bank statement and passport uploaded. When I message they went on to say it can take up to 72 hours.Made another of withdrawal of 200 which was paid immediately which I found strange so I message again.And they said they needed another bank statement to pay the original 700. No one ever told me this was required plus they had just paid out 200 plus my bank statement was within 2 months.Basically they just pick and choose when they pay out and make it up as they go along. One of most scum sites I’ve come across

Requested a withdrawal of 350£. On the app shows as processed successfully, in my bank account not even a penny. The live chat keeps telling me to wait, been a week almost, still no money same answer in the chat and no replies to my emails. GET AWAY FROM THIS GUY!!

I been with them since they opened many many years ago, I have not been able to win a single withdraw for 2 years, I finally decided to close my account for good. They are 100% rigging their slot, stay far away for these crooks!

DO NOT USE THIS CASINO!!! Always read reviews before hand!! Stole $2300 out of my bank account! And have shut down my account and refusing any sort of mistake on there end! They stole my credit card info, big scam!!!

Deposited £200 and then my account was suddenly paused!? I was told to contact customer support to unlock my account only for them to tell me there is nothing they can do and they cannot tell me how long it will take for my account to be accessible again. I have been through all the security identity verifications before and everything has been verified accordingly. This time however they decided to let me deposit my £200 and now wont let me have access to it or tell me if and when i mite have access to it. I asked customer support if it could take weeks or months etc and they just said they don't know, so my money has basically been stolen at the moment!!

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.

Still waiting 4 weeks with my account paused for a random security check. Never heard anything like it. I have a balance i want to withdraw and you are just ignoring me. I sent my bank statements 2 weeks ago in case you asked for them and no reply. Why on earth do you think its ok to leave some one waitint for weeks. You ask me to email you then you say its with another team and can't help me. I want my money back from my balance ASAP. Sick of waiting now. Please dont reply and ask me to email you. I do thay and you say you cant help. Nightmare honeslty

Signed up with a welcome bonus offer, they did not fully honour the welcome offer and then when I won on the slots they can’t pay out as they say I’m not verifiedProvided all the documentation asked for and they just say they can’t verify me and to check my account for more infoLog into my account and it says missing infoNo instruction as to what the missing info is or how to provide what they needTerrible company just seems like they won’t pay out by design and provide no guidance on how to be verified so that I can cash out my winningsWould advise to avoid this company as they seem like a totalScammer

Alimaniere society Not on list here have 12 casinos onbelievebol all casinos. of which are a [EDIT]. they never pay out. and lie that they have a license from Curacao. which turns out not to be the case. they would pay me 800 euros never happened. requested send proof of it . live chat gone blocked my ip address. the only thing they say we have transferred to address we can do nothing else. and I ask for proof they also block me on mail. really Alimaniere sociedad I dare to say straight out a [EDIT] deception do . everyone must report it if they do not get paid .

Hello, I would like to get my paid money back at casumo because I am addicted to gambling and have depression. Magic red refuses to refund me the money, please help me, I am being treated for gambling addiction, I can send you my medical documents if you wish.

When I won withdrawable amount 100 pounds, started verification process which took more than limited time described by casumo. It was no contact during this time from verification team, about reason for delay or any issues with verification. I had to contact them and ask questions on the chat, every single person from the chat answered in different way, some of them insured me is delay with verification process, some of them was giving me exact finish day of verification, some of them ask me to stop write on the chat as I'm spamming (by asking questions I suppose)... finally when I've got information on the chat my documents are nearly verified after one week, they informed me one document is missing (back side of the passport) where is no details, just empty page. I had to wait for verification for back side the next 72 hours. When I,asked on the chat if my documents finally are verified I requested withdrawal, before on the chat I asked to be sure which adress I have to use to withdraw. They informed me it will be Iban. So I'm trying third day make withdrawal, every time is reversed with no reason, no contact and no answers (they not answering on live chat or by emails). Today I just send them information on the chat, this case will be reported to all possible watchdogs but I don't know if they even reading this. As I checked on trustpilot they have patern with treating customers like this. I would like to get back my 100 pounds as seems they want to keep it which is criminal.

Allowed someone to set up an account and spend 1500 without verifying the account

Casumo doesn't verified withdrawal always reject statement I need my amount

I played a basic reload bonus on 7.1.2021, ended up getting lucky in Secrets of Atlantis with a 5 euro bet. And after wagering, I had a total of 6233,25 euros on my balance to withdraw. Now its been weeks until I've submitted every required document for casino. Several bank statements, utility bills, ID and passport, driving license, even proof of wealth and sources of income. Finally, on 18.1.2021 they verified my account, and everything should've been fine, and I should've been paid already. Yet, they still tell me that they are "verifying" something, regarding that I have been receiving student support from Kela (Kansaneläkelaitos) during fall. This casino has no reason to delay paying my funds, and therefore I am making this complaint to get paid in a more reasonable manner. Best regards, and waiting for your response,

I have had a casumo withdrawal pending on December 10, 2020. My game account has been verified. It should be noted that verifying a game account is hard work.They ask you more and more documents because they will not tell required documents at once. You have to be prepared to send one month account transactions from the bank. Customer service is poor. They will always send you automatic message that they are congested and just repeat processing times. They do not follow their own rules and do not pay withdrawal within the deadline. I've been waiting for the money two weeks, but they still ask to wait. Casumo is not a trustworthy casino. I recommend playing at casinos which request the documents required by the MGA, fulfill their obligations quickly following the rules and do not give excuses for everything. I want to bring these things to the attention of other players. I have followed the rules of the game account. Honorable Pogg agent could you help me get my money.

I have been with casumo for months now making deposits and withdrawals, all of a sudden on the 26/11/2020 i make a withdrawal of $350 nzd and it is just sitting there pending . I look under my account and theres a red ! So I fill out and upload all the documents they are asking for , bank statement, proof of address, id. I have messaged them countless times asking how long it takes to verify and got an answer of 1-3 days . I had a withdrawal of $80 nzd processed on the 27/11/2020 though so why not the 350? Its been over 6 days now and I am not getting replys to my messages and it is still not verified, I am lost at what to do because I really need the money now .

Casumo casino confiscated my winnings. Now they're ignoring me. On October 16, I began verification. Immediately after I submitted my documents, I tried to sign in to my account. There I saw that my account was suspended for security reasons. After that, I wrote to the casino more than five times, but did not receive an answer. I was trying to find out why my account was suspended. The casino only answered me on November 3rd. They reported that my mail was not registered in their system. They can't find information about my account to help me. I wrote to them from the mail registered in the casino. I do not understand how this is possible, why they cannot find my data and why my account was suspended. Casinos owe me 871 euros, I want them. [EDIT] I'm asking you to look into the situation and help me get the money back. Thank you in advance.

I had a win off 900 pound a few weeks back withdrawed waited few days then got email asking to confirm card and send bank statement to which I did. Then about week later I get an email saying they have shut my account and confiscated my winnings. They say this is due to having 2 accounts at the same address which is the case one in my partners name and one in my name. But here is the thing we have had those accounts for over 4 years now and in that time they have allowed me and my partner to deposit and make smaller withdrawels and said nothing about it. But as soon as I win quite big they wanna then use that term against me surley this is a unfair way to use there terms. I understand the term but they should not be picking and choosing when they wanna use that term and only use it when it suits then just to get outta of paying a big win i dont think its very fair. Why have they been ok with for the last 4 years with 2 accounts but suddenly I win big and they do this. Really annoyed and upset they have done this. I'm sure they would not of closed my account if I was depositing large amounts and losing it.

I write this maybe to late because this was happend before couple years when i was start to play in online casino.I was register there and deposit once or more i cant remember and cant see because i cant login there,it pass maybe 5 years.Than suddenly i couldnt login there ,nobody contact me to wrote me email and to tell me reason.I find out latter that my country resticted to play there.I think that this not ok to casino do that,after one months play they kick you without any answer.

Hello, by this letter I want to express my readiness to cooperate with Casumo. My account was blocked on May 28th. I got a deposit refund, but I didn't get a winning. I think the casino's decision is unfair. Casinos accused me of violating paragraphs 3.9, 2.15 and 13.1. I asked the casino to clarify exactly what the casino suspected me of, but the casino ignored me. I know that if I am suspected of fraud or money laundering, the casino has the right to request additional documents for verification. I am ready to provide additional documents if necessary. I'm completely honest with the casino, so I'm asking for the same attitude from the casino. You are withholding my winnings in violation of EU regulations, since a decision to unilaterally seize or withhold funds is prohibited. At no point was I informed on the specifics of my supposed violations, nor on the actions taken to ascertain if such violations were indeed committed. Casino did not provide evidence I think that there was a misunderstanding, I propose to start a reasonable dialogue. I want to get my €500 win. I ask the casino to answer all my questions in detail or transfer the amount of 500 euros to my account without discussion.