Casumo Have Fraudulently Stolen My Winnings

[jlfarrar]

This rogue outfit has stolen over £5000 from me and used bogus reasons as justification.

Despite fulfilling everything set out in their terms, it appears that they have taken offence to my win and have fabricated a number of ridiculous stories to justify stealing my money.

Firstly, they falsely claimed that I used a VPN (I have submitted proof that this wasn't the case). I was then accused of being linked to another user based on my IP address (a cellular data address). However, as anyone familiar with mobile networking will know, the user has no say over which IP address they are dynamically allocated by the network, nor is every user given a unique IP address (there are a finite number of IPs shared across the network's users). To expect me to check with the mobile network and ask if my IP address has been used before by another user to log into Casumo is absolutely preposterous.

The most disturbing thing of all is that they have also refused to comply with their own terms, which state that any winnings derived from real funds will not be confiscated. As my deposited funds contributed 50% towards my winnings (with my bonus funds contributing the rest), even if I had contravened their terms (which I categorically haven't), I should be entitled to all winnings associated with my deposited funds. However, they have also stolen these funds and offered no explanation as to why they deem it acceptable to violate their own terms.

I have since escalated this to eCOGRA (their chosen ADR) who are seemingly not interested in helping. They completely ignored my evidence proving that I didn't use a VPN and that I had no control over which IP address I was allocated by my mobile network (so how could I possibly be liable for a 'clash' with another user?).

Can anyone offer any advice as to what my next steps should be? Is it worth shaming them on social media and gambling forums or should I head straight to the courts?

Thanks in anticipation.

 

[The Viking]

When it comes to Casumo nothing surprises me anymore i stopped playing there 2 years ago when thinks were started getting out of control, since you are in UK maybe some UK members wouldknow better what the next step is and good luck.
P.S using gambling forum to Threatening them, i wouldnt think is a good idea especially on this one. if ever you are going to use the PAB service here it might do more harm then good

 

[sapit222]

@Louis

 

[cappync]

I'm little confused, is their reasoning for denying your withdrawal because you used a (supposedly) VPN ?

 

[philderby]

Casumo just seem to be getting worse these days dont they

 

[jlfarrar]

I'm little confused, is their reasoning for denying your withdrawal because you used a (supposedly) VPN ?

Yep, as already stated, they made up a story about me using a VPN to justify stealing my money. I provided them with proof that I didn't use a VPN and then they insisted that I was linked to another user via IP address. As anyone who uses mobile (cellular) data will know, you can't control which IP address you are allocated, so how could they possibly use that as justification to take my money?

 

[jlfarrar]

P.S using gambling forum to Threatening them, i wouldnt think is a good idea especially on this one. if ever you are going to use the PAB service here it might do more harm then good

I was hoping that sharing my story on Twitter might force them into doing the right thing, but the more I think about it, the more I realise that I just need to take them to court.

 

[Bloatgoat]

I'm little confused, is their reasoning for denying your withdrawal because you used a (supposedly) VPN ?

Mobile phones, and if your for example with T-mobile or whatever, use one and the same IP usually for proxy / data saving reasons. This might be flagged as a VPN since there where more users coming from that same IP adress. There's nothing you can do about it really since this is a decision done by the mobile provider. IPV4 adresses are becoming "short" in the world sort of say and mobile ISP's usually assign users to one public IP.

If casumo is too stupid to understand this, well, there's nothing you can do.

 

[samdog21]

When it comes to Casumo nothing surprises me anymore i stopped playing there 2 years ago when thinks were started getting out of control, since you are in UK maybe some UK members wouldknow better what the next step is and good luck.
P.S using gambling forum to Threatening them, i wouldnt think is a good idea especially on this one. if ever you are going to use the PAB service here it might do more harm then good

Hi could you explain why a pab could be worse ty.

 

[jlfarrar]

Mobile phones, and if your for example with T-mobile or whatever, use one and the same IP usually for proxy / data saving reasons. This might be flagged as a VPN since there where more users coming from that same IP adress. There's nothing you can do about it really since this is a decision done by the mobile provider. IPV4 adresses are becoming "short" in the world sort of say and mobile ISP's usually assign users to one public IP.

I spoke to my network provider and they confirmed that the IP address in question was dynamically assigned by them and that the traffic was not routed through a VPN. There are also many IP address checkers online that corroborate this, so either Casumo have faulty systems detecting false positives or they've simply fabricated this story.

I submitted the evidence from my network provider to both Casumo and eCOGRA and neither party were interested. What a sorry state of affairs...

 

[Bloatgoat]

Well i know for a fact that T-mobile uses such a proxy system, it is for example for streaming purposes, to save bandwidth, and not tax other providers sort of say. They do have for example unlimited amount of spotify streaming, and since i live in another country within the EU, and not in Holland anymore where my current subscription is at, my IP adress that i surf with stays "dutch" even tho i'm in a different country.

I already made a post here before and getting mocked because of it, but when i played using my dutch ip games where such more alive then when playing with my "native" ip in the country from where i was staying in. Sort of say they do offer different RTP's appearantly per country. Nobody believed me untill someone else here posted the actual proof.

Casumo is a casino to avoid really; complaints all over the place recently on these and other forums. Its just the way it is. they dont like winning players from the UK.

 

[Jono777]

Did you stay within full bonus terms? IE: Max Bet size, restricted games etc etc

Just asking?

 

[Gaz237]

As my deposited funds contributed 50% towards my winnings (with my bonus funds contributing the rest

Can you explain this bit?.

You would still of been playing with real money if you had won 50%

Did you complete wagering without breaking any terms?

 

[pinnit2014]

Can you explain this bit?.

You would still of been playing with real money if you had won 50%

Did you complete wagering without breaking any terms?

The way their bonus works is that from the first spin you start contributing to wagering: 10 quid in, 100 match gives 20 and if you win 2 quid then a quid goes to your cash balance and the other to the bonus balance.

sorry, clear as mud

 

[Kroffe]

The way their bonus works is that from the first spin you start contributing to wagering: 10 quid in, 100 match gives 20 and if you win 2 quid then a quid goes to your cash balance and the other to the bonus balance.

sorry, clear as mud

I actually think thats a half decent bonus-system.
Best is of course where you are not tied to the bonus at all until you reach bonus money.
Some sites you are locked with the bonus from the moment you accept it until wagering is done.

 

[pinnit2014]

I actually think thats a half decent bonus-system.
Best is of course where you are not tied to the bonus at all until you reach bonus money.
Some sites you are locked with the bonus from the moment you accept it until wagering is done.

Same as energy casino I think? I like their bonus system as it allows you to bet a bit bigger from the off with a bigger wallet balance. Even if you won 2k and didn’t fancy the wager you could take the 1k and bolt (I always stay TIL the end)

Mind you, as much use as a chocolate fireguard when their 20 quid SOWs etc come calling.

 

[cappync]

Some sites you are locked with the bonus from the moment you accept it until wagering is done.

Or in some cases after wagering is done and a withdrawal is processed

 

[Jono777]

I actually think thats a half decent bonus-system.
Best is of course where you are not tied to the bonus at all until you reach bonus money.
Some sites you are locked with the bonus from the moment you accept it until wagering is done.

wagering is mental at casumo, 30x D+B

since they decided to re-target us in the UK had a 100% offer every week

Back in the day, I'd wet myself at these offers and dive right in after work, nowadays skint or not, wouldn't touch them.

 

[Kroffe]

wagering is mental at casumo, 30x D+B

since they decided to re-target us in the UK had a 100% offer every week

Back in the day, I'd wet myself at these offers and dive right in after work, nowadays skint or not, wouldn't touch them.

Ouch, thats really bad.
The only bonuses i always used was the one i got offered by betsson/betsafe/nordicbet.
They gave out 100% bonuses with 25x wager every now and then back when i still could get them (rip bonuses)
They were often capped at €30 or €50 but there was no max cashout or anything, so perfect for a lowroller like me.

Even at 25x its not like its free money, most of the bonuses i took i failed, but still enjoyed the boost to my playtime. 60x like casumo runs is damn near impossible.

 

[Luckyscouser45]

To be fair my phone IP is nuts and sometimes my Phone google location says I’m in Wallasey even though I don’t venture to the dark side

 

[JordanR]

So a couple of things I would say:

1. You're getting feedback and answers on what's happening from Customer Service, not the person making the decision - anything they say around VPN/IP is probably quite simplified compared to why the decision has actually been made.
2. It is a known strategy for bonus abusers/syndicates to use mobile data, dongles etc. to try and create multiple accounts and run through their bonuses time and time again.

It seems that you are either on the same mobile network as a known bonus abuser and are unlucky enough to have matched on a few other criteria which has got your account linked in with them, or you are one and are trying to claw back money through public pressure on twitter/casinomeister.

I'm not going to pass judgment off of one post, but if they're convinced that they've caught you out and eCogra have sided with them then it doesn't really look great for you. Casumo are supposedly pretty hot on digital fingerprinting so unlikely to get anything out of this if you have setup multiple accounts. You're obviously frustrated that you're not getting anywhere with the IP complaint, but I'd be hugely surprised if this is the only piece of information which the case rests on.

 

[The Viking]

Hi could you explain why a pab could be worse ty.

Not saying PAB is worse
Saying if you start to threatining them in here then that might harm the PAB process

 

[LoopsterAU]

What you are referring to about shared IP's is common on almost every single mobile carrier and called CGNAT.

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Perhaps give them that link so they can understand a little more since they have 0 technical knowledge.

in a nutshell all mobile services get an ip address in the internal range 10.0.x.x and all route out through a common WAN IP address which is what the casino sees.

 

[Slottery]

So a couple of things I would say:

1. You're getting feedback and answers on what's happening from Customer Service, not the person making the decision - anything they say around VPN/IP is probably quite simplified compared to why the decision has actually been made.
2. It is a known strategy for bonus abusers/syndicates to use mobile data, dongles etc. to try and create multiple accounts and run through their bonuses time and time again.

It seems that you are either on the same mobile network as a known bonus abuser and are unlucky enough to have matched on a few other criteria which has got your account linked in with them, or you are one and are trying to claw back money through public pressure on twitter/casinomeister.

I'm not going to pass judgment off of one post, but if they're convinced that they've caught you out and eCogra have sided with them then it doesn't really look great for you. Casumo are supposedly pretty hot on digital fingerprinting so unlikely to get anything out of this if you have setup multiple accounts. You're obviously frustrated that you're not getting anywhere with the IP complaint, but I'd be hugely surprised if this is the only piece of information which the case rests on.

Pretty much what thought as well, quite sure they have some more specific reasoning and investigation done if they are so sure to confiscate winnings and eCogra agrees them, but impossible to know what exactly are their findings, it's for sure that they don't give player exact detailed information as they don't want anything to spread public that these people who are abusers would get more info and get around one checkmark again.

It's impossible for us to know what have happened, in it's worse, (ike said above) you have been really unlucky with some connected accounts (many other factors than ip-address are checked, there are quite many programs to look digital footprints and connections). You could also file PAB here in CM (which then mean that you can't write anything about this issue before it's completed) and be quite sure that Max and PAB team use fair judgement has casino done right or wrong. Trying to use social media and forums to make them change their decision by threatening them is strategy which most surely don't work, internet is full of such stories and people who are interested enough of gambling to read them, usually don't fully buy one sided story without all details.

I would ask if PAB team would take this and review it with casino and wait that time. Then you get Yes or No but at least most of us here do trust that it's fair outcome.

 

[Guntis]

Online casinos use different fraud detection tools and methods including the use of custom build software in order to analyse their customers. I know, Casumo was bombarded by abusers in past, and maybe is still now.

Below is a set of parameters that casinos use in order to detect a sign of fraud (here are listed only some, but there are around 500 of them according to Seon.io)

• Cookie hash
• Browser hash
• Unique device hash/identifier
• The timezone of browser and IP
• Operating system detection
• UserAgent information
• Private browsing detection
• An operating system, browser languages
• The screen size of device, browser, windows
• Installed fonts and generated hash
• Installed plugins and generated hash
• Battery level
• GPU information
• Cursor, the scrolling behaviour
• Browser features: flash, java etc.
• Canvas device fingerprint
• Audio fingerprint
• WebRTC IPs
• DNS: Geo + ISP
• TCP/IP Fingerprint
• Passive SSL/TLS handshake analysis

With the iOS SDK:

• Unique device hash/identifier
• Accessories information
• Audio information
• Battery information
• CPU information
• Advertising Identifier (ADID)
• Device name
• Device orientation
• Unique Device Identifier (UDID)
• iCloud ubiquity token
• iOS version data
• Jailbreak status
• Emulator detection
• Kernel information
• Boot information
• Network configuration
• Pasteboard data
• Memory information
• Proximity sensor data
• Local language
• Local timezone
• Screen brightness
• Screen resolution
• System uptime
• Storage information
• MAC address
• Wifi SSID
• TCP/IP Fingerprint
• Passive SSL/TLS handshake analysis

With the Android SDK:

• Unique device hash/identifier
• Android ID
• Android version data
• Audio information
• Battery information
• Build information
• Carrier information
• CPU information
• Device name
• Storage information
• Emulator detection
• Root status
• Kernel information
• Boot information
• Network configuration
• Pasteboard data
• Memory information
• Proximity sensor data
• Local language
• Local timezone
• Screen brightness
• Screen resolution
• System uptime
• MAC address
• Wifi SSID
• TCP/IP Fingerprint
• Passive SSL/TLS handshake analysis

The following is only a tip of the iceberg, but some might find it interesting to read:

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There is also a nice bit of info in PDF eBooks at

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