Casumo Casino - Player has been experiencing technical issues.

I registered in early November, and after that I made many deposits and occasionally withdrew. There are two types of events called bullet tournaments, 30 minutes and 1 hour, and I often participated because I felt the taste of more than $ 20 if I won a prize. A system in which prize money and free spins are stored in the treasure collection.

On Saturday, December 19th, after several withdrawal requests, on Sunday, December 20th, there was a request for account verification, and even after the verification was completed, I played mainly in bullet tournaments.

On Monday evening, 21st, when I tried to use the prize money from the treasure collection, "I have a technical problem. Please contact support."

Is displayed and inquire by chat. "Contact the department in charge and reply by e-mail." After that, I played mainly on bullet tournaments. The following night, on the night of the 22nd, along with the withdrawal completion email of the request on the 19th, the support said, "For the bonus, it is regarded as a hunt that will continue to work forever in the same area. When. Of course I protested, but it was not accepted under the Terms of Service 3.2.1.

,

Dear Takashi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Do I understand correctly that your winnings have been confiscated due to alleged bonus abuse?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I am late. Thank you.

Suspicion of bonus abuse is unconvincing. As I wrote at the beginning, I have made many deposits, the bonus has been used up according to the conditions, and the account verification has been completed. What's wrong?

There is detailed information, but what kind of information do you need?

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Thank you very much in advance.

It is a chat that was exchanged. (T is me at the beginning of the sentence, C is the other party)

December 21

T. I'm always sorry. He seems to have won a bullet tournament at 5am and has $ 25 in his treasure collection, but when he tries to activate it, he just gets an error. I was told to contact support at, so I contacted. Thank you.

C. Thank you for your inquiry. Tanaka will be in charge.

The way to improve the situation is

Please try using the incognito mode or secret mode of the browser you are currently using.

Also, we would appreciate it if you could check if you are logged in to Kasmo on multiple web pages.

Symptoms may improve.

We apologize for the inconvenience, but please try the above once.

We would appreciate it if you could log in again.

T. What are incognito mode and secret mode? I logged out and logged in for the time being, but it doesn't change.

C. $ 25 Bonus is in the treasure. Please take a moment to click on the user name on My Page to get it from the treasure.

T. I see. I'll try later.

C. Could you please send me a screenshot of the treasure page?

T. This is it. (The screenshot attached there as well)

C. Can't you click on that treasure?

T. This is the result of pressing. (This is another screenshot attached to it)

C. I'm clever. After confirming with the department in charge, we will contact you by e-mail. We apologize for the inconvenience.

T. Thank you.

c. I'm clever.

December 22

T. I requested withdrawal of the existing balance to some extent, so

I'll ask you to use four of the treasure collections. I'm going to work, so I don't plan to go home until around 16:00.

C. I haven't received a response from the department in charge yet, so I'm sure it will take some time. We will contact you by email as soon as we receive an answer.

You can't even use the treasure of T. Free Spins. Is this just me?

C. We apologize for the inconvenience caused to Tsukajima.

We will also check with the department in charge about that matter, so please give us some time.

C. We are very sorry to have kept you waiting.

Tsukajima seems to have been regarded as a hunter who will continue to work in the same area forever for the bonus, and the treasures currently acquired and the treasures to be acquired in the future will be confiscated.

It is okay to withdraw money.

I kindly thank you.

Tanaka

Kasmo

December 23

T. Are you hunting? I don't know what you mean, but do you mean that you won't get any prize money if you participate in Kasmo's attractive bullet tournament in the future? Even though the account authentication has been completed, it's a terrible story. I didn't win a big jackpot. It's a pity that playing with Kasmo seems to be so because I've felt that it's worth living these days.

C. We also talked to the department in charge, but he said that he couldn't do anything about it.

We apologize for making Tsukajima feel uncomfortable.

Thank you for your understanding.

I then filed an objection by email, but it was not accepted under the Terms of Service 3.2.1. that's all.

Thank you very much, Takashi, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Understood. Thank you very much.

Dear Takashi

I looked at your complaint and the provided screenshots. I will try my best to resolve your case as soon as possible.

I would like to invite Casumo Casino into this conversation.

Dear Casumo Casino,

Can you please clarify the situation, and provide any evidence proving your claims? Please forward the information to my e-mail address andrej.p@casino.guru.

Andrey

Thank you for your cooperation.

If Kasmo becomes aware that the Service has been abused and / or violates our Terms, it may take the following measures against the abuser:

o Cancellation of bonuses or winnings earned from the use of bonuses that we determine may have been redeemed for system abuse.

o Prohibition of subsequent bonus receipts by players who are found to be abusing the bonus offer.

o Unaccount of a player who abuses the system.

Examples of abuse include:

o Use multiple accounts or use someone else's account

o Equal bets, zero bets, low margin bets

o One bet is betting 20% or more bonus value until the betting conditions are cleared

o Betting on games other than the target game

o Manipulation of software, abuse of loopholes, or abuse of other technologies, or other acts equivalent to intentional fraud

o IP address masking or VPN use

This is a public place, so we will refrain from giving details about your account. If you have any questions, please contact us by chat or email.

I will answer each of Kasmo's words. (My case is in parentheses)

o Using multiple accounts or using someone else's account (not of course)

o Equal bet, zero bet, small profit margin bet (basically $ 0.2, is that bad?)

o One bet is betting 20% or more bonus value until the betting conditions are cleared (same as above)

o Betting (not playing) other than the target game

o Other acts (not of course) that correspond to software manipulation, loophole abuse, or other technical abuse, or intentional fraud.

o Masking IP addresses or using VPN (I don't know what masking means, but I don't have the head to mess with the line)

that's all. I have no idea where and how it was categorized as fraudulent.

Dear Casumo Casino,

I would like to ask you to specify which paragraph of the rule Takashi breached and provide us with a detailed explanation along with relevant evidence supporting your claims. You can forward the information to my e-mail address andrej.p@casino.guru.

Andrey

Thank you for your cooperation.

We would like to ask Casumo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond or provide the requested information in the set time frame, we will close the complaint as ‘unresolved’.

After logging in for the first time in a while, the treasure collection (contents are screenshots I sent earlier) has almost expired and disappeared.

The only remaining free spins can't be used anymore, isn't it?

Hi Takashi,

If Casumo notices that bonuses or promotions are being abused and/or the bonus terms are being breached, we may deem your account ineligible for further bonuses.

As we are limited to what we can discuss on a public forum, I'm afraid we are unable to provide any further information, however, it seems that after a routine account review by our security team, the decision has been made that the account remain ineligible for extra bonuses and promotional content provided by Casumo.

Bonuses are not an absolute right and can be revoked as Casumo sees fit.

We do apologize for any inconvenience this may have caused you and thank you for your understanding.

All the best,

Casumo

After all, you don't know what my actions are in violation. So I have to overturn the decision.

Enough. I gave up.

Thank you very much.

Dear Takashi,

Unfortunately, casinos can restrict access to further bonuses without specifying the reason. Therefore there’s not much we can do and we cannot punish the casino for a decision like this.

We will now mark the complaint as ‘rejected’ in our system. I’m sorry we weren’t able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards

Andrej