Casumo Casino - Player’s requesting all deposits to be refunded due to existing registration with Gamstop.

Hi I would like some help please, I had self excluded to gamstop in September 2022 casumo started to send me emails with offers stupidly I clicked on them and opened and account and begun playing all details were the same as my gamstop registration minus my email I have 2 on Han stop but not my third. I got into a downward spiral and ended up depositing over £2000 now I emailed the casino to say that I was on gamstop and I needed this account closed as I shouldn’t be able to deposit. I have asked for a refund on ny deposits as surely they shouldn’t have let me deposit in the first place a gambling addiction is an illness and they’ve continued to let me do this. They have now closed my account due to gamstop exclusion but aren’t replying to my emails about my deposits. Thank you

Dear Staceyjanexo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation, but, before we do that, please could you forward any relevant communication along with your Gamstop registration? My email address is petronela.k@casino.guru.

We will do our best to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi I have replied I have gotten my dates wrong my exclusion actually started in December and they didn’t close my account continued to let me deposit.

Thank you very much, Staceyjanexo, for forwarding your Gamstop registration. I can see that your active self-exclusion has been valid since the 23rd of December 2022.

Could you please forward a screenshot of your personal details that are registered with Casumo Casino? I'm specifically interested in your registered email address, household address, and full name. Looking forward to hearing from you.

Thank you, Staceyjanexo, for your email. Could you please forward one last screenshot of your registered name and DOB that you entered with the casino?

Thank you for your previous email. I understand that the casino is currently waiting for confirmation from Gamstop and once received, they will move forward with the process. It may take some time for the casino to gather and process all necessary evidence, but if the process takes too long, we will step in to assist you. Your account has already been closed, and it appears that everything is in order, with just a few more steps needed for a successful resolution. Please keep me updated on any developments, and I will be patiently waiting for further news.

Dear Staceyjanexo,

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.

Still waiting on a response from casumo

I understand. Let's wait a bit longer and next week we will proceed to contact the casino directly. Thank you very much in advance for your patience.

They aren’t relying to any communication now.

Thank you very much, Staceyjanexo, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Staceyjanexo,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Staceyjanexo,

In the first place, please accept our sincere apologies for the delay in replying to you. I hope this message finds you well.

We are really sorry to hear about your situation. I can see that we already replied to your request on the 24th of April. As we are on a public forum, I am not able to present more details.

Kindly review your email inbox and do not hesitate to reach back to us in case you need further assistance.

Kind regards,

Casumo team 🖤

Dear Staceyjanexo,

may I kindly ask you to forward me the email that the casino team mentioned? You can forward it to my email address, jozef.k@casino.guru.

I all do that now

Dear Staceyjanexo,

I can confirm receiving it. Based on the context, it looks like there was some information used during the registration that is different from the one used in GAMSTOP (phone number, email, name). Be aware that with GAMSTOP you should always update everything, so their protection works correctly, at least based on their website. Since it is a third-party company with its own policies, I can only recommend reaching them directly and asking for guidance. They offered you a certain type of service, and they are responsible for its compliance.

Concluding the information above, I am going to close your case 'rejected'. If you have any questions, do not hesitate to reach me at my email address below.

Kind regards, Jozef

jozef.k@casino.guru