English in United States
Resolved - Casumo have refused to discuss any complaint under any circumstances with the mediation team at this site.
This case is fairly clear, the player requested a "Deposit Limit" and Casumo confirmed that is what they'd put in place. In fact the casino put in place a "Loss Limit" resulting in the player continuing to lose long after their Deposit Limit had been exceeded.
Subsequently we assisted the player in taking the matter to Casumo's ADR eCOGRA. After some delays due to a breakdown in communication, eCOGRA ruled in favour of the player who has now had their funds returned.
Read our Casumo Casino Review.
My complaint, summed up in short is as a result of Casumo's 'Deposit Limit' rulings.
Being a gambler who acknowledges that I have some problems concerning the amounts i gamble at times, I asked Casumo to impose a deposit limit of €250 weekly on my account. This request was actioned sufficiently.
Within my deposit limitations I went onto win an amount in the region of €800 which I then withdrew on 20/10/2015. Funds were then cleared into my bank account following satisfactory completion of Casumo's player Verification process.
Over the following 2 days (21st & 22nd) I went onto re-deposit funds, most of which were one after the other in a matter of hours (it got the better of me and I got carried away). Before long I realised that I must have deposited well in excess of my €250 deposit limit, and on reflection, I had, having been allowed to deposit €1,085!!!
Therein lies my complaint. Why on earth was I allowed to deposit over and above my deposit limit which was clearly in place.
I contacted Casumo's customer services department which were to say the least, unhelpful but they refused to pass on my complaint sighting that it was within their 'Weekly Budget' parameters.
In short, I was advised that as I had won a vast amount of money, my deposit limit would automatically increase the allow for additional deposits up to the amount of my Withdrawn & Cleared winnings!!! I must once again stress at this point that my winnings were not simply sat on account pending clearance, but had been cleared and transferred to my own bank account!
Having looked through the companies T&C's I cannot find any wording which clearly explains this, nor was I warned at point of initiating the deposit limit.
My thoughts however are that a deposit limit should be just that when transferring from ones own bank account to gaming company, not adjusted as they desire.
I would be grateful if you could investigate on my behalf as I believe there has been a clear breach of the Consumer Gambling laws.
Thanks for any help in advance.
Hi Warddavies - thanks for your email.
I'll contact Casumo and see what I can find out.
I've spoken to Casumo who are flat out refusing to discuss any aspect of any complaint with a "3rd party". As such there's not much we can do for you directly.
What Casumo have asked you to do is contact them directly at [email protected] [use the subject line FAO JENNY].
My clear opinion on this issue is that Casumo have made a significant error when managing your account limitation. Having reviewed the email communications between yourself and Casumo you clearly requested, both in the subject line and at numerous points during the email exchange, a "Deposit Limit". Looking through Casumo's Responsible Gambling policies, they do not offer a Deposit Limit. What the Customer Services representative has done is put in place a "Loss Limit". The problem has occurred because the Customer Services representative not only failed to clarify the difference between a Deposit and Loss limit, but actually validated the request for a "weekly Deposit Limit".
By the policies that Casumo have in place the limit functioned correctly. By the limit you requested and Casumo validated, the limit did not function correctly.
My recommendation would be to take this back to Casumo directly. You can direct them to this complaint thread if you feel it will help as we'll now publish the report.
If Casumo are unwilling to resolve this issue for you then I would recommend taking your complaint to their Alternative Dispute Resolution service eCogra. At that point you can either converse with eCogra directly or you can request that we represent you. Whichever you feel will be more successful.
Sorry I couldn't resolve this for you directly.
I've spoken with the UKGC regarding the lack of response that both you and I have received from eCOGRA regarding this issue. They've asked to review the email communications sent to the ADR. Before I share that email chain I wanted to ensure that I have permission from you to release that information to the UKGC?
Have you received your payment from Casumo?
If we haven't heard back from you by Friday the 15th of January I'll assume you're received your funds and close this complaint.
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Warddavies 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:
October 28, 2015
Hi Warddavies - welcome to ThePOGG.com!
The first question I've got to ask is do you have any record of the conversations where you asked for the limit to be put on your account? If so I need you to forward them to [email protected].
I also need your username and email address at Casumo.