Casumo Source of Wealth issues

[me_and_ed]

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.)

Trust pilot is a joke, I had it out with them for having fake reviews on their site last year.

I still play at Casumo from time to time, I have been lucky though, withdrawn in excess of 35k in the last month without a hitch, each time I dep all I can think about is are they gonna hit me with the same BS.

 

[colinsunderland]

yeah trustpilot reviews should be taken with a pinch of salt, all review sites are a bit dodgy as most people will only review if they have a negative experience so tends to be loaded with negative comments anyway.

 

[GameRoom]

this is funny think I ever see from Casino,so if you have money on account and not used for 30days you get fee charger from Casumo wtf they charging rent on balnace

 

[thr0b]

Interesting - the Twitter mentions of Casumo indicate it's mostly UKGC players who are getting hit with this, but there are indications that some under MGA jurisdiction are as well, with the same delayed payout tactic.

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Curiously, their Japanese Twitter presence is highly active:

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[thr0b]

this is funny think I ever see from Casino,so if you have money on account and not used for 30days you get fee charger from Casumo wtf they charging rent on balnace

I'll be fair to them on that one - I've seen in the T&Cs on multiple sites that they will charge an admin fee for credit balances on dormant accounts. They should be very few and far between, but if you're keeping your money in their account, they will be paying costs associated with that, which you've agreed they can pass on to you.

 

[Robert Rabbit]

I'll be fair to them on that one - I've seen in the T&Cs on multiple sites that they will charge an admin fee for credit balances on dormant accounts. They should be very few and far between, but if you're keeping your money in their account, they will be paying costs associated with that, which you've agreed they can pass on to you.

Interesting - what are the costs involved in keeping money in a dormant account?, not doubting it I just can't work out what they would be as I assume it is just an entry on a computer server, and that they would be getting interest (admittedly small) on dormant balances?

 

[colinsunderland]

this is funny think I ever see from Casino,so if you have money on account and not used for 30days you get fee charger from Casumo wtf they charging rent on balnace

Thats not what it says.
It's 30 days notice that any dormant accounts will be charged. I think an account at Casumo is classed as dormant if no logins in 12 months, or thats what it used to be years ago.

 

[snorky510238]

Well as far as I can make out their SOW check has nothing to do with an account being suspected of money laundering. If it was, the chances of god knows how many people being hit at the same time, would be very minimal.

As for freezing accounts after 30 days if not resolved what bleeding option do you have if they take 2 weeks to tell you docs aren’t sufficient, then don’t reply for another three weeks. Hardly the customers fault, is it?

If it was all done innocently, with customer consideration at the fore, then ask yourself why would they ask for so many at the same time, knowing that they haven’t got the resources to review them all in a reasonable timeframe?

 

[thr0b]

It’s not that they’ll charge after 30 days. They’re giving notice to people who have left money in their accounts for a long time that they will charge after 30 days.

 

[shadow123]

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....

Took Mecca 23 days to check out my SOW docs but at least i didnt have any money tied up in the account, I just couldnt deposit, which was how it should have been
done

 

[EkJR]

Its blatantly obvious that they will be leaving the UK

 

[tiny3103]

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

Hey, any movement on your SoW yet? Your 2 days ahead of me so hoping that once yours had been reviewed mine might not be too far behind

 

[GameRoom]

Hey, any movement on your SoW yet? Your 2 days ahead of me so hoping that once yours had been reviewed mine might not be too far behind

no nothing still waiting,but I keep reading post like this,looks like they closing lot of accounts,not sure way...he was 4 days in front of me

 

[thr0b]

Aye. Mine is also still pending.

 

[LadyJelena]

@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.

Hi everybody

I know it's a bit messy lately - I'm trying to get the reps back or new reps in charge, but as you may noticed, things are dynamic in the companies - some reps are leaving, some companies are restructuring their teams and going through compliances (or it just became a great excuse for being busy nowadays), plus it's summer time and also people are working from home due to the virus situation. This is not enoughly big excuse and explanation, but I'm just trying to let you know what's happening around

 

[thr0b]

Hi everybody

I know it's a bit messy lately - I'm trying to get the reps back or new reps in charge, but as you may noticed, things are dynamic in the companies - some reps are leaving, some companies are restructuring their teams and going through compliances (or it just became a great excuse for being busy nowadays), plus it's summer time and also people are working from home due to the virus situation. This is not enoughly big excuse and explanation, but I'm just trying to let you know what's happening around

I'm not worried about the rep issue as such, but the increasing prevalence of them withholding payouts while still allowing deposits surely calls their accredited status into question? There is no warning prior to depositing that they're going to request documents, nor do they indicate how long the check will take.

Trada's position in the league tables was questioned when they moved to Aspire, but there was no question of them withholding payments, rather a reflection on the policies of their new supplier - they're still trustworthy, just slower.

Casumo's actions right now are their own decisions, given they're not a white-label, and it's roguish behaviour which isn't just going noticed here, but in general on Twitter and Facebook et al.

 

[colinsunderland]

Hi everybody

I know it's a bit messy lately - I'm trying to get the reps back or new reps in charge, but as you may noticed, things are dynamic in the companies - some reps are leaving, some companies are restructuring their teams and going through compliances (or it just became a great excuse for being busy nowadays), plus it's summer time and also people are working from home due to the virus situation. This is not enoughly big excuse and explanation, but I'm just trying to let you know what's happening around

I understand that, but there are numerous complaints at some casinos that aren't being addressed by the reps. Casumo for example, just read through the last few pages of this thread, horrendous problems, no response from the 'active rep' (active because he is logging in, just ignoring complaints) and numerous members saying he isn't replying to PM's.
The branders rep, numerous complaints about them recently, obviously Maja left and it's understandable that it might take a week or two to get a new rep in place, although the right thing would be to line up someone to take over, but the fact remains, these casinos are accredited partly as they have an active rep who can help with problems, this isn't happening.
Surely the casinos status should be grey zone at least while there is no rep responding to customers? Rizk haven't had a rep for ages, why can't the Betsson rep take over for now?

I also think its a bit wrong to have casinos with no, or non responsive, reps, grouped with the ones who have reps who do try their best, eg, @Team.Videoslots , @L&L-Jan , @Mark_32Red as 3 examples, against the likes of @SlotsMillion , @CasumoLouis who have been tagged numerous times by customers needing help, and have been ignored.

 

[GameRoom]

Hi everybody

I know it's a bit messy lately - I'm trying to get the reps back or new reps in charge, but as you may noticed, things are dynamic in the companies - some reps are leaving, some companies are restructuring their teams and going through compliances (or it just became a great excuse for being busy nowadays), plus it's summer time and also people are working from home due to the virus situation. This is not enoughly big excuse and explanation, but I'm just trying to let you know what's happening around

rap replay on pm he sad sorry is going to be long wait , over 8 days waiting looks like they not going to check for long time, all I want my money I will not care if they close my account

 

[colinsunderland]

rap replay on pm he sad sorry is going to be long wait , over 8 days waiting looks like they not going to check for long time, all I want my money I will not care if they close my account

Well thats a joke and they shouldn't be accredited if thats happening.

 

[GameRoom]

Well thats a joke and they shouldn't be accredited if thats happening.

all the waiting is all about losing withdraw,I dont think covid-19 is problem,ukgc made new rules about lock withdraw,casumo week later come out with account verification required and cancel all withdraw so players can lose all their wining, casumo broke all the rules,I will never trust tham again

 

[colinsunderland]

Can I ask, when people are being refused withdrawals, are they citing they are doing the SoW for responsible gaming or anti money laundering (or both)?
If people don't know, if they get 5 mins to ask live chat, it would be appreciated.

I've been looking around a few forums this afternoon and I think it would be worth making a complaint to the UKGC, especially if they are withholding winnings.

 

[thr0b]

Responsible gaming. I’ve already sent a semi-complaint to the UKGC. The email I received from Casumo is earlier in the thread.

 

[tiny3103]

I just asked as they hadn't said beforehand and this is the reply I got.... not too sure if this reply means RG or AML?

 

[colinsunderland]

I just asked as they hadn't said beforehand and this is the reply I got.... not too sure if this reply means RG or AML?

They aren't able to go into detail about why they are collecting your highly sensitive and personal data, and what they are going to use it for? I'm sure the ICO would like to hear about that.

 

[GameRoom]

I just asked as they hadn't said beforehand and this is the reply I got.... not too sure if this reply means RG or AML?

they making their own rules,they dont realy care much about UKGC

 

[tiny3103]

They aren't able to go into detail about why they are collecting your highly sensitive and personal data, and what they are going to use it for? I'm sure the ICO would like to hear about that.

I thought the wording seemed like a copy and paste generic reply - is it not? its stressing me out now

 

[tiny3103]

They then said this about the time they are taking to review

 

[L&L-Jan]

I also think its a bit wrong to have casinos with no, or non responsive, reps, grouped with the ones who have reps who do try their best, eg, @Team.Videoslots , @L&L-Jan , @Mark_32Red as 3 examples, against the likes of @SlotsMillion , @CasumoLouis who have been tagged numerous times by customers needing help, and have been ignored.

Always available to help and to support, but this is a process I can not be a decision maker. That's really up to the AML officer, hence these processes take a bit more time as a KYC process and sometimes additional docs are required, which delays the process.

 

[GameRoom]

Always available to help and to support, but this is a process I can not be a decision maker. That's really up to the AML officer, hence these processes take a bit more time as a KYC process and sometimes additional docs are required, which delays the process.

I ask how long will take week months ? here email they replay on 02-07-2020 they did confirm it want take weeks or months,I forgot to ask will it takes years lol
they also verified my id and bank account number my visa card,now they should not hold withdraw like all other casinos,but they keep holding till proof of income get check,coz simple it benefit casino,and simple they not helping costumer they ignoring

 

[L&L-Jan]

yeah but i dont work there

 

[GameRoom]

yeah but i dont work there

since you from Malta go to their office ask tham what the hell they doing lol

 

[colinsunderland]

Always available to help and to support, but this is a process I can not be a decision maker. That's really up to the AML officer, hence these processes take a bit more time as a KYC process and sometimes additional docs are required, which delays the process.

and thats exactly what I mean, this thread has been going for ages, with many many complaints, yet not one response for ages from the casumo rep.
a couple of hours after tagging you, in a thread not related to L&L, you respond. Thats why I don't think it fair that a casino with a non responsive rep should be in the same group as one with a responsive rep like you.

My comments weren't specifically regarding SoW requests, just reps as a whole being non responsive.

Onto the subject again. I've probably read over 100 complaints from the last few weeks on here and other forums this afternoon when I was browing round. I think every one was triggered by a withdrawal.

As all these requests are supposed to be done on a case by case basis (especially AML ones). I can't think of any situation where a RG SoW should be triggered by a withdrawal.

I can think of a few where an AML one might be, for example, deposit £1000, £480 on black, £480 on red, £40 on 0, then withdraw (although if going back to the same account it sort of negates that anyway). Or depositing using a paysafe card, playing like the above then withdrawing to the bank, but I'm sure most people complaining don't fit any of those obvious triggers.

It seems to me like Casumo are triggering these checks on withdrawals, they are baseless and going against the UKGC guidance. Following on from that, the only reason I can think why they would do that, would be to delay withdrawals.

The only reason I can think a casino would want to delay withdrawals and have massive negative publicity as is happening here and elsewhere, is that they are short of money, so need to hold onto it as long as possible, similar to what happened with Dr Vegas, when the rep insisted they didn't have money problems, then a short time later, they closed, as they ran out of money.

I think people should bear that in mind depositing, and if you are from the UK, then also think about the fact, there are strong rumours they won't be operating in the UK for much longer. If that turns out to be true, then how long do you think you will be waiting for a withdrawal, when they aren't subject to UKGC rules.

I think mass complaints should be made to the UKGC, but done properly, so they have to take note. Quite the legislation, guidance, LCCP etc, rather than writing 'casumo stole my money' that so many do!

 

[colinsunderland]

I ask how long will take week months ? here email they replay on 02-07-2020 they did confirm it want take weeks or months,I forgot to ask will it takes years lol
they also verified my id and bank account number my visa card,now they should not hold withdraw like all other casinos,but they keep holding till proof of income get check,coz simple it benefit casino,and simple they not helping costumer they ignoring

That email says 'by law' therefore it must be anti money laundering and they must have a reasonable suspicion you are involved in criminal activity (unless that part has changed recently), as theres nothing in law that prevents them sending a withdrawal while they do RG checks.

I did actually ask them which law they were referring when they said that to me, to and he wouldn't tell me.

 

[brianmon]

 

[dealer wins]

Talk about a totally rogue casino!! Scandalous behavior!

 

[coopigeonsnr]

Going through the same issue as OP right now. Requested withdrawel 8 days ago. after 3 i questioned it as normally got same day to skrill. 3 days later a SOW request which is hanging as pending for the last 4 days nearly 5. all i get is will be dealt with soon as possible. driving me nuts

 

[colinsunderland]

Going through the same issue as OP right now. Requested withdrawel 8 days ago. after 3 i questioned it as normally got same day to skrill. 3 days later a SOW request which is hanging as pending for the last 4 days nearly 5. all i get is will be dealt with soon as possible. driving me nuts

when you next speak to them, ask if its being done for RG or AML reasons, if they say just 'its the law' specifically ask 'which law please, so I can go and read it'

 

[coopigeonsnr]

will do that right now. BRB

 

[coopigeonsnr]

Here ya go nothing really but BS

Casumo Support	12:00 AM (0 minutes ago)
to me

Hello Robin,

Please find the chat from earlier:

Agent Casumo-Marie

( 24s ) Casumo-Marie: Welcome to Casumo! You're now chatting with Marie
( 1m 11s ) Casumo-Marie: Hello Robin
( 1m 40s ) robin: Hi Marie, I was just on CS half an hour back regarding the SOW hitting uk player with pending withdrawels. Can i ask a question please. Are the SOW check being done for RG or AML reasons please?
( 3m 2s ) Casumo-Marie: both, those departments work close together and we have to ensure we have the right information
( 3m 23s ) Casumo-Marie: It is fo security reasons, yours as well as ours
( 3m 29s ) Casumo-Marie: for
( 3m 57s ) robin: Which specific law is being satisfied with the SOW for all uk Players with withdrawels please.?
( 4m 34s ) Casumo-Marie: this is not because of any withdrawal
( 4m 45s ) Casumo-Marie: The request has been made after a standard review of your account, and it has coincided with you requesting a withdrawal
( 5m 8s ) robin: Its seemingle affecting only those with withdrawels.
( 5m 51s ) Casumo-Marie: No, we request those documents in different stages of the playing when they are necessary
( 5m 55s ) robin: Ok please check my last chat log , The CS stated its due to new legislation . which legislation specifically ?
( 6m 25s ) robin: Another CS stated it was as i had surpassed the 2k threshold ?
( 6m 48s ) robin: Are casumo leaving the U.K?
( 7m 3s ) robin: Are Casumo having money issues?
( 7m 19s ) Casumo-Marie: No, we do not have any issues or are leaving the UK
( 7m 45s ) Casumo-Marie: we are a licensed casino, working in line with the expectations from the UKGC
(8m 25s ) Casumo-Marie: your total deposits here are deposit£1x,xxx.00 and Total withdrawal£8,xxx.21
( 9m 36s ) robin: so i surpassed 2k years ago. not since my last withdrawel request?

 

[coopigeonsnr]

Who wants to bet that after another shed loads of days they request additonal information to delay further ! what i have given them is textbook no way they need anything else covered all bases but why do i get that gut feeling theres an even bigger sting on its way that double the timei have already waited

 

[Mr_Slot5]

Chat agents often know not a lot about the inner workings of the business. They are fed what the company needs them to know and then are free to repeat it like a parrot ad nauseum. Which is fair enough because if they go 'off script' they will likely get reprimanded as their chats are monitored.

You could message someone higher up in the chain but you'd be unlikely to get a response. Completely reprehensible considering that it's your money keeping the lot of them employed.

The only way, as a customer, to make a point is to not spend any money there...but they won't be bothered by this unless it's en masse.

Given the number of complaints here, I think it's high time for the UKGC to step up to the plate and sort this mess out.

To keep withdrawals for up to two weeks without strong suspicion of fraud involved on the account is absolutely disgusting and utterly inexcusable.

 

[GameRoom]

Here ya go nothing really but BS

Casumo Support	12:00 AM (0 minutes ago)
to me

Hello Robin,

Please find the chat from earlier:

Agent Casumo-Marie

( 24s ) Casumo-Marie: Welcome to Casumo! You're now chatting with Marie
( 1m 11s ) Casumo-Marie: Hello Robin
( 1m 40s ) robin: Hi Marie, I was just on CS half an hour back regarding the SOW hitting uk player with pending withdrawels. Can i ask a question please. Are the SOW check being done for RG or AML reasons please?
( 3m 2s ) Casumo-Marie: both, those departments work close together and we have to ensure we have the right information
( 3m 23s ) Casumo-Marie: It is fo security reasons, yours as well as ours
( 3m 29s ) Casumo-Marie: for
( 3m 57s ) robin: Which specific law is being satisfied with the SOW for all uk Players with withdrawels please.?
( 4m 34s ) Casumo-Marie: this is not because of any withdrawal
( 4m 45s ) Casumo-Marie: The request has been made after a standard review of your account, and it has coincided with you requesting a withdrawal
( 5m 8s ) robin: Its seemingle affecting only those with withdrawels.
( 5m 51s ) Casumo-Marie: No, we request those documents in different stages of the playing when they are necessary
( 5m 55s ) robin: Ok please check my last chat log , The CS stated its due to new legislation . which legislation specifically ?
( 6m 25s ) robin: Another CS stated it was as i had surpassed the 2k threshold ?
( 6m 48s ) robin: Are casumo leaving the U.K?
( 7m 3s ) robin: Are Casumo having money issues?
( 7m 19s ) Casumo-Marie: No, we do not have any issues or are leaving the UK
( 7m 45s ) Casumo-Marie: we are a licensed casino, working in line with the expectations from the UKGC
(8m 25s ) Casumo-Marie: your total deposits here are deposit£1x,xxx.00 and Total withdrawal£8,xxx.21
( 9m 36s ) robin: so i surpassed 2k years ago. not since my last withdrawel request?

fun part when they say is not about withdraw,so way they holding for? Casumo dont care what we ask or what UKGC say,they have their own rules like Al Capone lol,CS they only say what they told to say they have script they just copy and past
and they only hitting UK players,after ukgc made rules about lock withdraw,now all withdraw got cancel god know how many player all read lost their wining

 

[snorky510238]

They must have asked everyone who made a withdrawal around the weekend of the 27/28th for SOW. How many people is that? I would guess in the hundreds, at least.

Who would make that sort of decision, knowing they cannot review all these accounts at the same time? It’s certainly a decision that has been made for a purpose and that purpose is not solely SOW.

I passed any triggering threshold years ago and my gameplay hasn’t changed in any way. All I can say is if they genuinely suspect any of these players are laundering money then the team investigating are bloody slow off the mark, if it takes this long to spot it, as many of us will have had accounts for years.

11 days since I submitted all docs and no communication at all. It’s an absolute joke and it’s pointless going on live chat to be honest, as when did the “tea lady” ever know, what’s really going on?

 

[GameRoom]

They must have asked everyone who made a withdrawal around the weekend of the 27/28th for SOW. How many people is that? I would guess in the hundreds, at least.

Who would make that sort of decision, knowing they cannot review all these accounts at the same time? It’s certainly a decision that has been made for a purpose and that purpose is not solely SOW.

I passed any triggering threshold years ago and my gameplay hasn’t changed in any way. All I can say is if they genuinely suspect any of these players are laundering money then the team investigating are bloody slow off the mark, if it takes this long to spot it, as many of us will have had accounts for years.

11 days since I submitted all docs and no communication at all. It’s an absolute joke and it’s pointless going on live chat to be honest, as when did the “tea lady” ever know, what’s really going on?

I withdraw on 30th next day they ask me for sow,I send all doc same day,my id got refusad not clear pic next day I send was ok,still waiting

 

[lewisnadasurf]

I can’t believe all of this. So many complaints and nothing appears to be progressing. This is not a reputable company. I’ve seen less complaints around Curaçao casinos!

 

[snorky510238]

I have just received confirmation that my withdrawal has been approved.

 

[tiny3103]

I have just received confirmation that my withdrawal has been approved.

Ah that's good news !! When did you originally request your withdrawl or have to provide your SoW documents?

 

[snorky510238]

Requested 28/06/20 and submitted first thing on the 29th.

 

[GameRoom]

Requested 28/06/20 and submitted first thing on the 29th.

nice maybe I am next lol

 

[DIESELBOY1]

So glad to hear your withdrawal was approved. I kept seeing all these rumours Casumo were entering administration and worried i wasnt going to get my 2k withdrawal!