Casumo Casino - Player's deposit was not credited to her gaming account.

I made a deposit of 188.00 on September 30, 2023. The funds were never credited to my gaming account and were withdrawn from my bank account immediately.

I was told that it would take 5 business days for the funds to bounce back into my bank account. I have been contacting casumo live chat and email at hey @casumo.com daily with request for resolution and for my funds to be returned. They have asked for pdf bank statement which I have provided vis chat and email.

I have tried to contact someone on live chat today for an update and they are not responding via chat or email.

Dear Tpatzz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Good day!

Unfortunately I still don't have resolution and awaiting a refund of money owed by Casumo

I fully understand your frustration, Tpatzz. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 7 days to allow the transaction a full month to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Dear Tpatzz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Good Day,

I regretfully have not received any attention to this matter. I will be attempting daily this week for resolution

Thanks for the update.

Kindly submit the payment confirmation to my email at tomas@casino.guru or alternatively, you can post a screenshot here.

Once we receive it we'll ask the casino for assistance.

Dear Tpatzz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.