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Casumo - Non-cooperative/responsible gambling failure

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thePOGG
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Casumo - Non-cooperative/responsible gambling failure

Postby thePOGG » Wed Nov 04, 2015 12:02 pm

We've just closed a complaint against Casumo casino. The basics are that the player asked for a Deposit Limit, which the casino do not offer, and rather than explaining this the CS rep put in place a Loss Limit which resulted in the player being able to deposit far more than they thought they were allowed to and suffering a substantial loss.

Casumo have point blank refused to discuss any aspect of any complaint with us.

Read the full report here - http://thepogg.com/complaint/casumo-deposit-limit-breach/

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thePOGG
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Re: Casumo - Non-cooperative/responsible gambling failure

Postby thePOGG » Mon Oct 22, 2018 5:11 pm

Sad though we are to say this, Casumo have after several years of working with us to resolve complaints successfully, reverted to their previous non-cooperative position. This appears to be a position taken on the back of the GDPR, with phrases like "lawful restrictions" being used.

The simple truth is that there are no lawful restrictions either in terms of data protection or license that would prevent an operator from engaging with an ADR service at the account holder's request as long as the correct measures are taken on the part of the operator to ensure that they do have the account holder's permission. There are some other situations that may arise that could prevent the operator from lawfully being able to share information, but again these can be addressed with a Non-Disclosure Agreement and Data Protection Agreement and would not apply across all cases. As Casumo have been explicit that they simply will not discuss complaints with this service the later is not viable grounds in this circumstance.

The complaints in question are as follows:

https://thepogg.com/complaint/casumo-the-money-has-been-taken-away/
https://thepogg.com/complaint/casumo-confiscated-my-winnings/

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thePOGG
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Posts: 3773
Joined: Thu Oct 18, 2012 1:17 pm

Re: Casumo - Non-cooperative/responsible gambling failure

Postby thePOGG » Tue Mar 12, 2019 8:09 pm


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