Casumo Casino - Player’s withdrawal has been delayed.

Have been waiting for withdrawals since 27, at SEK 13,000 have sent documents for verification nothing happens. Has sent a lot of emails no later than today no reply. Still, they promise fast withdrawals and deployment. Have played with bank id as they wrote that then you have the money in a few minutes !!! Clean the robbery! '

Dear Anita,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it were your first withdrawal in this casino?

Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Dear Anita,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hey! It has taken time to get the money out, today my account was verified after many complaints, and many submitted documents. Made withdrawals this morning again, when they had canceled the withdrawal, but no money in the account yet. It says that you have the money in the account within a few minutes, but have not arrived yet. I'll see how long it takes now, but never agreed that it should take so long.

Thank you very much, Anita, for your reply. I will now transfer your complaint to my colleague Viliam 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.

Hello Anita,

I looked at your complaint and will do my best to help you. I would like to invite Casumo Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Hello Anita,

Firstly, we at Casumo would like to apologise for any inconvenience you have experienced with the delay in your withdrawal request. We are extremely busy at the moment, but rest assured as a team we are working really hard to process everything as fast as possible for our players.

As Petronela has already mentioned the KYC and verification processes are extremely important to us and being a diligent and responsible operator is paramount. When we have an increase in requests sometimes on very rare occasions can cause a slight delay in our processing times.

Without being able to look at the specifics of your account I am limited to what information I can give but if we wish to reach out to our service team then we would be happy to look into the reasons for any delay you have experienced.

Here at Casumo are players mean everything to us and we extend our apologies for your experience. Casumo are constantly looking to improve the service we provide our players so please reach out to us and we would be happy to discuss this further with you.

Regards

Casumo

Dear Anita,

please, contact Casumo Casino and cooperate with them. I'll extend timer by 7 days so they should have enough time to pay you your winnings.

Dear Anita,

is there anything new regarding your case?

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.