Casumo Casino - Player's account verification and withdrawals are delayed at Casumo.

Hi, I have had my funds locked in my casumo account since the end of Ocotber as casumo needed verification documents. I have sent in proof of winnings at other casinos as proof of wealth and am willing to send my payslips from work. It shows proof larger than my deposits at casumo. The only thing I hear from casumo is delay excuses. The latest:

«Our team works around the clock to ensure documents are reviewed as fast as possible. Due to the variety of documents and eligibility requirements, there is no set time frame for verification to be completed.

The Source of Wealth documents can take a bit more time as they are reviewed by a different department.»

Delay upon delay. I have waited over a month. My patience have run out. I hope I can get some assistance from casino.guru.

Dear Klask,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.

• Do I understand correctly that providing Proof of Income seems to be the only obstacle standing between you and your winnings?
• Have you submitted all the other personal documents required for the verification? 
• If there's any relevant communication, please forward it to petronela.k@casino.guru.

Looking forward to hearing from you.

Best regards,

Petronela

Yes, proof of wealth is the only obstical.

Yes, everything requested is sent in and approved.

Forwarded relevant communications to petronela.k@casino.guru

Thank you very much, Klask, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Casumo Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello Klask,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Casumo Casino to join the conversation.

Dear Casumo Casino,

Could you kindly offer additional details regarding the delay in verifying the player's proof of wealth? While I recognize that this process requires time, the ongoing verification issues for the player, which date back to around October 2023, significantly exceed the usual processing timeframe. If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Hi, my deposit originated from winnings at other casinos. It tok some times to get proof from these casinos. These proof of winnings was sent early December to Casumo. Since then I have not heard anything from their verification department. I can upload my payslips and additional proof of winnings if needed, but ultimate they are non-responsive.

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.

Dear Klask,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I 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 Gibraltar Gaming Authority (https://www.gibraltar.gov.gi/finance-gaming-and-regulations/remote-gambling) itself. As in Norway Casumo Casino operates under the Gibraltar license. 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 (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Casumo Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Klask,

We have received the following email from the Casumo Casino team:

Hi Klask & Casino Guru team,

We apologize for not getting back to you on the complaint.

As we are on a public forum, I am not able to look into your account specifically and provide updates here.

However, to comment on your messages, I can see that you've gone through some Source of Wealth verification. We, of course, aim to complete all verifications as fast as we possibly can. However, due to the sensitive nature of the documents provided, the length of these processes sometimes varies and takes a bit longer than expected.

As you mentioned needing to get some further documents from other casinos, this could have extended the verification time frame.

As it's been a few months since the complaint was raised, we hope it's all been resolved for you by now.

However, if you should require any further assistance, please send an email to hey@casumo.com, addressing the email to Noah, and I'll make sure we get a resolution for you as quickly as possible.

All the best,

The Casumo team

Can you please confirm that your previous issue has been resolved by the casino team?

Hi. Yes, this is resolved.

Dear Klask,

Thank you for the confirmation.

As the complainant has confirmed, we consider this complaint to have been successfully settled/resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. 

Please do not hesitate to contact us Klask, if you encounter any problems with this or any other casino in the future. We are here to help you.

Best regards,

Michal

Casino Guru