ThePOGG.com – your source for reliable information about online gambling.


  • Over 2k complaints managed and $2 million returned to players.
  • The largest collection of detailed casino reviews available online.
  • Bonus value reports to tell you how bonuses really compare.
  • Detailed game guides to help you learn to play.

I certify that I am over 18 years of age and I have read and agreed to the:

We respect your privacy and won't share your email address.
Aweber logo
[X] Close this form and return to site
Close geo
Turn geolocation on
Locale settings

Currently viewing:

English in United Kingdom

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

User icon
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

User icon
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

User icon
ThePOGG
September 10, 2020

Hi xlat1,

Have you received your funds?

Thanks,

ThePOGG

User icon
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?

User icon
xlAT1
September 21, 2020

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

User icon
ThePOGG
September 22, 2020

Hi xIAT1,

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

ThePOGG

User icon
ThePOGG
October 4, 2020

Hi xIAT1,

Have you received your funds?

Thanks,

ThePOGG

User icon
xlAT1
October 5, 2020

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

User icon
xlAT1
October 19, 2020

I did not receive funds.Please contact the casino.

User icon
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

User icon
ThePOGG
November 8, 2020

Hi xIAT1,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
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

Leave a Reply

You must be logged in to post a comment.

Agreement

xlAT1 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:

  • Casumo
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Casumo Services Limited

June 19, 2020

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.