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Casumo - Does not pay winnings

Ruling

Found for the Casino - Casumo Casino have provided significant supporting evidence demonstrating that this player is operating multiple accounts under names other than their own.

Read our Casumo Casino Review.

Player's Complaint

Hello! I registered with Casumo and took a welcome bonus of 200%, after which I successfully lost my deposit. After a while, I had a desire to make a new deposit, but Casumo at that time did not accept players from Russia. 2 days ago, a letter from Casumo with a bonus of 400% came to my mail, I thought it was a mistake, but after entering the casino I realised that Casumo was accepting players from Russia again. I made a deposit of 10 euros and received a total of 50 euros on my account. I played in the Dead or Alive slot, then moved to slot 300 Shields and got a win in the bonus game of 3800 euros. After such a win, I successfully fulfilled all the bonus conditions and made an application for 3600 euros for Skrill. The casino asked me to verify the account, I have met all the conditions for the documents. I am not the owner of the apartment, so I could not provide a utility bill and went to the bank to send a bank statement. As a result, my account was completely verified and the casino asked to make a request for payment. Next, I made a new application for a payment of 3,600 euros to the Skrill payment system. Joy overwhelmed me and I was looking forward to winning on my Skril. Initially, I wanted to make a cashout to a bank account, but unfortunately Casumo casino does not provide an opportunity to pay winnings to a bank account for players from Russia.

Today at 12:59 I received a letter stating that I violated the Casumo casino rules, namely 6.7

 

Casumo

Jun 17, 2017, 11:52 AM

 

Hello,

After further investigating your account.

This is a clear breach of our T&C that you have agreed on. We have removed all winnings since they were generated with a bonus.

6.7. Bonuses / complimentary 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. Casumo's wagering requirements. Risk-free bets. We reserve the right to close your account and confiscate any existing funds.

Your deposited funds are still on your Casumo account. You can withdraw them or continue playing.

Kind regards,

 

[EDIT]

Casumo Ambassador

To say that I was at a loss to say nothing!

I will say right away that I used VPN to bypass the blocking by the provider, but all of Russia uses this program. Casino Casumo is approved and any player from Russia will confirm that the use of VPN does not limit its payment.

After the letter about the violation, I decided to contact the casino support service and they pointed out to me that it's not a matter of using VPN, that is, they make it clear that I have violated some other rules about which I have no idea.

Dear Pogg, I know that you are very serious about the claims on your site and I sincerely would like to know the reason for the confiscation of my winnings, because I am sure that there is nothing that could serve as a write-off of the win in my case. I am ready to provide any documentation, contact the casino via Skype's video link, etc., that is, I am ready to do anything to prove my honesty. I have the impression that Casumo does not respect players from Russia and treats us prejudiced, I hope this is not true.

Best regards [EDIT]

Read the casino review

6 Responses

User icon
ThePOGG
June 19, 2017

Hi Aleksandr,

Before going further can you confirm whether or not you've previously submitted a complaint to this service?

Thanks,

ThePOGG

User icon
Aleksandr
June 20, 2017

No, I have not applied to you before. Only this complaint

User icon
ThePOGG
June 21, 2017

So this complaint - https://thepogg.com/complaint/laromere-win-denied-based-on-country/ - wasn't you?

Thanks,

ThePOGG

User icon
Aleksandr
June 21, 2017

No, I have registered with you for the first time and ask for help on Casumo. Thank you

User icon
ThePOGG
June 26, 2017

Hi Aleksandr,

That is somewhat odd given the matching usernames, countries of residence and exactly the same issue, but fair enough.

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

Thanks,

ThePOGG

User icon
ThePOGG
June 28, 2017

Casumo casino have provided enough supporting evidence for us to conclude that this player is likely involved in the operation of multiple accounts under names other than their own. This evidence extends significantly beyond the use of a VPN.

As such we will engage with no further discussion of this complaint and we will no longer take part in the representation of this player.

ThePOGG

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Agreement

Aleksandr 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:

June 19, 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.