Casumo - The money has been taken away

Hi Bondgirl - welcome to ThePOGG.com!

What the operator mean is that they believe that you've opened more than one account, either under your own name or other people's name, in order to claim bonuses that you are not entitled to.

Before going any further I need to make clear that if Casumo provide evidence that you have been operating multiple accounts this complaint will be closed and no further correspondence will be engaged in regarding this issue.

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

Thanks,

ThePOGG

Hi Bondgirl,

The Casumo team have described what we would view as serious terms infractions by your account. However they have decided that due to (paraphrasing) "legal and regulatory barriers" that they will no longer share supporting evidence with this service.

I have to be clear that if Casumo provided evidence to support the claims they have made we would unquestionably support the operator. However, this is very familiar with both the legal and regulatory requirements that Casumo are subject. There is no barrier to their sharing evidence as long as the correct processes are engaged to ensure that any data processing is conducted in a lawful manner. Any barrier to the full and transparent cooperation with this service is of a of the nature of an internal policy rather than law or regulation.

The consequences of this are that we now have two parties with conflicting accounts of what has happened and no reasonable basis on which to make a ruling. As such this complaint will be marked 'Unresolved'. However, as Casumo are no longer willing to cooperate and the full and transparent management of complaints submitted to this service they will now be moved to Not Recommended status.

We would recommend you consider taking your complaint the Casumo's regulator the Malta Gaming Authority.

Sorry we could not be of further help.

ThePOGG