Casumo Casino - Player’s account has been blocked and audited.

win 10,000 euros after having entered more than 7000, once I win the prize my account is blocked and a message appears that I must verify the account again,I do the verification of the account, but my money does not reach me, they send me a message in the chat that it will take 3 days maximum but I never receive that money

 After not receiving money or an email, I receive a response from a help chat member, he tells me that I am under an investigation and that he does not know how long it will take

And now when I open the chat they tell me that they can't do anything from there, that I send an email, I do that more than 40 times and I don't get a response

Dear Daniel,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please advise if you had any other game sessions previously and withdrawn any winnings? Is there any chance that you’ve saved your game history before your account got blocked?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

no, I have not withdrawn the funds before from that casino, but I have proof of the income, I have also sent them all the history of my money, in pdf, my payroll in pdf and all the additional verification .

This is unfortunate because they don't even respond to my emails, this has been going on for 3 months and they don't even send me an email.

The Casumo account was from another country but it is already verified again here in Denmark but they have allowed me to deposit more than 7000 euros, therefore they have to pay me the 10,000

Dear Daniel,

Thank you very much for your reply. Could you please provide more information regarding the account registration made from another country?

Good morning Petronela.

I lived and worked in the Netherlands, my bank was Dutch and my address was also, since 3 months I have lived here, in Denmark.

The casumo company told me to open a casumo.com account here in Denmark

I did, I did all the verification of the account, because supposedly they are going to transfer the money from euros to Danish crowns , they did not transfer anything to me, what they did was block both accounts.

I have proof of all this.

I just spoke to the chat, I am very tired, they do not stop making me dizzy, now they say to send them again something that I have already sent 3 times, they only waste time...

Please help me

I send again all , its the 4 time

Thank you very much, Daniel, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello Daniel!

From now on I will try my best to help you. I would like to invite Casumo Casino into this discussion, we would like to know more about the process.

Good night Martín, thank you very much. I hope they deign to answer you since I have sent multiple messages and I do not receive a response, and in the chat they tell me to contact them through hey@casumo.com and they do not even deign to answer me.

Thank you Martin

Hi there Danielgomez,

All online gambling operators such as Casumo follow strict regulations set by several governing bodies. We are also committed to providing a secure and safe gambling environment where protection of your funds is always a priority. In order to do this, we sometimes need to obtain information in addition to our regular "Know Your Customer" security checks.

For security reasons, yours as well as ours, we are required to collect certain documentation from you, in line with the expectations from our regulators. Requirements include potential checks at different stages of our relationship. Since they are based on procedures in place to uphold security standards, we’re not able to go into details on this.

As we are limited to what we can publicly discuss on an open social forum, we would encourage you to reach out to us by either availing of our live chat function, or ideally, sending an email to hey @casumo.com with the full details of your issue, and we can have one of our senior managers look into this matter for you. We congratulate you on your winnings and we look forward to working together to resolve this issue satisfactorily.

All the best,

Casumo

Hello, I have sent you on multiple occasions all the documentation that proves the legality of my money.I have contacted more than 50 times by chat and they always tell me the same lie, that I will receive an email as soon as possible, I never receive it.

Since I have not received a response for 4 months, I have sought help here. I do not want or have anything to discuss with you, you have my bank account with I have deposited more than 7,000 euros, that's where you should put my 10,000 euros

Good night guru, please I just spoke with the chat and they have asked me again for the documents that I have already sent 300 times, I am already tired of this and I already want to take legal action, I really want to report this because they are causing me harm psychological, They do not stop lying to my face, they contradict themselves and I have the proof of it.

I have captures where, for example, on Monday they tell me that they have received the documents that everything is fine and that they are waiting to make a decision ,When I did not receive that answer, I contacted and the response of the chat is that the documents have been lost, so they have been at least 10 times.

I cannot let these people steal 10,000 euros from me, they have been laughing at me for 4 months, I already want to take legal action, advise me or tell me how can i do Please Martin

Hello Daniel!

I am very sorry to see, that this situation's progress wasn't going anywhere so far. I understand your frustration and there sure is possibility for you to take this case to the casino's Licensing Authorities.

However, before I provide necessary information for you to take the aforementioned action, I would like to ask Casumo Casino's representatives to provide us any statement if they are willing to participate in the resolution process or not. Since their last reply stated only that they are limited on what they can publicly discuss, but they were willing to advise on the situation, although this did not help to make any progress with the issue.

I want to take legal action from now on since I see that these people do not stop laughing at me and wasting time.

I highly doubt that the law allows these people to block people's money for as long as they want.

And I had a query, can you request some type of compensation for damages and lost time?

Thanks Martin

Hey there Danielgomez,

We understand your frustration and we're really sorry for any delays you have faced throughout the process. Our team is currently experiencing an unusually high volume of contacts, so things are taking a little longer than our usual Casumo standard.

While I cannot look into the specifics of your account, I can assure you that our team is working on getting everyone's documents reviewed and withdrawals sent out as fast as humanly possible.

If you would like to discuss this with a manager and have them investigate the case for you, I would strongly suggest sending an e-mail to hey@casumo.com stating that you'd like to be forwarded to a manager.

Until then, we really thank you for your patience on the matter and wish you the best for a speedy resolution!

Casumo

Hello Daniel!

Please, keep us updated on the status of your issue and if there is any outcome if you opted for contacting the email address provided by the casino.

Hi every thinks its fix thanks Martin

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.