Casumo - took my winnings from me

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

I have had a very bad experience at Casumo that I wanted to report. I won £1000 playing their slots. When I deposited I was given a bonus. I had to bet this bonus over many times before I could withdraw anything. So I did all the betting on slots until the requirement was finished.

I had heard that Casumo was a safe place to gamble and so was surprised when I received an email accusing me of having “strong links to other players” who had also claimed the bonus. They went on to say that all my winnings had been removed and that I only had a right to my deposit.

I categorically deny any links to any other players. I don’t think Casumo has any proof of this at all since it is completely false. What do they even mean by “strong links”? They quoted the following clause as reason for the confiscation:

“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.”

I challenge Casumo to provide proof of the same person, house, IP address, device or deposit method having ever been used by any other players before. They will not be able to because I have never played at Casumo, no one has played from my flat where I have lived for years, my deposit method has never been used and I use my own broadband connection and NEVER any shared connection such as cafes etc. As for the part about risk-free play not qualifying I think I was betting around £5 a spin on slots. There is obviously nothing risk free about that at all.

Casumo are either mistaken or worse. I have not breached any terms and demand to be paid the £1000 that I won playing exactly by their rules.

Read the casino review

5 Responses

ThePOGG

December 20, 2018

Hi taglia95 - welcome to ThePOGG.com!

Before I go any further I do need to be clear that if Casumo can demonstrate that your account is linked to other accounts we will discontinue any involvement in this issue.

I also need to make you aware that Casumo have recently discontinued their agreements to manage complaints via this service. As such the chances are they will decline to discuss this issue with us.

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

ThePOGG

ThePOGG

January 20, 2019

Hi taglia95,

Unfortunately Casumo have informed us that they will not discuss your complaint with this service.

They've asked us to direct you to their chosen ADR service eCOGRA.

Sorry we could not be of further help!

ThePOGG

ThePOGG

January 11, 2021

Hi taglia95,

We have re-established our lines of communication with Casumo and your case has been reviewed again by the operator. Your funds have been restored to your balance and your account has been re-opened.

Could you please log in, place a withdrawal and let us know when you receive your funds?

Thanks,

ThePOGG

ThePOGG

January 24, 2021

Hi taglia95,

Have you received your funds?

Thanks,

ThePOGG

ThePOGG

January 31, 2021

Hi taglia95,

If we haven't heard from you by Friday the 12th of February I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG