Casumo Casino - Player’s account has been disabled.

Jeg har den 8 januar i år vundet 2202 kr på casumo.com men da de har lukket min konto og de nøgler at svarer mig tilbage og jeg har selv indbetalt fra min egen Bank konto og de svarer mig ikke tilbage når jeg skriver emails til dem det kalder jeg for tyveri når det er mine egne penge jeg har brugt for at vinde de 2202 kr og jeg har sendt dem alle mine dukomenter igen og igen men intet er godt nok og de sagde til mig lige I starten at de kun skulle vinficere min casumo konto men da de har lukket min konto så kan jeg jo hellere ikke spille der mere men de nøgler mig stadig at overføre mine 2202 ddk som jeg har indbetalt fra min Bank konto til at vinde de penge og jeg har sendt en politianmeldelse

Dear Marlene,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you accumulated your winnings with or without an active bonus and clarify if you’ve received any withdrawals in the past? Did you receive any explanation from the casino why your account has been deactivated?

Ideally, please forward any relevant communication to petronela.k@casino.guru.

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

Additional comments from the player:

"Jeg har aldrig haft problemer med at få mine penge fra casumo før nu og min gevinst på mine 2502 kr er for mine egne penge fra min bank konto og nu har casumo lukket min casumo konto men de nægter mig stadig at overfører mine 2502 kr selvom jeg ikke kan spille på min spille konto mere og jeg har sendt dem alle mine dukomenter som jeg har men nu forlanger casumo at jeg skal betale de 628 ddk for et nyt pas for at få mine egne vinder penge og de har kunnet bruge mine dukomenter før for at verificere min spille konto så jeg synes ikke at det er færd for mig at jeg skal betale de 628 ddk for at få mine penge fra casumo og de har sagt at de kun skulle have mine dukomenter hvis jeg skal fortsætte med at spille på min spille konto som jeg ikke kan da de har lukket min casumo konto"

"Har nu forklaret dig min situation nu

Jeg har indbetalt 300 og 200 og 100 ddk nogle gange for at vinde mine 2502 ddk

Dato for mine vinder penge 8 januar 2021 vundet beløb totalt 2002 ddk for egne penge fra min bank konto

Jeg har prøvet på at ubtale dette beløb 2 gange nu inden de lukkede min spille konto men da jeg havde udbetalt dette beløb annullerede de mine udbetalinger begge gange og nu reagerer de slet ikke på mine emails mere overhovedet

Jeg kalder det for tyveri da det er penge fra min bank konto jeg har vundet de penge med og jeg har sendt min politianmeldelse

Casumo opstår at mine penge står på min spille konto men da jeg ikke kan logge ind på min spille konto kan jeg ikke se om det passer"

I'm sorry, but could you please explain in more details why you've been asked to pay an additional 628 DKK? Thank you very much.

Additional comments from the player:

"Det er stadig ikke bonus eller gratis spins jeg har vundet de 2502 ddk på men penge fra min bank konto hvorfor forstår du ikke det?"

Why you've been asked to pay an additional 628 DKK?

Additional comments from the player:

"Hvorfor fanden hører jeg ikke noget fra jer jeg skal bruge de 2502 ddk nu tak"

"My money is still not in my bank account now you have a big problem with the police now stealer"

I'm truly sorry, but I asked you 4 days ago twice "Why you've been asked to pay an additional 628 DKK?" and I still didn't receive any answer. Please elaborate as all the requested information is essential for this case. Thank you.

Additional comments from the player:

"Beause I dont has got my winner from casumo.com and you refuse to help me now before it Will be worst for your self"

I'm trying to help you, but you haven't answered my question.

Why you've been asked to pay an additional 628 DKK?

Additional comment from the player:

"Jeg skal betale 628 kr for et nyt pas for at få mine 2502 kr af casumo men de har tilbageholdt mine penge og de har kunnet bruge mine dukomenter mange gange før indtil nu"

Additional comments from the player:

"Casumo.com vil have at jeg skal betale for et nyt pas på 628 ddk før må jeg ikke få mine egne vinder penge fra egen bank konto og de har lukket min casumo konto så jeg ikke kan logge ind på min spille konto mere"

Thank you, Marlene for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

However, I would like to ask to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

I would like to ask Casumo Casino to join us and help us resolve the player's issue.

We haven't receive any answer from the casino yet. Please note, if we won't receive any respond within the next 7 days, the complaint will be closed as unresolved, which may lead to casino's rating deduction.

Hi Marlene,

Thank you for taking the time to detail your complaint.

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 need to obtain information in order to comply with our "Know Your Customer" security checks.

These requirements include potential requests at different stages of our relationship and until these are fulfilled, we're not able to send out any withdrawals.

As I cannot look up nor discuss account specific details through CasinoGuru, I'm afraid I cannot look into your account specifics. However, if I understand correctly you are struggling with ID verification.

In order to verify your ID, we require either a passport, driving license or national ID. This document must be in date as otherwise, it is not valid and will be rejected. Please make sure we can see all four corners of the ID as well as all details clearly.

You mentioned that your account has been closed, if this was not done at your own personal request then it may have been temporarily paused due to documents not being received within the stipulated time frame.

The good news, however, is that you can still supply us with your documents via email on hey@casumo.com. Our ambassador team will get them uploaded and prioritize your case in order to have this resolved as swiftly as possible for you.

We are very keen to get this resolved for you, however, please bear in mind that we do require valid documents.

Best wishes,

Casumo

Additional comments from the player:

„you now have 2 options so get my winners money from your own bank account from casumo.com now otherwise a police report will be sent against you too as I have sent against casumo.com also now thank you I will not pay 628 ddk for a new be sure to get my 2500 ddk from casumo.com which I have paid in from my own bank account to win my 2500 ddk

do it now thanks"

Dear Marlene, you've been asked to reply directly on the complaint and not to write a new one all the time. Also, your complaint will be now rejected as we have zero tolerance for threats.

Best regards,

Nick

Casino.guru