Casumo Casino - Player's account locked during winnings withdrawal.

I was informed by customer support that my account would be locked for a regular review starting from October 11, 2023.

Although I was told it would take up to 5 business days, as of October 29, 2023, my account has not been unlocked.

I have submitted the necessary bank transaction statement needed for withdrawal during this period.

Despite my multiple inquiries since then, the only response I've received is that the review is still ongoing, without any explanation given.

This situation arose just as I was about to withdraw the $20,000 I had won.

I am filled with anxiety, worrying if I'll be ignored and not paid.

Dear miyabipapa,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great 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• Could you please specify if you have withdrawn any winnings from this casino in the past or this was your very first game session?
• Was your account successfully verified in the past?
• Have you redeemed any promotional offer when placing your last deposit?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

This will be my first withdrawal at this casino.

This is my first time authenticating at this casino, so I don't know.

Other casinos were able to authenticate without any problems.

Bonuses are not used at all.

that's all.

Thank you for your support.

Thank you very much, miyabipapa, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you miyabipapa for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casumo Casino for their help in resolving this complaint. We would like to know why was the player's account locked and what can we do to help them withdraw their winnings.

Thank you!

Thank you for your response.

However, there is no response from the casino.

Peter

Good evening.

There's no progress at all, what's going on? ?

We would like to ask the 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’ which may negatively affect its rating.

If the casino closes without contacting me, is there nothing I can do?

Is it because they don't want to part with a lot of money at the cost of a little reputation?

If the casino decides not to react, I would recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/alternative-dispute-resolution/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru).

Peter

Good evening. thank you!

At that time, I would appreciate your support.

Hi miyabipapa,

Thank you for for reaching out to us, and sorry that it took us a while to get back to you in regard to the matter.

I can see that you mentioned your account being under regular review. We conduct these reviews in order for us to a safe, secure, and enjoyable casino and ensure we stay compliant as a gambling operator, can provide the best service, and know our customers.

We usually do not give out any specific time frame, such as 5 days, as review time frames may vary and can depend on the outcome of the review. 

However, with that said we of course always strive to have everything resolved as quickly as we possibly can on our end.

If you have any ongoing cases with us, then I can assure you that we'll of course have an open dialog through email and chat, and an update will be sent via email as soon as we have one. 

As we are on a public forum, we're not able to look into your account specifically. However, we would encourage you to reach out to us via our live chat, or at hey@casumo.com, at your earliest convenience, so we can help you further with the case.

Please also feel free to send an email with FAO to "Noah", and I'll personally check up on the case for you.

All the best, 

The Casumo team 

Noah

Hello.

I also sent it to you via email, but I don't have any objections as I think it's natural for it to be reviewed.

However, even though they said that it would normally be completed within 5 business days, there was no explanation as to why there was a delay, and when I kept going back and forth, I was only told that it was still under review.After that, I sent many emails, but... It's been a month since it's still under review or no response.

So, even if you are told to rest assured, you can't help but feel anxious.

Will I be able to withdraw money properly?

Will I be able to receive it within this month?

Will it take another 2 or 3 months?

Will you not reply until the last minute of the reply deadline?

I just feel like they're stretching it out like that...

Hi miyabipapa,

Thanks for reaching out to me via email.

We will do our best to check up on the case and will be sending you updates accordingly on our end.

As we are on a public forum, we are not able to give any exact updates here. So please feel free to provide any updates that you wish to share on your end.

Hope we get everything resolved for you soon.

All the best,

The Casumo team

Today, I received an email from Casumo Casino Noah informing me that the review has been completed and withdrawals are ready.

When I logged in to the Casumo Casino site and applied for a withdrawal, I received an email saying that I needed to upload the required documents for my bank account again.

What's going on?

Will it be postponed for another month or two?

Or are you planning on not letting them withdraw money over and over again?

I want you to do your best.

I was able to confirm a successful deposit of $20,000 today.

Thank you very much for your time.

Please end this matter now.

Dear miyabipapa,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter