The player from Ontario had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed at that time. We had advised her to be patient and wait for at least 14 days after requesting the withdrawal. We also extended the timer by 7 days to allow for any further updates. Eventually, the player confirmed that she had received her withdrawal, leading us to mark the complaint as resolved.
Casumo Casino - Player claims that payment has been delayed.
Amount: Can$1,000
Casumo Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
I tried to withdraw $1000.00 on Oct 22. I received the confirmation from gigadat that my funds would be withdrawn from the casino and deposited into my account on the next business day. On Monday the 23 I contacted gigadat and was told the casino failed my withdrawal. The money was not returned to my account and I have been getting the run around since. They say there was no withdrawal request, I provide proof, they all of a sudden can see it but it was sent, I then provide proof that it wasn’t and then they can all of a sudden see that it wasn’t and promise it will be returned in a certain day. That day comes, the funds never show up and we start the exact same conversation all over again. With the exact same outcome! They are thieves!
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6 months ago
Dear tammyhamel28,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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5 months ago
Dear tammyhamel28,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Dear tammyhamel28,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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