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Casumo - Not paying due to verification

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Casumo Casino Review.

Player's Complaint

I have been with casumo for months now making deposits and withdrawals, all of a sudden on the 26/11/2020 i make a withdrawal of $350 nzd and it is just sitting there pending . I look under my account and theres a red ! So I fill out and upload all the documents they are asking for , bank statement, proof of address, id. I have messaged them countless times asking how long it takes to verify and got an answer of 1-3 days . I had a withdrawal of $80 nzd processed on the 27/11/2020 though so why not the 350? Its been over 6 days now and I am not getting replys to my messages and it is still not verified, I am lost at what to do because I really need the money now .

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4 Responses

User icon
ThePOGG
December 2, 2020

Hi shells - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 18th of December let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
ThePOGG
December 20, 2020

Hi shells,

Are you still experiencing issues?

Thanks,

ThePOGG

User icon
ThePOGG
December 27, 2020

Hi shells,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
January 10, 2021

Hi shells,

If we haven't heard from you by Friday the 22nd of January I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

shells 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

December 2, 2020

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