Casumo Source of Wealth issues

[pinnit2014]

Normally i take TP reviews with a pinch of salt but in terms of Casumo they have a common theme running through them. It is almost like they're trying to drive players away. Or hope that they can keep a proportion of winnings for those who don't want to give them their family tree.

They're not the only casino that seem to be playing fast and loose with all this but certainly seem to be doing it as a matter of policy, not exception.

 

[colinsunderland]

I said months ago on here not to play there as theres something not right at the moment.
Also remember, they lost their accredited status a few years ago for advertising failings, allowing affiliates to spam people, lie to people, make up false 'news' articles that type of thing.
Not that long ago I caught them allowing (or not stopping) Chipmonkz streamer to advertise them using his daughter who was under the legal age to advertise gambling products, something he and they denied. I sent this screenshot to the ASA and suddenly the video was removed and they closed the whole UK affiliate program to new customers. Clearly hadn't changed that much to allow more failings.

Obviously the big casumo banner and the girl (his daughter, Chloe) was a figment of my imagination....

Seriously stay away from Casumo unless you want major problems getting paid. There are plenty of other casinos out there who don't do this shady shit, Novibet, White Hat Gaming both have the highest RTP games available, and Novibet payout much quicker than Casumo. Or play at the UK bookies, if you can. They actually understand how SoW/AML rules work and the chance of you getting hit with one is close to zero (depending on how you play, deposit sizes etc)

 

[Mr_Slot5]

I still believe that the fairest way for everyone going forward is to have these checks triggered straight after deposit. No gameplay allowed and no site functionality other than to provide the required documentation.

This would cut out a lot of the ill feeling surrounding the process.

If the player then doesn't want to comply the casino can either close the account and refund the deposit or report the player.

Simple.

 

[colinsunderland]

I still believe that the fairest way for everyone going forward is to have these checks triggered straight after deposit. No gameplay allowed and no site functionality other than to provide the required documentation.

This would cut out a lot of the ill feeling surrounding the process.

If the player then doesn't want to comply the casino can either close the account and refund the deposit or report the player.

Simple.

You can't have a 'one size fits all' approach. RG is more relaxed than AML, but AML checks are supposed to be on a risk basis, and each individual customer has to be risk assessed.

You can't do it on deposit as you can't see the play style. If a player deposits £20 a month and plays Bonanza, and loses every month, then the chance of him being involved in criminal activity has to be low from a casino POV. He might be, but there shouldn't be any trigger in that type of gameplay, as even someone on benefits can probably afford £5 a week.
Or someone could deposit £1000, again, that shouldn't trigger an AML check. Plenty of people have £1000 in the bank that is legitimate. But if he put £480 on black, £480 on red £40 on zero, then withdrew the winnings, that would be a risk trigger. That could only be done on withdrawal.

Even doing it on a deposit is wrong, as if you instantly freeze the account, then players will complain they shouldn't have been allowed to deposit.

If a casino need to do these checks, then the account should be froze at a point when no money is at risk, unless its an AML concern and there is legitimate reasons to hold the money. RG checks can be done at any point of the customer journey.

 

[EkJR]

Some rogue casinos do better than Casumo.
Strong rumours they are leaving the UK too, good riddance if they are.

MASSIVE rumours....

 

[EkJR]

I still believe that the fairest way for everyone going forward is to have these checks triggered straight after deposit. No gameplay allowed and no site functionality other than to provide the required documentation.

This would cut out a lot of the ill feeling surrounding the process.

If the player then doesn't want to comply the casino can either close the account and refund the deposit or report the player.

Simple.

Need to separate SOW from the original legislators requirements.

Verification as per LCCP needs to take place before allowing a customer to gamble. This is not a "is the customer over 18 check" as some rogue casinos think. It's basically verifying fully, including checks against Gamstop and SE lists before allowing play.

SOW is requested on gaming patterns and £200 might be harmful to someone whilst 20000 might not be harmful to another. However, using this to block withdrawals or cancel them is absolute rogue behaviour. I can agree with deposits being stopped but not withdrawals, during the period they are running SOW.

 

[GameRoom]

update if you still waiting for casumo replay lol

 

[thr0b]

I'm still drumming my fingers waiting for them to review my docs. Tum-te-tum.

 

[shadow123]

update if you still waiting for casumo replay lol

Why does bud put me off straight away,no one in a shop would address you like that, bad as pal or mate.

 

[colinsunderland]

Why does bud put me off straight away,no one in a shop would address you like that, bad as pal or mate.

I say 'mate' a lot but think thats probably a regional thing, however I wouldn't in a business setting.

 

[Mr_Slot5]

I have always greeted people with 'mate' in customer service. I think it's more a northern thing though.

 

[GameRoom]

Why does bud put me off straight away,no one in a shop would address you like that, bad as pal or mate.

is rap,not much hop,maybe they going to check before xmas lol 23 day left before they suspend my account,but they the one taking time to check doc they should extendit to 60 days

 

[snorky510238]

I got hit a week ago after making a withdrawal of £300 on the Sunday. Sent everything on the Monday and heard zilch since then. Seems strange that a few weeks ago I withdrew £1,700, £1,400 and £750 in a week and that was paid fine. Now everyone gets SOW at the same time and for piddling amounts in some cases.

 

[shadow123]

I have always greeted people with 'mate' in customer service. I think it's more a northern thing though.

Thought it was chuck or flower in the north, not sure how they address the women though

 

[Robert Rabbit]

7 more complaints about Casumo withholding withdrawals in the last day on trustpilot. And if there are 7 on there just imagine how many there are.

Interestingly they have score of 2.1 (Poor) on Trustpilot, but there are loads of affiliate sites giving them 5 stars

 

[Benjboy87]

There is a YouTube video i have seen regarding this....

 

[Mr_Slot5]

7 more complaints about Casumo withholding withdrawals in the last day on trustpilot. And if there are 7 on there just imagine how many there are.

Interestingly they have score of 2.1 (Poor) on Trustpilot, but there are loads of affiliate sites giving them 5 stars

I read one of them on there...someone saying they play about £60 a month and Casumo wanted a payslip

Lord almighty

 

[Jono777]

^^Indeed^^ - looked hard but couldn't find the " " reaction sadly

 

[colinsunderland]

There is a YouTube video i have seen regarding this....

He literally spends 10 minutes reading the guidance thats been linked to on this and other threads!

 

[Benjboy87]

He literally spends 10 minutes reading the guidance thats been linked to on this and other threads!

True, even so, it shows that casumo are still not playing by the rule book which is more to my point.

Personally I thought some of what was mentioned was useful.

 

[EkJR]

I think the rules are quite clear in their intention. However, it just leaves it grey enough for some casinos to take the piss and stand behind AML or something else. Plenty do it. Same with the reverse withdrawal stuff and some operators using the excuse of "ahh major IT change". Its all bullshit money making crap from them, delaying in the hope that the money never leaves the casino.

 

[lewisnadasurf]

I have always greeted people with 'mate' in customer service. I think it's more a northern thing though.

(And London/Essex) !

 

[Luckyscouser45]

I’m not touching Maltese casinos with a barge pole from now on they are all at it withholding withdrawls when they see fit and hiding behind sow fuck right off

 

[EkJR]

I’m not touching Maltese casinos with a barge pole from now on they are all at it withholding withdrawls when they see fit and hiding behind sow fuck right off

Some are quite frankly an embarrassment. Depositing thousands for weeks/months and the second there is a withdrawal of any amount they are asking for this. I would advise every single person who faces this to raise it to the UKGC, resolved or not. Enough complaints prompts action as the UKGC are trend based.

 

[thr0b]

Yeah, good idea. I've dropped the UKGC an email about it - some people must be waiting for BIG withdrawals which Casumo are needlessly sitting on.

The email they send out is below:

I think the worst thing is not so much the delay in withdrawals, but the invitation to keep depositing and playing, while making plain that they won't pay out in that time frame. And I've made that clear in my report - if it was a responsible gaming concern, they're being massively irresponsible by inviting players to continue giving them money.

 

[GameRoom]

Yeah, good idea. I've dropped the UKGC an email about it - some people must be waiting for BIG withdrawals which Casumo are needlessly sitting on.

The email they send out is below:

View attachment 136272


I think the worst thing is not so much the delay in withdrawals, but the invitation to keep depositing and playing, while making plain that they won't pay out in that time frame. And I've made that clear in my report - if it was a responsible gaming concern, they're being massively irresponsible by inviting players to continue giving them money.

they are expert making player lose or give up,very stressfull waiting over 7 days no replay no help from costumer servise no info,what about we get refuse a doc coz pic was not good take it,do we need to wait again for weeks to be check,no info from costumer servise all they doing copy past awnser and it will take lit time to be check lol lit time hahha waiting for weeks for casumo is just a littel,god know what is big time for casumo maybe waiting for a year

 

[EkJR]

Yeah, good idea. I've dropped the UKGC an email about it - some people must be waiting for BIG withdrawals which Casumo are needlessly sitting on.

The email they send out is below:

View attachment 136272


I think the worst thing is not so much the delay in withdrawals, but the invitation to keep depositing and playing, while making plain that they won't pay out in that time frame. And I've made that clear in my report - if it was a responsible gaming concern, they're being massively irresponsible by inviting players to continue giving them money.

I'm really unclear on the above. How long have you had the account? It's basically them trying to still make money from you and not allow you to take anything back.

 

[GameRoom]

I'm really unclear on the above. How long have you had the account? It's basically them trying to still make money from you and not allow you to take anything back.

I had account since last year never ask for id or any doc till now,deposit cashout np for 1 year,but I did not play much at casumo all year I spend like 3k,now my balnace is 3k on account block from cashout

 

[thr0b]

I'm really unclear on the above. How long have you had the account? It's basically them trying to still make money from you and not allow you to take anything back.

I've had the account several years. Fully verified, and deposited and withdrawn by the same methods in all of that time.



Essentially - the correct solution at this point would be process any outstanding withdrawals and freeze the account while they complete their checks. They cannot/will not give a timeframe for how long these checks take (I've asked), and as such holding withdrawals puts them firmly in rogue territory to my mind.

 

[thr0b]

And again, I add - my withdrawal is £30.00.

 

[colinsunderland]

And again, I add - my withdrawal is £30.00.

But, if they give you your £30 and you are funding terrorism then you might go and blow something up. Clearly they are going to be nervous to give you that much money in in one go

@Casinomeister are you back yet

 

[shadow123]

Thank god its one place I never got involved in,absolutley taking the piss,If the UKGC dont take notice
of their antics after all the complaints they are not fit for purpose.Cannot be right not processing
withdrawals but allowing seemingly unlimited deposits, has to be the wrong way round surely.
They really deserve to lose their license or be mega fined but it wont happen as they will say they are just making sure they are complying with SOW regs.Wonder how many players have blown their balances through
this shit.

 

[GameRoom]

Thank god its one place I never got involved in,absolutley taking the piss,If the UKGC dont take notice
of their antics after all the complaints they are not fit for purpose.Cannot be right not processing
withdrawals but allowing seemingly unlimited deposits, has to be the wrong way round surely.
They really deserve to lose their license or be mega fined but it wont happen as they will say they are just making sure they are complying with SOW regs.Wonder how many players have blown their balances through
this shit.

I try to blown 300 lol I won 3k

 

[shadow123]

Glad you did but the fact you tried to blow it means you were pissed off but got lucky, bet 90% of players
manage to blow it no problem,thats what its all about,casumo must be pretty desperate if they consider
that a reasonable way to make money.

 

[Robert Rabbit]

Yeah, good idea. I've dropped the UKGC an email about it - some people must be waiting for BIG withdrawals which Casumo are needlessly sitting on.

I think the worst thing is not so much the delay in withdrawals, but the invitation to keep depositing and playing, while making plain that they won't pay out in that time frame. And I've made that clear in my report - if it was a responsible gaming concern, they're being massively irresponsible by inviting players to continue giving them money.

I have emailed them as well through their contact page - there needs to be a consolidated effort to deal with these sharks. It's only £30 to yourself, but their could be people who are hurting because of these shady practices.

To allow people to deposit whilst calling into doubt the veracity of their account and withholding deposits is one of the shadiest business practices I can imagine

 

[GameRoom]

Glad you did but the fact you tried to blow it means you were pissed off but got lucky, bet 90% of players
manage to blow it no problem,thats what its all about,casumo must be pretty desperate if they consider
that a reasonable way to make money.

yes for sure a lot will lose their balance

 

[colinsunderland]

The UKGC won't do anything about a casino allowing deposits while a SoW is ongoing, but refusing withdrawals at the same time. It's perfectly legal and is specifically mentioned in the guidelines as being acceptable.
What people should do is complain to the UKGC about the guidelines, you would get nowhere complaining about a casino following the rules.

Having said that, it's disgusting that a casino does this. Just because they can do something, doesn't mean they have to. It is their choice and shows what a scummy outfit they are. Vote with your money, close your account, and tell them why.

 

[GameRoom]

I've had the account several years. Fully verified, and deposited and withdrawn by the same methods in all of that time.

View attachment 136273

Essentially - the correct solution at this point would be process any outstanding withdrawals and freeze the account while they complete their checks. They cannot/will not give a timeframe for how long these checks take (I've asked), and as such holding withdrawals puts them firmly in rogue territory to my mind.

look like all waiting for proof of income

 

[tiny3103]

Hey everyone, completely new to this site and a little relieved to see I'm not the only one waiting forever for Casumo to process my SoW checks. I uploaded all docs last Thursday and still not been reviewed ☹ how long has anyone been waiting just now? I have a pending withdrawl for £1.6k....

 

[GameRoom]

Hey everyone, completely new to this site and a little relieved to see I'm not the only one waiting forever for Casumo to process my SoW checks. I uploaded all docs last Thursday and still not been reviewed ☹ how long has anyone been waiting just now? I have a pending withdrawl for £1.6k....

I am waiting since 30th 7 days ago,they cancel my withdraw after 72hrs,my balance still £3k,still waiting for cashout

 

[tiny3103]

I am waiting since 30th 7 days ago,they cancel my withdraw after 72hrs,my balance still £3k,still waiting for cashout

That's not good ☹ have they looked at any of your submitted SoW docs at all and requested more or just not even looked at them yet?

 

[PokCas]

Is Casumo still such a pain to deal with?

 

[thr0b]

I'll certainly be considering whether or not to continue dealing with them in future. This is a minor irritation for thirty quid; for a significant sum, it would be stressful as anything.

 

[Slottery]

It can be that if they are leaving UK market (they asked UK affiliates promoting them and other rumours like mentioned in this thread too), they don't have much interest to try improve things if knowing they leave. Just pure guess and speculation but can't figure out many other reasons to their behavior which based on this thread is that they don't exactly try their best to provide good user experience which normally would be something casinos would be even little bit interested.

They don't seem to care much even players for sure are leaving, also don't see posts from any other than UK players here. Based on this guess and feeling, wouldn't deposit my dosh there atm if would be from UK, but like said, just guess and speculation when trying to figure out why they don't seem to care much losing UK players atm.

 

[GameRoom]

That's not good ☹ have they looked at any of your submitted SoW docs at all and requested more or just not even looked at them yet?

waiting for source of wealth to be check rest all got verified,looks like they send to all uk players at same time, now we all waiting like idiots,I spoke to support all same awnser copy past,no time frame that mean we could be waiting for weeks maybe months,hope they do it soon

 

[colinsunderland]

@LadyJelena another rep who seems to think he doesn't have to help with customer issues.
I've highlighted a few over the past few days, is it not time these non responsive reps, or casinos with no rep were actually suspended from the accredited list? Having an active rep is part of the agreement, Casumo's rep has been non responsive for a while now, Rizk haven't had a rep for what, 2-3 months? Guts most likely the same, the Branders group have no rep, and theres others too.

 

[GameRoom]

That's not good ☹ have they looked at any of your submitted SoW docs at all and requested more or just not even looked at them yet?

Is Casumo still such a pain to deal with?

if you go to Trustpilot see who many players got withdraw block in past 7 days they are a lot,all form UK

 

[thr0b]

Certainly looking like a conscious decision on their part to focus on UK players at this point, but as ever take TrustPilot with a pinch of salt. (In theory, non-UK players should be reviewing on the non-UK Trustpilot.)

 

[thr0b]

Of more note - their UK-facing Facebook and Twitter accounts haven't updated since February with anything new, and their replies to comments on both stopped from late May.

 

[Robert Rabbit]

Certainly looking like a conscious decision on their part to focus on UK players at this point, but as ever take TrustPilot with a pinch of salt. (In theory, non-UK players should be reviewing on the non-UK Trustpilot.)

I recall looking up a company called clickmechanic on trustpilot. They scored very highly, however I did note that they had around 200 reviews all on the same day all 2 lines long from "Bob of Leicester" and "Sam of London"

Nothing like stacking the odds in their favour