The player from Germany has deposited money into casino account but the funds seem to be lost. We rejected the complaint because the player didn't respond to our messages and questions.
Casumo Casino - Player’s deposit has never been credited to their casino account.
Amount: €10
Casumo Casino
Safety Index:Below averageSafety Index
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6.3
Casumo Casino has a Safety Index of 6.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Dear Sir or Madam, I have been waiting since yesterday at 12:18 a.m., as always, I made a deposit of 10 euros via tustyl and it was immediately debited from my bank account but not yet posted to my player account.I go into the live chat and they say that Finance team sees no deposit they have to wait 72 hours at the most and have waited until today a day later that I was told that tomorrow the player account with the 10 euro will still not be booked then I also forgot to mention that I sent an email yesterday to hey@casumo.com and to this day no answer to my question or problem, not even a proper reason, only the finance team can not see it and what can I do that the finance team is not able to look through the list as always Deposit. Of course I also have a screenshot of conversations and my deposit and in addition they said if the money does not arrive we will transfer 10 euros back to your bank account in 14 days and I find that annoying that you don't even know they have to know where the 10 are my bank has confirmed to me that they have long been paid 10 euros. Well then, I asked, at least because of your problem, do I get free spins or bonus amount not even that was granted to me although I've been a customer since 2019. Yes, that's why I ask for my entire deposit to be refunded to the casino that I trust. Or I don't feel safe in the casino anymore, that's why I ask for help. That all deposits from the account should be refunded. Sincerely, Gjemajl t *** 
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 years ago
Dear Gjemo1997,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied and I don’t believe that you would be entitled to any refund of the fees. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
Could you please forward the payment receipt along with any relevant communication to petronela.k@casino.guru?
As I mentioned earlier, if a deposit hasn’t been credited to your account, the casino has its hands tied as only the sender can track the transaction, not the beneficiary.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
