Casumo casino - blocked from doing anything

[dylanbrown1779]

I have been playing with @Casumo Casino for a few months now and everything was going fine untill the last week.

I had won a few houndred pounds and withdrew most off it and kept 100 pounds in the account. Upon that the money I withdrew returned to me but I was blocked from doing anything with the 100 pounds left in my account and since then I won a bet for 500 updating my balance to over 600.

The account states I can't deposit, play or use the balance or withdraw it and every time I get through to the live chat they tell me not to worry or be patient and keeps going round in circles. They also advised me to send in emails which I have done so and they have not got back to me once via email.

It is now been over a week now I don't see why it takes so long to do a random security check and the customer service has been disgraceful in regards to the situation. Has anyone else been in a similar situation to this where funds have been blocked and not getting an answer as to when they can get access to them.

 

[dobermann]

they are a licensed casino in the UK so you should be able to at least open a complaint which they will have to deal with. unfortunately though, the UKGC is still a pretty much toothless regulator that "doesn't get involved in individual cases", but there are other options, go to IBAS (an ADR) see if they can help and if nothing works last case scenario small claim in the courts given the amount. I can explain how you do all of the above feel free to message me or reply to this post.

 

[dylanbrown1779]

they are a licensed casino in the UK so you should be able to at least open a complaint which they will have to deal with. unfortunately though, the UKGC is still a pretty much toothless regulator that "doesn't get involved in individual cases", but there are other options, go to IBAS (an ADR) see if they can help and if nothing works last case scenario small claim in the courts given the amount. I can explain how you do all of the above feel free to message me or reply to this post.

Hi, thanks for reaching out !

I have put forward a complaint and this morning received a basic response stating they have received it and will try to act upon as quickly as possible but can take up to the mandatory 8 weeks if needed. My account is all up to date and I have verified my ID and proof of address I just don't get what they need to be checking and why it hasn't been done already.

Dylan

 

[Webzcas]

Welcome to Casinomeister @dylanbrown1779 - Unfortunately Casumo are no longer accredited on Casinomeister, as they saw fit to not adhere to the standards that merit Casinomeister Accredited status.

No Longer Accredited Post in thread 'Casumo Casino is giving it another go!'

Apr 22, 2026

From the Max’s Desk section of the Casumo review:

“… through our Sales department Casumo has officially stated that they won’t be fulfilling their Accredited casino responsibilities and are well aware that their Accredited status is forfeit. Thus endeth the Casumo story on Casinomeister … until the next chapter, if the history here is anything to go by."

Casumo has now been stripped of their Accredited status. They have been moved to the Neutral category, meaning there’s nothing in particular wrong but they’re just not up to the Accreditation obligations.

Regards,

Max Drayman...

• maxd

• 

However, should your complaint to their nominated UKGC ADR fall short of expectations, you are more than welcome to utilise the PAB Service we provide free of charge here on Casinomeister. Full details in the link below:

Online Casino Complaints

 

[dylanbrown1779]

Welcome to Casinomeister @dylanbrown1779 - Unfortunately Casumo are no longer accredited on Casinomeister, as they saw fit to not adhere to the standards that merit Casinomeister Accredited status.

No Longer Accredited Post in thread 'Casumo Casino is giving it another go!'

Apr 22, 2026

From the Max’s Desk section of the Casumo review:

“… through our Sales department Casumo has officially stated that they won’t be fulfilling their Accredited casino responsibilities and are well aware that their Accredited status is forfeit. Thus endeth the Casumo story on Casinomeister … until the next chapter, if the history here is anything to go by."

Casumo has now been stripped of their Accredited status. They have been moved to the Neutral category, meaning there’s nothing in particular wrong but they’re just not up to the Accreditation obligations.

Regards,

Max Drayman...

• maxd

• 

However, should your complaint to their nominated UKGC ADR fall short of expectations, you are more than welcome to utilise the PAB Service we provide free of charge here on Casinomeister. Full details in the link below:

Online Casino Complaints

Okay thank you very much for the advice I'll keep that in mind! I'll give them a bit of time to respond to the complaint or just better yet unblock my account to have access to my funds or I'll come back and follow up on you advice. Doesn't make any sense to me what there playing at

 

[Webzcas]

Yes, by all means keep us updated. One good thing to note is that as Casumo are licensed by the UKGC, you as a UK player are afforded their protection.

So as long as there is no valid reason as to why your account has been closed, you ultimately will have nothing to worry about

 

[PMKFRUITPRO]

That’s a bold statement.