Hi guys, I posted to a thread regarding this casino but I wish to bring this issue up again. I haven't heard nothing since my complaint to them and LGA on 27/09/2014. I am really stressed about this as I feel they are a rogue casino that doesn't want to pay me. I personally can't believe they have been accredited! Here is my story and all comments and suggestions welcome as I don't know what else to do.
"Hi everyone, I'm new to this forum and I'm glad I stumbled across this thread (I was trying to find out about this casino and if anyone had any problems with them)!
I am currently in a disagreement with this casino. Something I find scary and confusing considering the reasons behind their decision.
I'll explain what happened and hope you guys can give me your honest opinion of my situation.
On 11/09/2014 I signed up to Casumu Casino and had a choice of three bonuses, I picked the 100% match deposit bonus as that seemed the best one out of the three. I am a bit of a geek and love zombie films and saw that there was a zombie game, so decided to try my luck at that.
I started doing €30 spins and got up to a decent balance when I got a feature which gave me a few grand, continued at the same size spins and it went down a fair bit but finally got feature again and this time I got a very good win on the last spin which was x10 (€15,000). I was so happy, as you can imagine!
Considering I was pretty happy with the first feature win, I couldn't believe my luck with the last feature but also remembered that it went down a lot before and thought this might happen again. I lowered it to €20 spins and went onto the online chat to find out how much wagering I had left. Which they informed me I could look myself and gave me the directions to do this.
I finally finished the wagering and end balance was €12,875!! I knew it would be less in £ but never the less, extremely pleased.
I withdrew on the same day and received an e-mail asking for a bill, ID and copy of neteller showing deposit and ownership. As I was away for a long weekend in bath, I provided the said documents as soon as I could (15/09/2014). On the same day, I received an e-mail back thanking me for documents and could I take a photo with a digital camera where I hold my ID next to my face. I did think this was weird but I provided the picture off my iPhone.
On 19/09/2014 I received an e-mail back thanking me for the document but upon investigation, they deemed my game play invalid due to T&C rule 2.6 "You may participate in the Games strictly in your personal non-professional capacity for recreational and entertainment reasons only". They stated the wrong term as they mentioned it was 2.5 but I pointed out it was 2.6 after looking at them again. They stated.....
"Whilst analysing your game play it's quite evident that you haven't been playing at Casumo in the way described above. Taking advantage of bonus offers exclusively in combination with your betting pattern is the main reason for our decision.
Therefore we have to deem your winnings invalid. However if you wish to play at Casumo in the future you are welcome to do so. Your total deposits since you registered your Casumo account has been reimbursed and you are also welcome to withdraw these funds if you wish."
I couldn't believe they said this and I think they just do not want to pay me. I can't see how that term can be enforceable. How do they know if I did or didn't play the game for entertainment reasons. They could say this to anyone and that would be a reason not to pay.
I asked about what I could do to take this further as I do believe this is totally unfair. I've taken it to their complaints department and the LGA as they provided me with that information.
I don't believe I could of done any more to play their casino fairly and purely for entertainment purposes. I can only think I shouldn't of put the spin size down €10 but because I nearly lost from the first feature, I thought it could happen again. I'm now thinking I shouldn't of done that. They spoke about abuse trend but how would I know what trend that would be? I can't read minds.
I therefore strongly recommend that this casino shouldn't be recommended.
Regards
Gavin"
"Hi everyone, I'm new to this forum and I'm glad I stumbled across this thread (I was trying to find out about this casino and if anyone had any problems with them)!
I am currently in a disagreement with this casino. Something I find scary and confusing considering the reasons behind their decision.
I'll explain what happened and hope you guys can give me your honest opinion of my situation.
On 11/09/2014 I signed up to Casumu Casino and had a choice of three bonuses, I picked the 100% match deposit bonus as that seemed the best one out of the three. I am a bit of a geek and love zombie films and saw that there was a zombie game, so decided to try my luck at that.
I started doing €30 spins and got up to a decent balance when I got a feature which gave me a few grand, continued at the same size spins and it went down a fair bit but finally got feature again and this time I got a very good win on the last spin which was x10 (€15,000). I was so happy, as you can imagine!
Considering I was pretty happy with the first feature win, I couldn't believe my luck with the last feature but also remembered that it went down a lot before and thought this might happen again. I lowered it to €20 spins and went onto the online chat to find out how much wagering I had left. Which they informed me I could look myself and gave me the directions to do this.
I finally finished the wagering and end balance was €12,875!! I knew it would be less in £ but never the less, extremely pleased.
I withdrew on the same day and received an e-mail asking for a bill, ID and copy of neteller showing deposit and ownership. As I was away for a long weekend in bath, I provided the said documents as soon as I could (15/09/2014). On the same day, I received an e-mail back thanking me for documents and could I take a photo with a digital camera where I hold my ID next to my face. I did think this was weird but I provided the picture off my iPhone.
On 19/09/2014 I received an e-mail back thanking me for the document but upon investigation, they deemed my game play invalid due to T&C rule 2.6 "You may participate in the Games strictly in your personal non-professional capacity for recreational and entertainment reasons only". They stated the wrong term as they mentioned it was 2.5 but I pointed out it was 2.6 after looking at them again. They stated.....
"Whilst analysing your game play it's quite evident that you haven't been playing at Casumo in the way described above. Taking advantage of bonus offers exclusively in combination with your betting pattern is the main reason for our decision.
Therefore we have to deem your winnings invalid. However if you wish to play at Casumo in the future you are welcome to do so. Your total deposits since you registered your Casumo account has been reimbursed and you are also welcome to withdraw these funds if you wish."
I couldn't believe they said this and I think they just do not want to pay me. I can't see how that term can be enforceable. How do they know if I did or didn't play the game for entertainment reasons. They could say this to anyone and that would be a reason not to pay.
I asked about what I could do to take this further as I do believe this is totally unfair. I've taken it to their complaints department and the LGA as they provided me with that information.
I don't believe I could of done any more to play their casino fairly and purely for entertainment purposes. I can only think I shouldn't of put the spin size down €10 but because I nearly lost from the first feature, I thought it could happen again. I'm now thinking I shouldn't of done that. They spoke about abuse trend but how would I know what trend that would be? I can't read minds.
I therefore strongly recommend that this casino shouldn't be recommended.
Regards
Gavin"
