Casumo – Deposit Limit Breach

Ruling

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.

Player's Complaint

Hello there,

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amount of money, my deposit limit would automatically increase the allow for additional deposits up to the amount of my Withdrawn & Cleared winnings!!!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.

[EDIT]

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