Home Complaints Casumo Casino - Player is struggling to verify his account.

Amount: £30

Casumo Casino - Player is struggling to verify his account.

10/10 Perfect reputation Submitted: 19 Nov 2020 | Case opened
Current status

Waiting for player to reply

2d 11h 32m 20s

Case summary

12 days ago - 20 Nov 2020

The player from the UK is having difficulties with completing the KYC. His account has been blocked in the meantime.


I have a problem with my account on Casumo.com

Since about 2 weaks i cant log in on my account in this casino

i win about 30-40 pounds and since i request a whithdraw they request to verify my details,

every day im chating with customer support

and everytime when i ask about my account

they request more and more details

i have all conversations on my account

i send them my statements,passport photo,bank card photo,selfie with my passport.


Dear detox44,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I am sure you understand that KYC is a very important and very complex process, and it can take a few business days to review all of your documents. Each casino is unique and requires different documents from the player. 

Could you please confirm that all of the provided documents have been accepted without any problems? Was this your first attempt for a withdrawal?

Additionally, if there is any other communication between you and the casino (except those you attached to this complaint), please forward it to kristina.s@casino.guru.

Thank you in andvance and I am looking forward to hearing from you.

Best regards,



dont warry i allready solve this problem by my self


detox44, thank you for your reply. Do I understand correctly, that our intervention is no longer required? Do I have your permission to close this case?

detox44 has 2d 11h 32m 20s to reply