HomeComplaintsCasumo Casino - Player’s account was blocked, and winnings cancelled due to an old passport.

Casumo Casino - Player’s account was blocked, and winnings cancelled due to an old passport.

Black points: 13

Amount: €371

Casumo Casino
Safety Index:Below average
Submitted: 09 Feb 2020 | Unresolved : 06 Mar 2022
Unresolved Our verdict

No reaction policy, good regulator

UNRESOLVED

Case summary

2 years ago

The player played at the casino and won some money. When he tried to make a withdrawal, his account was blocked. The reason for this is an old passport. The casino failed to reply to this complaint so we closed the complaint as unresolved.

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4 years ago
Translation
  1. I tried to cash out my winnings into my account but the casumo casino decided to remove my users and take my winnings they did not agree to give me winnings because I had an old passport wondering how on earth can I deposit money without any person certificates but no winnings of the amount I won. Neither did they give me a chance to get a new ID card that would be valid I would like to appeal to get my money back.
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Automatic translation:
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4 years ago

Dear Ville-pekka,

Thank you for contacting Casino Guru. I’m sorry to hear about your negative experience. It is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. However, in my opinion, you should get a chance to have your account verified with a new passport. Could you please upload screenshots of the conversation with the casino? That would be very helpful. 

Best regards,

Peter

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4 years ago
Translation

Hi i don't have screenshots of conversations unfortunately?

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4 years ago

Hi Ville-peka,

I contacted the casino. We'll see how they react. You will be notified as soon as there is a reply. 

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4 years ago
Translation

So I tried. That is how they answered my account

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4 years ago

We would like to ask the Casumo Casino to reply to this complaint. We are extending the timer by 7 days. 

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4 years ago

Hi Ville-pekka,

I was promised a reply from the casino, but it's been too long. Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. Unresolved complaints may affect the overall rating of the casino. If the casino team decides to reply, they can reopen this complaint anytime. I'm sorry this isn't a result you were hoping for, but the casino management may change their mind and reopen the case. I wish I was of more help.

Best regards,

Peter

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