Casumo refuses to pay +5800€

CasinoNipa

Newbie member
PABnoaccred
Joined
Mar 12, 2020
Location
Finland
I played at Casumo in 12.2.2020 and won 5828,75€ after wagering. I provided all the required documents and they got approved at the end off the month. It has been 1.5 weeks after the withdraw and none of the winning has been payed yet. I asked about this and got an email saying they declined the pay out and have closed my account due breaking the rules:

(3.2.1 & 3.2.2)., Only one Account for each household, IP address and computer device is allowed. If two or more users share the same household, IP address and computer device, Casumo must be informed by the respective Accounts’ holders.

I have only 1 computer that I have been playing and used my IP. I have checked the withdraw status with my phone but have not played. I am 100% sure there is only 1 account in Casumo under my name and household and I am sure I have not broken the rules.
This case seems extrajudicial decision by Casumo and they just refuse to pay. I asked for proof but they said they wont provide me any proof that I have broken the terms and rules. I have filed a complain to MGA and through Askgamblers+CasinoMeister.

Any thoughts and tips for me? Any change to get Casumo to send proofs or/and pay me my winnings in the end? Any similar cases or problems with Casumo?
 

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Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
I would recommend opening a ticket here and submit your complaint via PAB. Since you've already submitted a complaint at AG and via the MGA, it will be up to Max whether to accept this or not since other folks are working on this matter simultaneously.
 

CasinoNipa

Newbie member
PABnoaccred
Joined
Mar 12, 2020
Location
Finland
I would recommend opening a ticket here and submit your complaint via PAB. Since you've already submitted a complaint at AG and via the MGA, it will be up to Max whether to accept this or not since other folks are working on this matter simultaneously.
Yeah Max just replied to me that we will continue this via PAB
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Ah, just noticed you have already submitted your case elsewhere. One of the items in the PAB rules is this:
2.3 - DON'T sabotage your complaint.

Posting on the forums or submitting your issue at other 3rd party sites while we're working on it undermines our efforts. If we find out you've done so your complaint will likely be canceled. You'll be free to discuss your complaint wherever you like once we've completed our work and given our decision.

In other words I normally would not accept your PAB since it is already in progress at AG and the MGA.
The most important thing here is the MGA since it is almost certainly the MGA license that is directly applicable to your case.

At this point I'd have to say there is little point in me pursuing your case at this time because whatever is happening or does happen at the MGA will supersede and/or over-ride whatever I do.

My suggestion would be to wait for a reply from the MGA and then get back in touch with me. We'll assess the situation then and see if anything further can be done.

-Max
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
3.2.1 & 3.2.2)., Only one Account for each household, IP address and computer device is allowed. If two or more users share the same household, IP address and computer device, Casumo must be informed by the respective Accounts’ holders.

I would not interpret this to mean an account could not use more than one device. If your mate lived elsewhere and had his own account, he could not use your computer to play on his account and vice versa
 

Reelsoffun

When it comes to gambling, timing is everything.
Joined
Feb 24, 2018
Location
UK
This is getting a tad ridiculous tho isn't it ? So if my mate comes from 100 miles away chooses to stay the night and he decides to have a casino session on my PC with his account he would lose any winnings ??? Would they void losses too??

Seriously this is just getting out of hand the amount of rules casinos are trying to impose in "unfair" terms and conditions, and quite frankly i'm not even sure that would stand up in UK court. Just because the casino has terms, it can still be over ridden by the law of the land if those terms are considered unfair etc

Sounds yet another term for the casinos to have to get out of paying lucky players.
 

toph11

Experienced Member
Joined
Mar 6, 2016
Location
Canada
i'll stick to jackpotcity casino and villento casino
the pay-outs are slow but they would never screw me over
also i have never sent documents to villento but i have always had cash-outs without any delays
:what: come to think of it, my mom has never sent documents to golden tiger casino and she had no problem getting cash-outs
 

Raman2202

Newbie member
PABnononaccred
Joined
Aug 7, 2020
Location
London
Not gonna lie my experience with Casumo was great. Deposited £50 won a bunch on monopoly then played out the wagering requirements on king kong and got winnings of £2600. Think the payout took like 3 days with verificaiton as i used paypal. Maybe some of these "fake reviews" aren't fake and you just gotta be the right guy in the right place in the right time. For example betvictor always seems to get good reviews and I had a nightmare with them.
 

Najasaki

Keep It Simple, Stupid.
PABaccred
Joined
Aug 24, 2010
Location
Your Happy Place
Not gonna lie my experience with Casumo was great. Deposited £50 won a bunch on monopoly then played out the wagering requirements on king kong and got winnings of £2600. Think the payout took like 3 days with verificaiton as i used paypal. Maybe some of these "fake reviews" aren't fake and you just gotta be the right guy in the right place in the right time. For example betvictor always seems to get good reviews and I had a nightmare with them.


Absolutely NOT saying Casumo does this at all, but I remember way back in the days at certain casinos that I played at, when my account was in the positive as far as winnings went, withdraw times got slower and slower and restrictions started popping up like wild mushrooms in the forest.

The more I won, the less bonuses I received and the more pain it was to get winnings out of the casino.
 

Raman2202

Newbie member
PABnononaccred
Joined
Aug 7, 2020
Location
London
Absolutely NOT saying Casumo does this at all, but I remember way back in the days at certain casinos that I played at, when my account was in the positive as far as winnings went, withdraw times got slower and slower and restrictions started popping up like wild mushrooms in the forest.

The more I won, the less bonuses I received and the more pain it was to get winnings out of the casino.
I think with some casinos the first withdrawal is the easiest and is it creates trust then suddenly it becomes an issue if you keep beating the house as it were. There was a period last winter(thank God im not as bad as i used to be) where I would gamble at various different online casinos, my net deposit record at williamhill, grosvenor and ladbrokes was horrific but I remember I used to regularly get good wins at 32red, betvictor and leovegas. At one point my net deposit on 32red was wins of 12 grand and to be fair to them they were pretty good with the withdrawals. Both betvictor and leovegas banned my accounts claiming i had gambling problems, which was true but I was up a few grand on both their sites and as i wasn't on any of their sister casinos they may have seen me as a threat, which believe me I am not. Betvictor held up a withdrawal of £1700 for 3 weeks based on all my horses winning in an accumulator which they believed looked suspicous due to betting patterns. I then deposited £100 which i lost on monopoly and was told my account was banned as they believed me to have a gambling problem. Similar story with LeoVegas they were paying out fine then I lost £300 in deposits over a few days and they decided to suspend my account "in my best interests"

Funny how the ones I lost at never did anything of the sort.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Not gonna lie my experience with Casumo was great. Deposited £50 won a bunch on monopoly then played out the wagering requirements on king kong and got winnings of £2600. Think the payout took like 3 days with verificaiton as i used paypal. Maybe some of these "fake reviews" aren't fake and you just gotta be the right guy in the right place in the right time. For example betvictor always seems to get good reviews and I had a nightmare with them.

You were lucky.
Theres a massive thread on here about Casumo, with multiple members having multiple complaints, and its the same on most other forums. Some people complaining have been here years, even a mod had serious problems with them, and they were removed from being accredited over it, theres no way all those people are fake.
 

Raman2202

Newbie member
PABnononaccred
Joined
Aug 7, 2020
Location
London
You were lucky.
Theres a massive thread on here about Casumo, with multiple members having multiple complaints, and its the same on most other forums. Some people complaining have been here years, even a mod had serious problems with them, and they were removed from being accredited over it, theres no way all those people are fake.
I don't doubt i was lucky. At the end of the day I was lucky enough to get a big win on monopoly live which meant I could do £5 bets on king kong, think i was down to £300 before i got a huge win on a bonus but even betting £5 it still took FOREVER to get to the wagering requirements for an £100 deposit and when I read the reviews I was convinced they would find some reason not to pay me. Was asked for verification, sent it, 24 hours later withdrawal accepted. Deposited £100 more lost then decided to get out. Other than Genesis and Dr Slot and some random spins site(forget the name) I never felt genuniely scammed by a casino in terms of not getting a withdrawal so maybe i just got lucky. As I said before even dodgy casinos have to pay out sometimes. Plus I made sure I screenshotted every single bet in case they said I abused the bonus.

Worst scam I got was Genesis charging commision for changing the withdrawal method which they changed themselves!
 
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