The player from the United Kingdom explained that an account had been created in their name by their son who was able to deposit without any Anti-Money Laundering (AML) or verification documentation. The player felt the terms and conditions had been breached and wished to request a refund. However, we informed the player that refunds were not possible as the money had been lost while playing. The player also mentioned being self-excluded via GAMSTOP, but we clarified that assistance could only be provided when players registered in their own name using their own payment method. The complaint was subsequently rejected.
Casumo Casino - Player requests refund due to unauthorized account creation.
Amount: £1,524
Casumo Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
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8 months ago
Son created gambling account in my name and deposited using his payment method. No AML or verification documentation was required. Looked over the terms and conditions and it appears many of them have been breached. I want to request a refund of deposits, is this possible?
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8 months ago
Dear LadyJoey70,
Thank you very much for submitting this complaint. I'm sorry to hear about your issue and I understand your concern.
You are right - many of the Terms and Conditions have been breached. It is mandatory for each customer to register in their own name and provide their own accurate personal information. Additionally, each customer has to use payment methods that solely belong to them. Regarding your son's deposit at the casino, I am sorry to inform you that refunds are not possible as he lost the money while playing.
Please let me know if there is anything else I can assist you with, or if you would like to reject this complaint. Thank you in advance for your response.
Best regards
Veronika
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8 months ago
Hello, I appreciate your response however I was self excluded myself via GAMSTOP so I’m confused
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8 months ago
I am sorry but we are able to help the players only in cases when they register in their own name using their own payment method. If you feel that you should not have been allowed to register due to you being self-excluded by GAMSTOP, I recommend you contact GAMSTOP directly.
This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
