Casumo Casino - Player’s struggling to complete the account verification.

once i won this amount 2460000inr despite of depositing 1300000 they have blocked me and giving an excuse of verification issue.

Dear Pankaj,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

i didnot even withdraw just after winning the amount the amount suddenly they blocked me

Have you accumulated your winnings with or without an active bonus, please?

no i have not even withdrawn the amount they have seen my winnings and directly blocked me. i have spoken with the account manager Parynaz she inspite of solving my problem has consfiscated my money forcefully.again i have give passport,adhar,pancard,electricitybill,voter id,as well as bank statement all in pdf form. they have robbed me literally. plz help i need legal advice

moreover they say i cannot play from india assam guwahati, what a lame excuse of robbing money

they say its restricted area than why ur casumo website has a marketing punchline in hindi

Hi Pankaj,

I have checked the list of restricted countries (here) and India is not there.

Could you please advise if you have activated any promotional offer when depositing funds into your account? Additionally, please forward any relevant communication to petronela.k@casino.guru. Thank you very much in advance.

no i have not 100 percent sure.they have confiscated my money.and literally stopped communication with me.what kind of casino is this plz advice and helpyes i have not used any promotional offer i have double checked it.

Is there any relevant communication between you and the casino that you could forward to petronela.k@casino.guru? Thank you.

Thank you very much, Pankaj, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

ok thank u

Hello Pankaj,

I'm Nick and I'll be assisting you from now on. I would like to ask Casumo Casino to join us and help us resolved the player's issue.

thank u nick

Unfortunately, we haven't receive any respond from the casino yet. Please note that if they won't respond within the next 7 days, the complaint will be closed as unresolved, which may negatively affect the casino's rating.

ok nick they have just robbed my money nick. can u suggest me how can i complain this to gambling commission or any gamling or licensing authority. so that i can lodge a complain against casumo. plz help

Dear Pankaj,

As I mentioned above, we will be forced to close the complaint as unresolved, which may negatively affect the casino's rating. I'm sorry that we could not do more but as they are non-responsive, there isn't much we can do.

Please try to fill out this form here: https://www.mga.org.mt/support/online-gaming-support/

It's the official license authority of the casino and they should definitely be able to help you out.

Best regards,

Nick