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Casumo - Account closed withheld my winnings

Ruling

Found for the Casino - Casumo casino has provided clear evidence that this player has opened more than one account. As such there are no grounds for payment of winnings.

Read our Casumo Casino Review.

Player's Complaint

I opened a account deposited 20 pounds played over a couple of days then after winning streak i made a withdrawal request £551 also had a chat with live chat on casumo website and was told that i would have my withdrawal within 23 hours so i tired to login the next day to find out they had closed my account claiming i had multiple accounts and that my withdrawal was denied and i would get nothing

Read the casino review

6 Responses

User icon
ThePOGG
July 31, 2017

Hi Paulbannter - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
Paulbannter
July 31, 2017

Thank you

User icon
ThePOGG
August 2, 2017

Hi Paulbannter, I've spoken with Casumo about this issue and they've provided proof demonstrating that you've opened 2 accounts. One under the username [EDIT] and the other under the username [EDIT]. A different email and phone number is used on the latter account and the physical address has been formatted differently. Unfortunately no operator will allow you to operate multiple accounts, so whether this has happened knowingly or accidentally, it is a violation of terms and there's no grounds for us to pursue the return of funds. Your £20 deposit has been transferred to your initial account and you are free to withdraw it whenever you like. Sorry we could not be of further help, ThePOGG

User icon
Paulbannter
August 3, 2017

Right so if i have another account then what are the login details? so i can aleast get my deposited money back? Iv not opened two accounts and the fact that the phone number email and ip network is totally different font you think thats a bit of a coinserdents? This has come about only when i win so money and try to withdraw it??

User icon
Paulbannter
August 4, 2017

?

User icon
ThePOGG
August 4, 2017

Hi Palbannter,

The account details were provided in my previous post. However you won't be able to log into it as this account has been closed. As stated, your deposit has been transferred to your original account. The details for that account were also included above.

And the facts are that neither the phone number nor email for these accounts makes perfect sense, as their system would automatically prevent you from registering a second account under the same email address.

I'm sorry you're frustrated, but there are clearly two accounts under your details and you can retrieve your deposits as detailed above.

Thanks,

ThePOGG

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Paulbannter consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

July 31, 2017

United Kingdom country flag

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.