Casumo— player complaints: 295 in English

Casumo accepted £110 worth of deposits from me on the 6th of February. I was previously self excluded from Casumo in 2019. I also have a 5 year Gamstop Self exclusion. It is clear that Casumo Are happy to profit from problem gamblers.

Casumo casino is the casino where i was playing i won 371 euros when i tried To get my money to my bank account they removed my account and took my money becouse my identification card was old they said i wanna file a complaint against them To get my money back i have proof that i really won that money.

First of all thank you for reviewing my complaint. My complaint – Casumo refusing to pay $14,000 CAD in winnings: as they claim account opened with “fake” details. I opened my account with Casumo back in March 2019, upon opening this account I did so rushed and you can tell by the choice of my username a couple of drinks deep. From that night, I have rarely played on the account, I think around $120 in deposits up until last week – I never doubled check my personal details until asked to verify my account upon winning last week. When I did details were incorrect and documentation was provided. On Oct the 8th I deposited another $30; bringing my total deposited to this account to $150; I did so via Gigadat and interac transfer – Reason for the deposit was too play after watching some you tube videos and decided to have another punt. I lost about 75% of this $30 - then got really lucky, playing a game called jamming jars going from 0.20 cent to 0.40 cent to $4 spins, getting to a total of $4500-ish; I moved to another game and got even luckier and did $20 spins and went to close to $20,000.00 - I initially withdraw $15,000.00 and later changed and locked in to $14,000.00 At this point I was taken to the verification process and updated all that I had on hand for proving I am who I am, and this was the first time I had gone into these screens; since opening the account and saw information was incorrect- I also informed chat that the address was wrong and I needed to change, also informed them that the one on file was one I did not recognize, and at this point saw my DOB was also not correct - Casumo highlighted that to me as it’s a thing I never thought of checking after doing one time. I can only assume the shared network on set up auto changed my details. I provided information on previous and current address, and stated unsure how the mix up was. I was a little stressed that this was an issue, chat support [EDIT] understood and did not highlight the points I was making would in any way stop my payment – in fact she just stated they are clearing up for regulatory purposes and what I have provided will be good for all identification purposes. I have a total of TWO accounts online – CASUMO AND VIDEOSLOTS; By no means did I have a nefarious plan to set up and account with the intention of getting lucky 7 months later and profit!!! lol - I don't think anyone can plan for that - the people in support were very helpful, and understood and gave the impression not a big deal as I have correct information now - I'm sure you can pull the chat logs to confirm this. [Note in the process of requesting all historical chats] We all had a good laugh at my initial bad choice of username - and I gave my apologies of it, and requested a couple of times if I could change was told I could not. I received the following email when I awoke - "When checking your account we can see that you have registered with fake details, therefore breaching our terms and conditions. We have therefore confiscated your winnings and refunded 170 CAD to your bank account. 2.9. As an account holder you are responsible for providing Casumo with correct personal details. Consequently, you agree that all information that you give us, such as but not limited to, address and email, during the term of validity of this agreement, is complete and true, and that you will immediately notify Casumo should there be changes to such information. Should Casumo become aware that you have deliberately failed to provide to us correct information, we retain the right to block the account and confiscate any funds therein. Please refrain from opening new accounts at Casumo." I have issue as by means, did I not intentionally register with errors in personal details – Therefore I did not open with “fake” details – Therefore I feel this ruling is incorrect. At No point did I mean to do this, and specifically gave all details to clear this up I can only assume an inputting error via auto population or such. I am sure if I actually looked at the verification process before winning and explained the situation this would have been rectified and I would have been allowed to play. Only now I am a depositor of $170 total and withdrawing $14,000; it seems an easy out for net profit loss for the company. And although Casumo chat implied this would not be an issue – payments have an “Easy” Out on not paying. In fact when trying to withdraw was when I first noted the errors, and I gave all correct to rectify. "And that you will immediately notify Casumo should there be changes to such information." I felt I did do this – as soon as I noticed details were wrong - of course like all people this happened when $$ was on the line…. Chat support were supportive and let me know this would not be an issue, although I do understand they are not the decision makers -I would like my winnings $14, 000.00 of course and account re-opened Thank you in advance for your review

1month ago I opened up a casumo account and used my ex partners card to place a total of £480+ depsoits to which my name on the account and all details were mine and used her name and payment details to place deposits to which i have since found out this is breach of terms and I should never of been able to use someone elses card to place deposits. I emailed casumo to which they have done nothing about this as the depsoits should be refunded as it goes against there terms to use someone elses card. My ex partner also found this out and contacted myself and casumo and they still won't refund depsoits

I have had a very bad experience at Casumo that I wanted to report. I won £1000 playing their slots. When I deposited I was given a bonus. I had to bet this bonus over many times before I could withdraw anything. So I did all the betting on slots until the requirement was finished. I had heard that Casumo was a safe place to gamble and so was surprised when I received an email accusing me of having “strong links to other players” who had also claimed the bonus. They went on to say that all my winnings had been removed and that I only had a right to my deposit. I categorically deny any links to any other players. I don’t think Casumo has any proof of this at all since it is completely false. What do they even mean by “strong links”? They quoted the following clause as reason for the confiscation: “6.7. Bonuses/free spins at Casumo can only be received once per person, household, IP address (including shared networks), device and/or credit/debit card number or any other deposit method used. Risk-free bets on any games do not qualify for Casumo's wagering requirements. We reserve the right to close your account and confiscate any existing funds if evidence of bonus abuse/fraud is found.” I challenge Casumo to provide proof of the same person, house, IP address, device or deposit method having ever been used by any other players before. They will not be able to because I have never played at Casumo, no one has played from my flat where I have lived for years, my deposit method has never been used and I use my own broadband connection and NEVER any shared connection such as cafes etc. As for the part about risk-free play not qualifying I think I was betting around £5 a spin on slots. There is obviously nothing risk free about that at all. Casumo are either mistaken or worse. I have not breached any terms and demand to be paid the £1000 that I won playing exactly by their rules.

The money I won has been taken away and I can't believe they are doing this . At the beginning of August I started playing at the Casumo. So, I just started playing here and won 3 400 EUR. I was playing All Aces. Three weeks ago I have been asked to get my account verified but unfortunately i did not have a chance to get this done. Shortly after this email I got the message from the casino informing me according to the term 6.7 (Bonuses/free spins at Casumo can only be received once per person, household, IP address (including shared networks), device and/or credit/debit card number or any other deposit method used. Risk-free bets on any games do not qualify for Casumo's wagering requirements. We reserve the right to close your account and confiscate any existing funds if evidence of bonus abuse/fraud is found.) my money was confiscated. That is unbelievable, what does that mean??? It is not that I am walking around and telling everyone my password and casino id, I have only used two bonuses here from their welcome offer, have never played here before this. This is not a small money that I have won and i have no intention to give this to the casino….

Hello, I am reaching out to you due to my issues with Casumo Casino. I opened account with them around a month ago. I enjoyed playing their slot and table games. I was very lucky and at some point I accumulated over 16k winnings. I placed a withdrawal of 2k and it was paid to my account after I sent them the necessary documentation. After that I placed another withdrawal after which Casumo came back to me and told me that my winnings were due to the following: Bonuses/free spins at Casumo can only be received once per person, household, IP address (including shared networks), device and/or credit/debit card number or any other deposit method used. Risk-free bets on any games do not qualify for Casumo's wagering requirements. We reserve the right to close your account and confiscate any existing funds if evidence of bonus abuse/fraud is found. I found this extremely untrue and would like to dispute the statement as well as the confiscation of my winnings. I feel they stated the above just so that they can confiscate my balance which is currently down to 0. I will very much appreciate if you can assist me with that. Thanks

I tried to with draw 9500 and 7600 they only deposited 9500. I closed my account and they said they would refund the 7600 today was suppose to be the day it was in my account. They said they released the funds. So I called my bank and they said they don’t have any information on it! I have pictures or the emails. I go to talk to live support and once they look into my account they ignore me. All they say is you will receive your money but no other answers and it’s pass the date they gave me for there latest Day it would be in my account.

After waiting for regular payment and then being promised payment this week I am still waiting. I originally was told they had paid me but on submitting countless bank statements they admitted they had not last Friday the 28/07/2017 with the apologies came a promise that the funds would be paid early this week due to the weekend. After Wednesday I contacted them saying that still the money had not been paid to be reassured that it was coming it's now Friday still nothing and I am here.

I opened a account deposited 20 pounds played over a couple of days then after winning streak i made a withdrawal request £551 also had a chat with live chat on casumo website and was told that i would have my withdrawal within 23 hours so i tired to login the next day to find out they had closed my account claiming i had multiple accounts and that my withdrawal was denied and i would get nothing

Sometime during the middle of April I have been refused by Casumo payment of my earnings (approx. 7000 £) on the grounds that I had two accounts. One was registered under casumo.com website, which where I opted for self-exclusion sometime in 2016 and the other one opened around March 2017 as I was not able to find information on their website on how to reactivate it. Trustworthy that the account that nobody contacted me about the presence of the second account, I have continued playing, in total spending £3700, which, eventually they returned after closing my account, but the 7000£ winning were confiscated on the grounds that as their support rep said I had abused their bonus policy, but these are the bonuses that I have automatically received: "Casumo-Maria And yes, you have played with bonuses on the account 2017-04-14 17:52:23 BONUS_AWARDED £5.0000 2017-04-16 14:21:19 BONUS_AWARDED £20.0000" I can forward the transcripts of the chat session that I had with their support reps. Thanks in advance for your help.

Hello! I registered with Casumo and took a welcome bonus of 200%, after which I successfully lost my deposit. After a while, I had a desire to make a new deposit, but Casumo at that time did not accept players from Russia. 2 days ago, a letter from Casumo with a bonus of 400% came to my mail, I thought it was a mistake, but after entering the casino I realised that Casumo was accepting players from Russia again. I made a deposit of 10 euros and received a total of 50 euros on my account. I played in the Dead or Alive slot, then moved to slot 300 Shields and got a win in the bonus game of 3800 euros. After such a win, I successfully fulfilled all the bonus conditions and made an application for 3600 euros for Skrill. The casino asked me to verify the account, I have met all the conditions for the documents. I am not the owner of the apartment, so I could not provide a utility bill and went to the bank to send a bank statement. As a result, my account was completely verified and the casino asked to make a request for payment. Next, I made a new application for a payment of 3,600 euros to the Skrill payment system. Joy overwhelmed me and I was looking forward to winning on my Skril. Initially, I wanted to make a cashout to a bank account, but unfortunately Casumo casino does not provide an opportunity to pay winnings to a bank account for players from Russia. Today at 12:59 I received a letter stating that I violated the Casumo casino rules, namely 6.7   Casumo Jun 17, 2017, 11:52 AM   Hello, After further investigating your account. This is a clear breach of our T&C that you have agreed on. We have removed all winnings since they were generated with a bonus. 6.7. Bonuses / complimentary spins at Casumo can only be received once per person, household, IP address (including shared networks), device and / or credit / debit card number or any other deposit method used. Casumo's wagering requirements. Risk-free bets. We reserve the right to close your account and confiscate any existing funds. Your deposited funds are still on your Casumo account. You can withdraw them or continue playing. Kind regards,   [EDIT] Casumo Ambassador To say that I was at a loss to say nothing! I will say right away that I used VPN to bypass the blocking by the provider, but all of Russia uses this program. Casino Casumo is approved and any player from Russia will confirm that the use of VPN does not limit its payment. After the letter about the violation, I decided to contact the casino support service and they pointed out to me that it's not a matter of using VPN, that is, they make it clear that I have violated some other rules about which I have no idea. Dear Pogg, I know that you are very serious about the claims on your site and I sincerely would like to know the reason for the confiscation of my winnings, because I am sure that there is nothing that could serve as a write-off of the win in my case. I am ready to provide any documentation, contact the casino via Skype's video link, etc., that is, I am ready to do anything to prove my honesty. I have the impression that Casumo does not respect players from Russia and treats us prejudiced, I hope this is not true. Best regards [EDIT]

I deposited and won £9000 playing slots at this casino with a bonus active. When I tried cashing out is when the trouble began. Eventually I received an email saying I had used an IP address that had already been used before. So I found out how to check my IP address and then a while after I checked again finding it had changed completely. It turns out I have an IP address that is changing very often so I find it really unlikely that this one has already been used. No one else in my household gambles other than a nephew of mine who sometimes plays poker but I find it very unlikely he would have logged into this casino and with the same IP address I had done because of it always changing. So I think the only answer is that Casumo has made a mistake. This is a huge sum of money for me and the whole situation has left me very upset and confused. I checked after I had played to make 100% sure I had not broken any rules (was surprised at how many rules there actually were and counted myself lucky not to have broken any at the time).Please help because I just have no idea what is going on.

Hello there, My complaint, summed up in short is as a result of Casumo's 'Deposit Limit' rulings. Being a gambler who acknowledges that I have some problems concerning the amounts i gamble at times, I asked Casumo to impose a deposit limit of €250 weekly on my account. This request was actioned sufficiently. Within my deposit limitations I went onto win an amount in the region of €800 which I then withdrew on 20/10/2015. Funds were then cleared into my bank account following satisfactory completion of Casumo's player Verification process. Over the following 2 days (21st & 22nd) I went onto re-deposit funds, most of which were one after the other in a matter of hours (it got the better of me and I got carried away). Before long I realised that I must have deposited well in excess of my €250 deposit limit, and on reflection, I had, having been allowed to deposit €1,085!!! Therein lies my complaint. Why on earth was I allowed to deposit over and above my deposit limit which was clearly in place. I contacted Casumo's customer services department which were to say the least, unhelpful but they refused to pass on my complaint sighting that it was within their 'Weekly Budget' parameters. In short, I was advised that as I had won a vast amount of money, my deposit limit would automatically increase the allow for additional deposits up to the amount of my Withdrawn & Cleared winnings!!! I must once again stress at this point that my winnings were not simply sat on account pending clearance, but had been cleared and transferred to my own bank account! Having looked through the companies T&C's I cannot find any wording which clearly explains this, nor was I warned at point of initiating the deposit limit. My thoughts however are that a deposit limit should be just that when transferring from ones own bank account to gaming company, not adjusted as they desire. I would be grateful if you could investigate on my behalf as I believe there has been a clear breach of the Consumer Gambling laws. Thanks for any help in advance. [EDIT]

Hello, I ask help from you because these guys confiscate my winnings. My user name to this casino is [EDIT] The registration made at 15/02/2014 and I had played some times loosing total 900 euros. At 05/09 I played using a bonus which they sent to me via email with subject ''Juicy deposit bonus from [EDIT] today‏ '', the bonus was 50% up to 60. Rollover finished and I had about 10500 euros (Great win I thought), as regular they asked documents including a picture made by camera appears me holding my id which of course I sent. At 16/09 I received the following email: of your inbox] To: [EDIT] docs[@]casumo.com Hi [EDIT], Thank you for your documents. However upon a closer investigation of your Casumo account we deem your game play invalid and to be in breach of the following paragraph of our T&C. 2.5. You may participate in the Games strictly in your personal non-professional capacity for recreational and entertainment reasons only. Whilst analysing your game play it's quite evident that you haven't been playing at Casumo in the way described above. Taking advantage of bonus offers exclusively in combination with your betting pattern is the main reason for our decision. Therefore we have to deem your winnings invalid. However if you wish to play at Casumo in the future you are welcome to do so. Your total deposits since you registered your Casumo account has been reimbursed and you are also welcome to withdraw these funds if you wish. We regret to inform you of our decision but we have no choice. So they say that I am a professional player which is a lie and they are using this term now after my win, it's obvious that if I hadn't won they will probably leaving me losing funds. I think you need to share this casino's behaviour on your website for everyone to see, so people can avoid having the same thing happened to me.