Casumo Casino - Player’s struggling to withdraw his winnings.

I have a total of 4 payments that they will not pay

the first and largest is 12,800 nok from 04/04/2023 - since 2,800 nok 5/4/2023

since 5600 nok 20/4/2023

They say the problem is with the payment company, but it seems highly unlikely when the same happens with all payments?

I have tried to contact chat every day and provided all necessary information and documents, but get the same answer all the time.. "Our team is looking into the matter and working as fast as they can"..

Nevertheless, I know that they have not received any response from the payment provider.

Dear meinhardeo,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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

yes, account is verified and the way I paid was through bank transfer.

Have given the casino several bank statements showing that no payments have taken place, but so far they have not returned with any kind of response or progression

Thank you very much, meinhardeo, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hi meinhardeo,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Casumo Casino to join this conversation and share more information regarding the case.

Can you please provide an update on the status of the player's withdrawal?

Looking forward to hearing from you!

Best regards,

Tomas

money was transfered back to account. Then I made new withdrawal request and same thing happens again.

Been over a month since I first made a withdrawal and still no signs of money

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Tomas & meinhardeo,

Thank you for raising this case with us, and really sorry for the late reply!

I'm really sorry to hear about these withdrawal issues!

Looking at the case, it seems like we needed to reach out to the payment service provider, that handled the transactions between Casumo and your payment provider, in order to help locate the missing withdrawals.

These cases can take a little longer than expected, and as the transactions are being handled by 3rd party payment service providers, we would need to allow some time for them to get back to us with updates.

However, as we are on a public forum, we're not able to look into your account specifically. However, we would encourage you to reach out to us via our live chat, or at hey@casumo.com, at your earliest convenience, so we can help you further with the case.

All the best,

Noah,

Casumo team

Dear Casumo Casino, thank you for the information.

We understand such cases may take longer than usual. For that reason, I'm now extending the timer by another 7 days. Please keep us updated on any developments.

Kind regards,

Tomas

Hi Tomas,

As mentioned, we're unable to provide any account updates on this public forum, as sharing account details here is against Data Protection regulations.

However, if this customer has any ongoing cases with us, then I can assure you that we'll of course have an open dialog on the case with him, and he would be informed via email when we have any updates.

Seeing as bank statements were provided for us to investigate further, and that this case was initially reported 3 weeks ago, there should have been an update provided via email to meinhardeo, by now.

Could we kindly ask, meinhardeo, to confirm if any updates have been received and if any further assistance is needed at this point?

Kind regards,

Noah,

Casumo team

Dear Spicy Jackpots Casino,

We can lock any of your future posts so that only you, the player and we (Casino.Guru) will see them. It means everything you write here will be hidden from the public. However, it's up to you, so just let me know.

Now I would like to ask meinhardeo, can you please confirm if your case might be now resolved?

Thank you.

Kind regards,

Tomas

Dear meinhardeo,

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.

Dear all,

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.

Kind regards,

Tomas