Casumo Casino - Player's bonus winnings have been confiscated.

Hi! I was deposit 3000 INR in this casino! They was give me 1500 INR bonus! I did was win total 19000 INR ! I was request for withdrawal! They was pending my withdrawals 7200 hour’s after this time fram they was mail me that’s

(Hi Hariom,



While reviewing your account we have found it to be in violation of our Bonus Terms and conditions T&Cs 6.4.

Bonus terms:

6.4. Unless otherwise stated (such as within a Welcome Offer), the maximum bet allowed when using Bonus Money is five (€5) per spin or fifty cents (€0.50) per bet line, or the approximate equivalent thereof in the currency of the territory in which You are resident, and this is applicable until such time as the Wagering Requirements have been met. We reserve the right of voiding bets and winnings resulting from bets of larger amounts. When wagering with bonus money on Table Games or Live CasinoGames (including Baccarat, Blackjack, Roulette, Wheel Games, Poker Games), the maximum total bet allowed is €10 per round. We reserve the right of voiding bets and winnings resulting from bets of larger amounts. 

Due to the breach of our terms and conditions in this manner, we have confiscated your winnings in line with term 6.4 ( We reserve the right of voiding bets and winnings resulting from bets of larger amounts) of our terms and conditions.







Kind Regards, 

Casumo Payments Team

email: hey@casumo.com)

and after this they did was withdrawal my 3000 deposit money! After 1 week later i was lose 104 k here ! And i was close my account please can you help me for myHi Hariom,



While reviewing your account we have found it to be in violation of our Bonus Terms and conditions T&Cs 6.4.

Bonus terms:

6.4. Unless otherwise stated (such as within a Welcome Offer), the maximum bet allowed when using Bonus Money is five (€5) per spin or fifty cents (€0.50) per bet line, or the approximate equivalent thereof in the currency of the territory in which You are resident, and this is applicable until such time as the Wagering Requirements have been met. We reserve the right of voiding bets and winnings resulting from bets of larger amounts. When wagering with bonus money on Table Games or Live CasinoGames (including Baccarat, Blackjack, Roulette, Wheel Games, Poker Games), the maximum total bet allowed is €10 per round. We reserve the right of voiding bets and winnings resulting from bets of larger amounts. 

Due to the breach of our terms and conditions in this manner, we have confiscated your winnings in line with term 6.4 ( We reserve the right of voiding bets and winnings resulting from bets of larger amounts) of our terms and conditions.







Kind Regards, 

Casumo Payments Team

email: hey@casumo.com

after this they given me 3000 my deposit money! I have all proof they was scam with me please help me i need my winnings money!

thankyou

Dear Hariom,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please note that our position regarding breaching the maximum allowed bet is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Thank you very much Hariom for your emails. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Additionally, I would like to ask you 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. Your cooperation in this matter is highly appreciated. 

Hello Kristina thanks for your response

Hi Hariom,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casumo Casino to the conversation to participate in the resolution of this complaint.

Okay please resolve this matter as soon as

thanks

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Hariom,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the eCOGRA - alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the forms or how the eCOGRA and the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter