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Casumo – confiscated my winnings

Ruling

Found for the Player - In a stark about turn from their previously cooperative position Casumo have informed us that they will no longer cooperate with complaints submitted to this service. As such this complaint is found in favour of the player.

Read our Casumo Casino Review.

Player's Complaint

Hello, I am reaching out to you due to my issues with Casumo Casino. I opened account with them around a month ago. I enjoyed playing their slot and table games. I was very lucky and at some point I accumulated over 16k winnings. I placed a withdrawal of 2k and it was paid to my account after I sent them the necessary documentation. After that I placed another withdrawal after which Casumo came back to me and told me that my winnings were due to the following:

Bonuses/free spins at Casumo can only be received once per person, household, IP address (including shared networks), device and/or credit/debit card number or any other deposit method used. Risk-free bets on any games do not qualify for Casumo's wagering requirements. We reserve the right to close your account and confiscate any existing funds if evidence of bonus abuse/fraud is found.

I found this extremely untrue and would like to dispute the statement as well as the confiscation of my winnings. I feel they stated the above just so that they can confiscate my balance which is currently down to 0.

I will very much appreciate if you can assist me with that.

Thanks

Read the casino review

3 Responses

ThePOGG
Sep 03, 2018

Hi Stolchet0 - welcome to ThePOGG.com!

Before going any further I need to make clear that if Casumo provide evidence that you have been operating multiple accounts this complaint will be closed and no further correspondence will be engaged in regarding this issue.

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

Thanks,

ThePOGG

Stolchet0
Sep 19, 2018

Thank you ,ThePOGG

ThePOGG
Oct 04, 2018

Hi Stolchet0,

The Casumo team have described what we would view as serious terms infractions by your account. However they have decided that due to (paraphrasing) "legal and regulatory barriers" that they will no longer share supporting evidence with this service.

I have to be clear that if Casumo provided evidence to support the claims they have made we would unquestionably support the operator. However, this is very familiar with both the legal and regulatory requirements that Casumo are subject. There is no barrier to their sharing evidence as long as the correct processes are engaged to ensure that any data processing is conducted in a lawful manner. Any barrier to the full and transparent cooperation with this service is of a of the nature of an internal policy rather than law or regulation.

The consequences of this are that we now have two parties with conflicting accounts of what has happened and no reasonable basis on which to make a ruling. As such this complaint will be marked 'Unresolved'. However, as Casumo are no longer willing to cooperate and the full and transparent management of complaints submitted to this service they will now be moved to Not Recommended status.

As a UK citizen we would suggest that you now take your complaint to Casumo's UKGC appointed ADR eCOGRA.

Sorry we could not be of further help.

ThePOGG

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