Casinos

Casinos By Status

Popular Filters

By Banking Options

Games

All Games

Bonuses

Popular Bonus Filters

Forums

Popular Forums

Forum User Features

Complaints

Submit A Complaint (PAB)

PAB Rules and Guidelines

Browse PABs

Gambling News

Popular News Sections

About Us

About Us

external image

Casumo-Louis answers

Click here to read our Casumo review
Casumo is reviewed and rated at Casinomeister:
colinsunderland said:
can a mod change the title to 'Casumo-Louis goes missing' please
Click to expand...
Louis works some funny shifts so he might not be at work now. Also, he is actually a pretty good rep, and I believe a decent person too, but I have a feeling he won't be allowed to answer too much on the thread, rather than not wanting to. Hopefully I'm wrong, but we'll see.
 
goatwack said:
Louis works some funny shifts so he might not be at work now. Also, he is actually a pretty good rep, and I believe a decent person too, but I have a feeling he won't be allowed to answer too much on the thread, rather than not wanting to. Hopefully I'm wrong, but we'll see.
Click to expand...
that was before he was on last night and again this morning without making a single comment in a thread he started :)
 
I really do question the integrity of posting an OP inviting discussion at a point where you have not got the time to respond to expected answers when your a Rep?
It is just setting yourself up considering the negativity towards the site you are representing. It almost feels like a form of suicide.
 
Davey86 said:
Here lies the problem this is the second ‘thread’ regarding casumo? Is a staff member going to look long and hard and think wait a minute somethings is seriously wrong here or are they just going let another thread morph you into something non-specific that’s hasn’t really accomplished anything?
Click to expand...
Agreed. That is what it is looking suspiciously like, #60 posts in.

goatwack said:
I wouldn't be holding my breath over that one either. I'd imagine questions like that will be marked under the 'Cannot comment on individual cases' bracket
Click to expand...

The questions were:

1. The GDPR issue. No you cannot request third party info without consent.

2. No you cannot keep player funds indefinitely, certainly not according to the UKGC handbook quoted twice in the thread.

I would have thought that neither of those qualify as "individual cases" but are the cornerstone of why so many people believe Casumo are acting outside legal remits.

However, it does appear as if Casumo is - at best, unwilling, at worst, incapable - of providing any information from the GDPR, the UKGC or any other source to support their actions in both cases.
 
Good luck with your thread Louis.

We choose to loose our money at different casinos for different reasons. A 10 minutes search online on any casino will give you a very accurate idea of what to expect from the company. Casumo is the casino that would scare me the most if I ever decides to play there. I know you guys are very well informed of everything related to terms, payments,laws related to gambling etc.. asking a customer for a payslip or a bank statement is something I can understand. The special casumo sow after a big win? Wow! Sorry for being a little harsh but in my opinion its abusive and disgustiing. A dream come true becoming the most stressfull nightmare you ever had. Imagine any other company apart from online gambling doing this to their customers? They would go bankrupt and the owners would dissapear.
I got screwed many times while gambling online. In many differents ways. Some terms and conditions are designed to trick you. It’s usually easy to avoid if you read them. Some casinos that score very well on review sites will stall a payment for 3 months giving you lies, after lies. But it still possible to realize it of you dig a little bit on a couple of complaints section. A casino that scores very well and have 38 pending complaints for payment stalling and account closure from non bonus play, is something thepogg would have to explain to me because I would give them a nice zero.
Whats happens when you play at a casino like casumo since many years and you finally hit something huge? I thought it was cigar time.
I would feel the exact same way of bet365 did that to me. Playing there for 10 years,finally hit something worth a new house and they bend me over with the most impossible evil sow ever.. I would never gamble again.Sorry for the long post but this subject hurts my feelings.
I would like to hear and see the meeting between the guys that decided to implement such a digracefull practice. Humans :)
 
I fully understand it's been less than 48 hrs since the thread began and it's entirely plausible the rep needs absorb the input and Qs, fully assimilate them , research/liase and provide adequate answers.

But I DO hope we receive some answers to some pointed Qs, here, and from other threads.
 
Someone with payment issues just flag them to named contacts at the UKGC, I posted their management structure earlier on in the thread. 38 pending complaints? That means there are likely 10x plus with similar issues.

UKGC will be well aware of them, it’s not like they don’t have form already (£6million historic fine).
 
SpinUk said:
Someone with payment issues just flag them to named contacts at the UKGC, I posted their management structure earlier on in the thread. 38 pending complaints? That means there are likely 10x plus with similar issues.

UKGC will be well aware of them, it’s not like they don’t have form already (£6million historic fine).
Click to expand...

Woooo! Calm down. This number is not real . And I was referring to genesis anyway.
 
Hey guys,

I'm super sorry for being so slow to give a response here.

My eagerness to provide support and replies to your questions made me create this thread.
But as the questions posted in this thread are very similar or identical to the ones posted in the other thread, we will "close" this one down and provide a reply in the other thread instead. My sincere apologies for the inconvenience.

Kind regards,
Louis
 
L&L-Jan said:
Like a company as Casumo tracks that mate. Sorry, but no! They only track success, of customers actually providing the requested documents upon hitting a threshold.

The majority of the customers bounce, either due to the fact they wont want to provide such docs because its pretty private. The remaining customers who don't provide are the part holding dodgy money that these days cant be spend in casino's any more.

You view it as taking money? I don't.

How different casinos among eachother deal with it in different ways is due to various reasons: risk appetite of the casino for example. It is not up to the customer, it is not written in the law, it is the casinos decision to decide upon what moment additional information is required. IF that process is not executed accordingly, the UKGC/MGA/SGA will tell you and you can adjust.

So your comment is pretty lame and short sighted.
Click to expand...

So... my dear Jan,... your view of those who are failing such 'impossible' SoW's are either 1) a very privat person - 2) playing with dodgy money?

Let me tell you what is lame and short sighted, Jan...

I was a former VIP at Casumo for 3+ years. They knew me very well.
Casumo's "problem" after 3 years of me depositing kinda big money, was not "dodgy money" you are refering too, but the matter if I could afford to gamble on those stakes I did. So they sent me a SOW (my FIRST real SoW after depositing €700.000).
At this point I trusted Casumo like my own bank so I had no problems doing a SoW (I though). The problem is that the SoW progressed, and progressed and progrossed... until it became impossible.

I sent them all my documents (10+), but they noticed on one of my bank statements there was some transaction from various 3. parties. A total of 6 of them. Casumo demanded a copy of their ID's + a signed statement from each and everyone that explained where the money was coming from. One of them was a COMPANY.
That was impossible for me to provide. I even asked one of them that had sent me money, but he just looked funny at me.
Even YOU, Jan - would have problems if you where faced with such SoW.

I said to Casumo; Sorry, it is impossible for me to provide you with 3. parties ID's and signed statements. I really need my money out. Which they responded: "Sorry, we need those documents to handle your withdrawals. That is the only way. You have 30 days to get them".
I asked them around 10 times, but got the same answer.

I tilted the money in my account away... and my VIP manager even had the balls to send me a personal deposit bonus to deposits shortly after! She knew very well what was going on.

Do you see, Jan?
Casumo was "afraid" I could not afford to lose such money, so they locked my account for withdrawals so I could not cash out my money. Where is the logic in that?
And they wanted me to deposit even more money after I had lost my balance, by sending me a personal bonus. Even tho they saw me as a "problem gambler" (which I got to know after doing a GDPR-request of all my data.

Like it has been said in this thread... there must be hundreds of players with SoW-problems.
So yeah, my lame and short shighted question to Casumo is still: "How much fucking money do you make on doing these SoW's?"

My "lame and short sighted" questions is also to try to warn others, that Casumo will f* you over sooner or later if you just play there long enough.

I made a own thread about my case, and tried to have Casumo Louis to answer some of my questions. Not account spesific questions, but general questions about their t&c. But he dodged every question like a hero.... I asked Casumo a bunch of general questions directly, but got no answers their either.
So, sorry - I really have a hard time taking this thread that Louis created serious.

Casumo is a rough and predatarion Casumo, Jan. No doubt.
I hope you don't get any new business ideas now, Jan.
 
CasumoLouis said:
Hey guys,

I'm super sorry for being so slow to give a response here.

My eagerness to provide support and replies to your questions made me create this thread.
But as the questions posted in this thread are very similar or identical to the ones posted in the other thread, we will "close" this one down and provide a reply in the other thread instead. My sincere apologies for the inconvenience.

Kind regards,
Louis
Click to expand...
It is starting to be a comedy with Casumo on these forums.

You can start by answering all my questions here: Are you a Highroller? BEWARE of CASUMO

Thanks!
 
What a waste of time.

Ignore questions in the original thread -> create a new one.
Ignore questions in the new thread -> revert back to the original thread.
Ignore question in the now new (was original) thread?

I know people get bored with the restrictions in their life during these times, but I'm not that amused by this Casumo square dancing routine.
 
ternur said:
What a waste of time.

Ignore questions in the original thread -> create a new one.
Ignore questions in the new thread -> revert back to the original thread.
Ignore question in the now new (was original) thread?

I know people get bored with the restrictions in their life during these times, but I'm not that amused by this Casumo square dancing routine.
Click to expand...
Actually... this thread is not a waste of time. It actually shed more light on the practices and all the problems at Casumo.
Louis maybe saved 10+ new players with this Q&A-thread, to have their funds held as ransom by Casumo.
 
so despite creating a question and answer thread, knowing full well what most the questions would be about, you won't answer a single one? Seriously? What a complete waste of everyones time. You started this thread as the other one was dealing with account specific questions, there are dozens of questions in this one that aren't, yet your response is go back to the other one, and say you can't answer the questions?
How you stay accredited is beyond me.
 
Lobo said:
Actually... this thread is not a waste of time. It actually shed more light on the practices and all the problems at Casumo.
Louis maybe saved 10+ new players with this Q&A-thread, to have their funds held as ransom by Casumo.
Click to expand...
More of a Q thread, technically :D
 
Casinomeister said:
You do know that the rep doesn't own the casino and is merely the rep. I wouldn't be ragging on him that much as some of you doing, so try to be cool, ok? Thanks!
Click to expand...
I know that CasumoLouis is a great guy, that only wants the best for Casumo's players. He is very service minded, and has helped me out bunch over the past years. A really great guy, no doubt.
But... he might as well be the assistant and messenger of the Corona Virus. He is still a great guy, but still works with some shady shit he has no control over. Of course it will, in one shape or form, reflect back on him.
 
Casinomeister said:
You do know that the rep doesn't own the casino and is merely the rep. I wouldn't be ragging on him that much as some of you doing, so try to be cool, ok? Thanks!
Click to expand...

Of course that's true. Nothing against the rep, but Casumo are doing something that clearly upsets players and we are not getting answers. Even when the rep created a thread to answer these?

Maybe Casumo should just say they don't want to shed any light on the concerns voiced in these threads? If that's the case, so be it.

IMO Casumo should have been more transparent. They could have achieved this by answering questions in a general level.
 
Casinomeister said:
You do know that the rep doesn't own the casino and is merely the rep. I wouldn't be ragging on him that much as some of you doing, so try to be cool, ok? Thanks!
Click to expand...

But he started this thread, following on from a thread where people were asking questions about Casumo's SoW process. 4 pages of questions later, mainly on SoW topics, he decides he isn't going to answer any. I'm sorry but why bother starting the thread and wasting people's time asking questions?
 
The unwary are still going to get trapped, we're playing a game of hide and seek here, company policy looks to be to shakedown some players at withdrawal stage of biggish wins, with highly intrusive and unrealistic CDD going back years or involving requests for 3rd party financial information. [On the surface, appearing to refuse to follow the ukgc rules on the CDD issue through to their conclusion.]

We could all be wrong and casumo/louis right but there needs to be a coherent answer, we can then take that up with the ukgc if it is their policy casumo are following. [the MGA side maybe different]

As things stand it makes 3rd party requests a risk even if you win a comp in the remarkable community thread and head to casumo, win big and they may decide it's time for their CDD merry-go-round, other members might be required to send you their bank statements and explain their income in detail :confused: and if not forthcoming you will have to forfeit the winnings...

Edit: just seen louis's new non reply update in the other thread, oh dear :rolleyes:
 
Last edited:
Lobo said:
So... my dear Jan,... your view of those who are failing such 'impossible' SoW's are either 1) a very privat person - 2) playing with dodgy money?

Let me tell you what is lame and short sighted, Jan...

I was a former VIP at Casumo for 3+ years. They knew me very well.
Casumo's "problem" after 3 years of me depositing kinda big money, was not "dodgy money" you are refering too, but the matter if I could afford to gamble on those stakes I did. So they sent me a SOW (my FIRST real SoW after depositing €700.000).
At this point I trusted Casumo like my own bank so I had no problems doing a SoW (I though). The problem is that the SoW progressed, and progressed and progrossed... until it became impossible.

I sent them all my documents (10+), but they noticed on one of my bank statements there was some transaction from various 3. parties. A total of 6 of them. Casumo demanded a copy of their ID's + a signed statement from each and everyone that explained where the money was coming from. One of them was a COMPANY.
That was impossible for me to provide. I even asked one of them that had sent me money, but he just looked funny at me.
Even YOU, Jan - would have problems if you where faced with such SoW.

I said to Casumo; Sorry, it is impossible for me to provide you with 3. parties ID's and signed statements. I really need my money out. Which they responded: "Sorry, we need those documents to handle your withdrawals. That is the only way. You have 30 days to get them".
I asked them around 10 times, but got the same answer.

I tilted the money in my account away... and my VIP manager even had the balls to send me a personal deposit bonus to deposits shortly after! She knew very well what was going on.

Do you see, Jan?
Casumo was "afraid" I could not afford to lose such money, so they locked my account for withdrawals so I could not cash out my money. Where is the logic in that?
And they wanted me to deposit even more money after I had lost my balance, by sending me a personal bonus. Even tho they saw me as a "problem gambler" (which I got to know after doing a GDPR-request of all my data.

Like it has been said in this thread... there must be hundreds of players with SoW-problems.
So yeah, my lame and short shighted question to Casumo is still: "How much fucking money do you make on doing these SoW's?"

My "lame and short sighted" questions is also to try to warn others, that Casumo will f* you over sooner or later if you just play there long enough.

I made a own thread about my case, and tried to have Casumo Louis to answer some of my questions. Not account spesific questions, but general questions about their t&c. But he dodged every question like a hero.... I asked Casumo a bunch of general questions directly, but got no answers their either.
So, sorry - I really have a hard time taking this thread that Louis created serious.

Casumo is a rough and predatarion Casumo, Jan. No doubt.
I hope you don't get any new business ideas now, Jan.
Click to expand...

Sorry mate, gambling atm which means im too busy to read this. Can one give me a summary :)
 
Good one :)

Ok, I think Ill answer his post privately, but tomorrow as now relax mode is on.

All I can say, is that we DO the same. We DO ask for 3rd party docs. When?

That's simple, sometimes you see a transfer from a 3rd party to the bank statement. That transfer you can link to an account holder in your casino. So why are two customer sending each other money? In that case you need to know a bit more yes. It is rare, but not uncommon.

Again, the casino has the obligations to make sure no dirty money is spend in the casino. Therefore weird requests might arrive during your SOW process.

To be fair, we wouldnt ask that if we do SOW today, but the transactions are from years ago. In that case you focus on the current situation.

A casino needs to make sure that money spend is clean, hence sometimes the number of documents request. On the opposite as an operator you can simply terminate the relationship if you even assume the spend in the casino is not 100% clean.

That said, you could acctually praise Casumo for doing to best in order to fully verify the account from a SOW point of view. The story / situation goes both ways.

Kr. Jan
 
L&L-Jan said:
Good one :)

Ok, I think Ill answer his post privately, but tomorrow as now relax mode is on.

All I can say, is that we DO the same. We DO ask for 3rd party docs. When?

That's simple, sometimes you see a transfer from a 3rd party to the bank statement. That transfer you can link to an account holder in your casino. So why are two customer sending each other money? In that case you need to know a bit more yes. It is rare, but not uncommon.

Again, the casino has the obligations to make sure no dirty money is spend in the casino. Therefore weird requests might arrive during your SOW process.

To be fair, we wouldnt ask that if we do SOW today, but the transactions are from years ago. In that case you focus on the current situation.

A casino needs to make sure that money spend is clean, hence sometimes the number of documents request. On the opposite as an operator you can simply terminate the relationship if you even assume the spend in the casino is not 100% clean.

That said, you could acctually praise Casumo for doing to best in order to fully verify the account from a SOW point of view. The story / situation goes both ways.

Kr. Jan
Click to expand...

How can you link a name to someone who holds an account at your casino?
Which section of the GDPR do you rely on to process personal data from a third party who you have no consent from?
What happens when the third party refuses to give the customer his bank statements?

just for the record, I think the main thing people have an issue with here, is the fact that Casumo will continue accepting deposits while refusing to payout any winnings, something you don't do. In the case of you requesting third party documents the customer can just walk away having lost nothing, unlike casumo who could be holding substantial sums to ransom.
 
Isn't the crux of the issue whether a casino's rules override legal ones, in a nutshell.

Casinos can ask for things until the cows come home, but not if it conflicts with law!

Certainly not a valid reason to hold withdrawals hostage either
 
Lobo said:
Wow, I am closing my account with your casino now.
Just wow.
Click to expand...

It was a joke mate, like satire, hence the follow up post. I will get back to you accordingly. As a member you should know I joke a lot, but I'm also serious regarding issues. The majority here can confirm.

Guys, I also cant answer questions related to your experience at a different casino. Please understand that I can only share principles / processes that occur. Please keep that in mind.
 
L&L-Jan said:
All I can say, is that we DO the same. We DO ask for 3rd party docs. When?

That's simple, sometimes you see a transfer from a 3rd party to the bank statement. That transfer you can link to an account holder in your casino. So why are two customer sending each other money? In that case you need to know a bit more yes. It is rare, but not uncommon.
Click to expand...

That is a little bit strange thing for a casino to do I think.
What you are saying is if I and my friend are both customers of your casino, you go through my bank statement and see my friend name there and ask me to bring my friend's bank statement?
Since my friend is a customer at your casino too, isn't it much better that the casino ask my friend to submit his bank statement if the casino is wondering why two people are transferring money to each other sometimes?

L&L-Jan said:
Again, the casino has the obligations to make sure no dirty money is spend in the casino. Therefore weird requests might arrive during your SOW process.
Click to expand...

Weird requests are fine, but don't you think the request should be reasonable?
I mean if you are asking people to bring documents, you guys should have some kind of guide line about how to get those documents?
You ask a player 3rd party document, the player asks 3rd party, and the 3rd party says "No, absolutely not. There is no way I'm giving my personal documents to you to submit on an online casino.". On the situation like this do you have any suggestion how the player can obtain 3rd party document?
 
Last edited:
Great post and wording @sueyh !
Would be great to get an answer from @CasumoLouis on that... maybe, baby? Even tho he has been asked that question well over 10 times already the past months.
@L&L-Jan decided to defend Casumo for what it is worth in this thread, so he should at least have a good answer to that.

I asked Casumo the same when I had my SoW. I did not get any reply or tips what so ever.

This thread is all about getting answers, right?

My take on this:
The casinoes (Casumo (it seems L&L casinoes too)) know it is close to impossible to get such privat information from 3. parties that has no relation to the casino, and I guess that is the whole point. The casino see it as a opportunity to have the players funds stay within the casino and most likely to be gambled away by the player.
That's why you allways are smacked with a SoW when you do a withdrawal. Do they see any "suspicious" activity on your bank statements... f.ex your uncle has transfered you €500 as a birthday gift, or you have sold something, you are more or less doomed with casinoes like Casumo (and probably L&L).

----

Edit: please take a look at the comments here... well over 50% are about SoW's:
You do not have permission to view link Log in or register now.
- this is probably just scratching the surface.

"[...] but they then asked for my daughter birth certificate... "

Do you guys starting to see a pattern? :rolleyes: :xxx:
 
Last edited:
Supababe said:
Well I have a very tricky question.....
Don’t you get any sort of teeny tiny reward when you hit level 50?
I appreciate that random levels like 47 give you zilch but I had high hopes for level 50....
Click to expand...

If what Andrei Pasa says over on Trust Pilot (18/1/20) is actually correct, then you really have a treat in store for you...

After reaching level 60 which is an unbelievable task, they lied about a big reward I will receive by continuing to play and gather crystals. It was 5 spins on Gonzo's Quest ! What a joke !!!
 
Click here to read our Casumo review
Casumo is reviewed and rated at Casinomeister:

Similar threads

D
Casumo casino - blocked from doing anything
Replies
6
Views
250
PMKFRUITPRO
PMKFRUITPRO
U
Banned from Bet MGM, not sure if they will take my money.
Replies
14
Views
508
teckiwi
T
G
BOVADA – Warning: $168k VIP Account Locked Over 1 Month
Replies
5
Views
335
WindyCityNeil
W
Nate
  • Sticky
Must Read Black Hole Casinos: The New Face of Online Gambling Scams
Replies
29
Views
3K
Valhalla
Valhalla
M
Deceit by Ladbrokes? - Questions About Tourney Leaderboards!
Replies
26
Views
1K
lukey141
L

Users who are viewing this thread

Total: 1 (members: 0, guests: 1)

Accredited Casinos

Read about our rating system and how it's done.
Back
Top