The player from Chile is criticizing the overall casino experience. We rejected the complaint because the player didn't respond to our messages and questions.
Casumo Casino - Player is highly dissatisfied with casino experience.
Amount: €33,000
Casumo Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.3
Casumo Casino has a Safety Index of 6.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
At first everything was fine with casumo, they registered me, they took data from me, finally I started to deposit with a visa. They had no problem receiving and receiving deposits from my credit card. Then I was "lucky" to win and that's where the problems started. They blocked my account until I sent documents. Send all the required documents, from my ID to the letter with movements from my checking account. (An abuse). I am told that in 24 hours the resolution of the case will be. They never wrote to me again.
Finally they only use excuses to withhold payments. In the meantime I was warned that I could only withdraw money through ewallet, as I was never warned before depositing. Ne netller warn me that I can only make withdrawals of US $ 160 per day. So you will understand that taking 33,000 euros out of 160 a day ... is impossible.
It is a series of abuse and misinformation, while I lost in their game rooms my account, my money, and my accounts were never questioned. Since the day I won the withdrawals were blocked, once I had won, they reported that I cannot take everything out and what can I take out little by little? Lack of transparency, when entering the casino should be the notice that it is prohibited to win, because they delay payments and they pay you exhaustion. I remain discriminated against and in a xenophobic attitude because Hispanic, in one of the chat rooms, was simply told "we don't speak Spanish here."
When a casino that claims to be big must be prepared to make big payments, and not cause problems and delay the matter.
Finally, seeing myself frustrated, excluded, swindled and with nothing else to do in the face of abuse, I lost all my money in one afternoon, a bad casino that doesn't like players, only losers. While I lost there was no problem until they had to pay. It is a real one, a real casino receives and pays accordingly. Absolutely not recommended.
Automatic translation:
Public
Public
4 years ago
Dear Rodrigo,
Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Unfortunately, since you have played your funds, there is not much we can do for you.
However, I would like to point out that completing KYC account verification might take few working days as none of the serious and licensed casinos takes it lightly. Additionally, variety and accessibility of payment methods is not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, all have a major influence. Lastly, withdrawal limits are not imposed by the casino but by the payment providers and even if the casino doesn’t offer Spanish language, they have several other options (please see below), unfortunately it is very difficult to accommodate everyone’s preferences.
However, I hope that you will find more suitable casino. I’m sorry we couldn’t help you to resolve this problem, but, please do not hesitate to contact us if you run into any issues with this or any other casino. Please let me know if there is any additional information to support your case, otherwise, I will be forced to reject this complaint. Thank you for your understanding.
Best regards,
Petronela
