Casumo Casino - Player’s account has been suspended.

Casumo casino confiscated my winnings. Now they're ignoring me.

On October 16, I began verification. Immediately after I submitted my documents, I tried to sign in to my account. There I saw that my account was suspended for security reasons. After that, I wrote to the casino more than five times, but did not receive an answer. I was trying to find out why my account was suspended.

The casino only answered me on November 3rd. They reported that my mail was not registered in their system. They can't find information about my account to help me.

I wrote to them from the mail registered in the casino. I do not understand how this is possible, why they cannot find my data and why my account was suspended. Casinos owe me 871 euros, I want them. I suspect a casino of fraud. I'm asking you to look into the situation and help me get the money back. Thank you in advance.

Dear bondar99,

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. Have you received a registration email from the casino when opening your account? Please forward it along with any relevant communication and supporting evidence 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

Good day! I sent screenshots of correspondence with the casino, as well as a screenshot of the registration letter to petronela.k@casino.guru.

Good day! I confirm that this email was used to register my Casumo Casino account. No other email was used.

Thank you very much, bondar99, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear bondar99,

I looked at your complaint as well as the provided e-mails. I understand the situation and I’ll try my best to resolve the issue as soon as possible.

I would like to invite Casumo Casino to join this conversation and participate in the resolution of this complaint.

We would like to ask Casumo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi there bondar99,

Thank you for taking the time to detail your complaint for us.

When you contact us via email, it is really important that you contact us from the email address associated to your Casumo account. If this is not done, then it is quite a lengthy process and documents are required in order to verify you as the account holder as we take security very seriously here at Casumo.

If your account is currently paused due to security reasons, this indicates that we have found a breach in our terms and conditions. As I cannot look up nor discuss account specific details through a public platform such as CasinoGuru, I'm afraid I can't provide you with any further information on this.

However, our ambassador team would be more than happy to assist you and explain the scenario in detail.

Have you tried contacting our live chat? We are available 24/7 so feel free to hop in any time and we'll help you out.

We wish you all the best for a speedy resolution.

Casumo

Good day! I contacted the support service, provided a complete set of requested documents. You have reported that the documents have been successfully reviewed and approved. I haven't changed my email. However, I cannot withdraw funds from my account due to the blocking of my account. On what grounds have you blocked my account?

P.S. I myself would like my situation to be resolved without involving third parties, but you stopped responding to my messages.

Thank you, Casumo Casino, for your reply. Kindly note that you can forward any relevant information via e-mail. My e-mail address is andrej.p@casino.guru.

Dear bondar99,

Could you please advise if you’ve asked the casino support team about the reason why was your account blocked?

I checked with the casino, and more than once.

Initially, the casino claimed that my mail was not registered with them. Then it began to claim that my account was blocked on the basis of clause 3.9. rules.

When I asked for proof, the casino just stopped communicating.

I believe the casino is inappropriately withholding my money.

Dear bondar99,

Unfortunately, we haven’t received any additional information from the casino regarding the issue. I’m very sorry but this means we’re not able to proceed with further investigation. Another option is to contact the official ADR and/or the Licensing Authority of the casino. If you truly believe your complaint is justified, I strongly recommend doing so. I will gladly help you with it. Please let me know if you have any questions or require further assistance.

Thank you for your desire to help and for the advice to contact ADR. I'll let you know if I decide to follow your recommendation.

Thank you, bondar99, for your reply. I’m setting the timer for 7 days. Please let me know once you have decided but kindly note that in case you decide to not contact the ADR or the Licensing Authority, I will have to close your complaint as ‘rejected’.

Good day! I turned to ADR for help in resolving the situation. Thank you

Thank you, bondar99, for your cooperation. As you have contacted the official ADR of the casino, I will now close this complaint as ‘Waiting for decision of regulator’. Please let me know once you have received a reply from the ADR. My e-mail address is andrej.p@casino.guru.

Dear bondar99,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the ADR/Licensing Authority, we kindly request you to forward us their official statement at andrej.p@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Andrej, Casino.Guru

Dear bondar99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as ‘Rejected’.

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the official ADR's verdict. Until then, we appreciate your understanding.