The player from Germany filed a complaint against Casumo.de after fully converting a bonus to real money (€100) and subsequently making further winnings. A €1,000 withdrawal was accepted and marked 'booked' but was cancelled about two hours later, and the operator applied 'Bonus retention - Maximum payout', withholding her real-money winnings. She provided booking-history screenshots and requested an investigation. The complaint was marked as resolved after the player confirmed that her issue had been addressed. We closed the case following her confirmation of resolution and offered continued support for any future issues.
Casumo Casino DE - Player’s winnings confiscated.
Resolved
Our verdict
Case closed
Amount: €1,650
Casumo Casino DE
Safety Index 9.0 Very highCase summary
Discussion
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5 months ago
Translation
Facts – Complaint regarding the subsequent withholding of real money winnings
I hereby file a complaint against the online casino Casumo.de.
On December 18, 2025, I used a bonus at Casumo, but I fully met the requirements.
The bonus conversion is clearly documented in the booking history ("Bonus Conversion"), after which my account balance consisted exclusively of real money (€100.00 / €0.00 bonus).
I continued playing with this real money and made a profit.
This amount was handled entirely as real money. (See appendix)
I subsequently requested a payment of €1,000.00, which:
was accepted by the system
received the status "booked"
and was additionally confirmed to me via email ("being processed").
Approximately two hours later, the payout was cancelled without any new information being provided, and my entire real money balance was transferred.
"Bonus retention - Maximum payout" is retained.
The deduction was made after completion of the bonus, after conversion to real money, and after acceptance of the payout.
I consider this procedure to be opaque and incompatible with the principles of player protection and fair business practices, as bonus conditions were subsequently applied to real money that had already been converted.
Screenshots of the complete booking history and bonus conversion are available and attached.
I request that this matter be investigated.
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5 months ago
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5 months ago
Dear SallyNi,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
In order to properly review and clarify your case, we kindly ask you to answer the following questions:
- Are you currently able to log in to your account?
- Just to confirm, you played with bonus money only and not with any free spins?
- Was it a free (no deposit) bonus?
- Have you made any successful deposit/withdrawal from this account in the past?
- Can you share any communication with the casino regarding the Bonus retention - Maximum payout?
Thank you for your cooperation.
Best Regards
Petra
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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5 months ago
TranslationI would like to add something:
Casumo states the following in their bonus guidelines:
"The maximum conversion to real money is usually €100."
Example: You receive a free bonus of €10. After you have fulfilled the bonus conditions and achieved a profit of €120, you can convert a maximum of €100 into real money. Any amount exceeding this will be canceled.
That's exactly what I did. I had €297 and converted that money into €100 real money.
From this point on, my game history shows that my money is always and ALWAYS displayed as REAL MONEY.
I then won a large sum with my €100 real money deposit. This large sum no longer exists. I am repeatedly referred to the clause above from the bonus guidelines and told that I am only entitled to the €100. All the attached images show that I am absolutely in the right and have properly complied with the bonus terms and conditions. This is either a mistake on Casumo's part, or money is being deliberately withheld.
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5 months ago
TranslationHere again it is clearly evident that it was previously bonus credit and was demonstrably then converted into the maximum amount of €100 real money:
Please excuse me for bothering you with all these messages and evidence, but I simply cannot understand how something like this can happen...
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear SallyNi,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Petra
