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Casumo – The money has been taken away

Ruling

Found for the Player - In a stark about turn from their previously cooperative position Casumo have informed us that they will no longer cooperate with complaints submitted to this service. As such this complaint is found in favour of the player.

Read our Casumo Casino Review.

Player's Complaint

The money I won has been taken away and I can't believe they are doing this . At the beginning of August I started playing at the Casumo. So, I just started playing here and won 3 400 EUR. I was playing All Aces. Three weeks ago I have been asked to get my account verified but unfortunately i did not have a chance to get this done. Shortly after this email I got the message from the casino informing me according to the term 6.7 (Bonuses/free 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. Risk-free bets on any games do not qualify for Casumo's wagering requirements. We reserve the right to close your account and confiscate any existing funds if evidence of bonus abuse/fraud is found.) my money was confiscated. That is unbelievable, what does that mean??? It is not that I am walking around and telling everyone my password and casino id, I have only used two bonuses here from their welcome offer, have never played here before this. This is not a small money that I have won and i have no intention to give this to the casino….

Read the casino review

2 Responses

ThePOGG
Sep 05, 2018

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

ThePOGG
Oct 04, 2018

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

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