Casumo - My account was blocked on May 28th

Ruling

Resolved - Casumo Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Casumo Casino Review.

Player's Complaint

Hello, by this letter I want to express my readiness to cooperate with Casumo. My account was blocked on May 28th. I got a deposit refund, but I didn't get a winning. I think the casino's decision is unfair. Casinos accused me of violating paragraphs 3.9, 2.15 and 13.1. I asked the casino to clarify exactly what the casino suspected me of, but the casino ignored me.

I know that if I am suspected of fraud or money laundering, the casino has the right to request additional documents for verification. I am ready to provide additional documents if necessary.

I'm completely honest with the casino, so I'm asking for the same attitude from the casino.

You are withholding my winnings in violation of EU regulations, since a decision to unilaterally seize or withhold funds is prohibited. At no point was I informed on the specifics of my supposed violations, nor on the actions taken to ascertain if such violations were indeed committed.

Casino did not provide evidence

I think that there was a misunderstanding, I propose to start a reasonable dialogue. I want to get my €500 win.

I ask the casino to answer all my questions in detail or transfer the amount of 500 euros to my account without discussion.

Read the casino review

12 Responses

ThePOGG

June 19, 2020

Hi xlat1 - welcome to ThePOGG.com!

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

ThePOGG

September 3, 2020

Hi xlat1,

I've discussed this issue with Casumo and our understanding is that your winnings will be paid. However you will no longer be welcome to engage in any play with this operator.

We would appreciated it if you could confirm when you receive your funds.

Thanks,

ThePOGG

ThePOGG

September 10, 2020

Hi xlat1,

Have you received your funds?

Thanks,

ThePOGG

xlAT1

September 11, 2020

My account is locked, I can't put a win on the withdrawal.

The casino didn't send money to my account Skrill. How can I get money?

xlAT1

September 21, 2020

Casino asked for proof of my identity and address. I sent it.

ThePOGG

September 22, 2020

Hi xIAT1,

Thanks for letting us know - keep us updated on your progress.

ThePOGG

ThePOGG

October 4, 2020

Hi xIAT1,

Have you received your funds?

Thanks,

ThePOGG

xlAT1

October 5, 2020

I did not receive funds. Casino check my documents since 21 september.

xlAT1

October 19, 2020

I did not receive funds.Please contact the casino.

ThePOGG

November 1, 2020

Hi xIAT1,

Our understanding is that your payment has been processed. We would appreciate it if you could let us know when you receive your funds.

Thanks,

ThePOGG

ThePOGG

November 8, 2020

Hi xIAT1,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG

November 16, 2020

Hi xIAT1,

If we haven't heard from you by Friday the 27th of November I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG