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Casumo – Deemed winnings

Ruling

Found for the Casino - Casumo has provided enough supporting documentation to confirm that their regulator, the MGA, has ruled in their favour in this instance. Given our long standing and very positive relationship with the MGA we are happy to accept their verdict in this instance.

Check out our Casumo Casino Review.

Player's Complaint

Hello, I ask help from you because these guys confiscate my winnings.

My user name to this casino is [EDIT]

The registration made at 15/02/2014 and I had played some times loosing total 900 euros.

At 05/09 I played using a bonus which they sent to me via email with subject ''Juicy deposit bonus from [EDIT] today‏ '', the bonus was 50% up to 60. Rollover finished and I had about 10500 euros (Great win I thought), as regular they asked documents including a picture made by camera appears me holding my id which of course I sent. At 16/09 I received the following email:

of your inbox]

To: [EDIT]

docs[@]casumo.com

Hi [EDIT],

Thank you for your documents.

However upon a closer investigation of your Casumo account we deem your game play invalid and to be in breach of the following paragraph of our T&C.

2.5. You may participate in the Games strictly in your personal non-professional capacity for recreational and entertainment reasons only.

Whilst analysing your game play it's quite evident that you haven't been playing at Casumo in the way described above. Taking advantage of bonus offers exclusively in combination with your betting pattern is the main reason for our decision. Therefore we have to deem your winnings invalid. However if you wish to play at Casumo in the future you are welcome to do so. Your total deposits since you registered your Casumo account has been reimbursed and you are also welcome to withdraw these funds if you wish. We regret to inform you of our decision but we have no choice.

So they say that I am a professional player which is a lie and they are using this term now after my win, it's obvious that if I hadn't won they will probably leaving me losing funds.

I think you need to share this casino's behaviour on your website for everyone to see, so people can avoid having the same thing happened to me.

Read the casino review

3 Responses

ThePOGG
Sep 17, 2014

Hi marin86 - welcome to ThePOGG.com!

Before I share anything with anyone I'll need to speak to Casumo about this issue and get their side of the story.

I'll let you know once I've done that.

Thanks

ThePOGG

ThePOGG
Sep 22, 2014

Hi marin86,

I've had a response from Casumo and unfortunately they've taken the decision not to work with any 3rd party dispute mediation services. As such - and given that this issue seems to be related to vague terms that do not specifically outline how they are violated - I've move Casumo casino to 'Not Recommended' status.

Unfortunately there's nothing more that I can do for you directly. I would however recommend taking your complaint the Casumo's regulator the Maltese Lottery and Gaming Authority. You can find contact details for the LGA here - http://thepogg.com/regulator/lotteries-and-gaming-authority/. If you have any problems with this process let me know and I'll try my best to assist you.

Thanks,

ThePOGG

marin86
Sep 24, 2014

Hey, Thanks for your help, i will do the complaint.

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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.

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