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Casumo Casino Bonus Issue

Discussion in 'Casino Complaints - Bonus Issues' started by Gavh007, Oct 31, 2014.

    Oct 31, 2014
  1. Gavh007

    Gavh007 Dormant account PABnoaccred

    Occupation:
    Trade mark law
    Location:
    Romford
    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"
     
  2. Oct 31, 2014
  3. petro

    petro Dormant account, per user request PABnoaccred2 PABaccred

    Occupation:
    N/A
    Location:
    Narnia
    "You may participate in the Games strictly in your personal non-professional capacity for recreational and entertainment reasons only"
    Sounds like a spirit of the bonus term to me.
    You might want to ask VWM to have a look at your problem. He is good at getting to the bottom of things. :)
     
    1 person likes this.
  4. Oct 31, 2014
  5. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    2 people like this.
  6. Oct 31, 2014
  7. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    I'm surprised that their bonus terms allowed bets that high on slots games. Regardless, the pattern of play you describe is classic 'hit-and-run' advantage play.
     
    1 person likes this.
  8. Oct 31, 2014
  9. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    This would be the best option since they are accredited. It's the very high €30 bets at the start that they will feel is "non recreational", as it seems out of place for your average player. Many casinos have a term limiting the max bet allowed in terms of the bonus credited.

    The problem here is that the casino have used a rather vague rule about whether you are playing for your own personal enjoyment, or as part of a larger syndicate in it for pure profit. The way overboard KYC (photo of you holding.... , Neteller screenshot, etc) indicates that they feel you are part of a group or "syndicate" of players.

    This term is one that is usually quoted when casinos void winnings from members of a player syndicate, and it's not so much an individual's betting patterns that are the problem, but the probability that they are acting on instruction as part of the syndicate, rather than playing "for their own personal enjoyment".

    The best thing is to PAB so that Max can look at the evidence the casino has that you are a member of a syndicate, and come to a view as to whether they have enough to demonstrate that in all probability you have acted in concert with others.
     
    6 people like this.
  10. Nov 10, 2014
  11. Gavh007

    Gavh007 Dormant account PABnoaccred

    Occupation:
    Trade mark law
    Location:
    Romford
    Many thanks everyone. I will read careful the link you attached and will go down this route. I'm just a bit lost at the moment but you've been a great help. Still haven't had anything from my chaser emails.

    Thanks again!

    Gav
     
  12. Nov 10, 2014
  13. Googobucs

    Googobucs Meister Member

    Occupation:
    IT Manager
    Location:
    Florida, USA
    1 person likes this.
  14. Nov 10, 2014
  15. rainmaker

    rainmaker I'm not a penguin CAG webmeister

    Occupation:
    -
    Location:
    -
    .

    I am not familiar with bonuses over at Casumo, but I took a quick look at their general T&C.

    According to rule 6.11, it seems they have a max bet rule of €5 per spin when playing with a bonus:

    6.11. The maximum bet allowed when using bonus money is of €5 per spin or €0.50 per bet line until your wagering requirements have been fulfilled.

    Casumo reserves the right of voiding bets and winnings resulting from bets of larger amounts.



    That being said. It is always best to just a file a PAB and let Max deal with your case :thumbsup:
     
  16. Nov 10, 2014
  17. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Like has been advised you can always try a PAB.

    But to be honest I would say it looks destined to fail. You say the casino is rogue for not paying you but I can not think of any casino out that would have paid you either.

    You clearly stated you were betting 30 euro a spin but its clear in there terms that max bet is 5 a spin. I think the casino has been more than fair by refunding your deposits. Its not like you went slightly over the max bet you were playing at a level totally banned under their terms.

    Its a shame you got your winnings voided but this time the casino is in the right. If you had bet the same at the top ranked casinos here like 32RED , GUTS etc. then the outcome would have been the same and winnings would have been voided.

    Maybe the casino could have explained better than they did by saying you never played in the spirit of the bonus. They should have simple said you were betting at 6x the max bet allowed to avoid confusion.
     
  18. Nov 11, 2014
  19. Tobias.R

    Tobias.R Official Rep for Casumo Casino

    Occupation:
    Affiliate Manager
    Location:
    Malta
    Hello Gavin,

    Let me first apologize for missing this posts. I understand that this must be
    The total opposite of fun for you, having a dispute with a casino.

    We always welcome our players to talk to the LGA if you feel wronged in any way as they work independently and will give a fair judgment ( we will of course abide by their ruling without questions). If I was in your position I would also like to have this sorted out as quickly as possible but unfortunately it can take some time with LGA matters.

    I assure you that your email does not go unnoticed. I can not discuss any specific accounts in a open forum but I will email you later today to see if am able to shed some light on the situation.

    Best regards
    Tobias

    (I'we taken the liberty to shorten the quote I replied to not create a "wall of text". Gavin's full message can be found in the previous page in this thread// Tobias)
     
    1 person likes this.
  20. Nov 11, 2014
  21. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    No offense Tobias but the LGA's track record is not good. It certainly isn't the best place in the world for a player to be taking their issue. Sure, the player can give it a go but no one should be holding their breath for a thorough, unbiased handling of the case.

    Casumo is an Accredited casino so the Pitch-A-Bitch (PAB) process is always there if the player wants us to help them. As ever that process starts with the Pitch-A-Bitch FAQ.
     
    4 people like this.
  22. Nov 25, 2014
  23. Gavh007

    Gavh007 Dormant account PABnoaccred

    Occupation:
    Trade mark law
    Location:
    Romford
    Hi there Paul,

    Thanks for your e-mail but there wasn't a max bet term in the casino when I joined, therefore, that's why they didn't come back to me stating I had actually broken that term. If you read my explanation of what they said to me, then you'll see. I totally understand if I broke a max bet rule than I have no chance, but this was put into the terms after, so I didn't break any max bet rule.
     
  24. Nov 25, 2014
  25. Gavh007

    Gavh007 Dormant account PABnoaccred

    Occupation:
    Trade mark law
    Location:
    Romford
    Thanks Tobias, look forward to hearing from you. I haven't heard anything from the LGA and it's been over a month!
     
  26. Nov 28, 2014
  27. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    @ Gavh007 : I have received your Pitch-A-Bitch (PAB) on this but there are errors that need correcting before I can proceed. Please check your PMs asap.

    Also, I have to remind you to read the Pitch-A-Bitch FAQ.

    The FAQ is required reading for all those who wish to use the PAB service and it is pretty clear from the mistakes here and in your PAB that you haven't read it. The FAQ tells you the scope of our service, what you can expect from us and -- also very important -- what we expect from you (including not posting here about your complaint while your PAB is active). If you don't understand and/or cooperate with the PAB process then your PAB will very likely fail. So do read the FAQ asap.
     

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