Well can you believe this? Actually I am not that surprised, I had already PM’d a few members here and predicted this.
After 3 weeks of waiting, I finally login at Casumo to see all my documents fully verified. Luckily, I didn’t deposit as a while later I get an email saying that my account has been closed.
Just to clarify things I logged in again (which I should not have been able to do) and went on live chat. I was at first told everything looked okay and then when I mentioned the email was told the opposite.
It appears that I have been judged to have a gambling problem. This is despite having a £2,000 a month deposit limit (set by Casumo not me) that I have never come anywhere near to exceeding. Never once in hundreds of withdrawals have I reversed a single one and after 4 years of playing there I am in profit.
How is that irresponsible? If anything, if that is where the bar is set and everyone is judged equally then Casumo would be lucky to have any players left that did not warrant their account being closed.
I could also mention, that if this is judged to be the the real reason my account has been closed, then why have they let me have a £2,000 a month deposit limit for 4 years (when realistically only a small percentage of people have that amount of disposable income). Along with the fact that I could have done myself some considerable damage, that would be way beyond repair by now and I think I would have a reasonable case to claim that they had been negligent in not picking this up much sooner had that been the case.
As I have said though, that is hypothetical (but a point I feel that is valid). You can make up your own minds as to what you make of this situation and I have attached all the relevant information. I appreciate it’s a bit of a chore to read but well worth it for those who might find themselves in a similar predicament.
I don’t want them to consider reopening my account as I wouldn’t feel comfortable playing there anyway. I just wish they could have been honest and said, sorry but you are not a viable prospect judging by the last 4 years transactions. It would still have been annoying but I could have accepted that. I haven’t deleted my surname from the info because they even managed to get that wrong.
Hi there Mark,
Thank you for your email, I hope that you are doing well.
Here is the conversation:
( 17s ) Casumo-Celina: Welcome to Casumo! You're now chatting with Celina
( 52s ) Mark Edward: Hi Celina, can you check the status of my account please.
( 2m 1s ) Casumo-Celina: Hey there Mark!
( 2m 2s ) Casumo-Celina: I'm checking this for you, please allow me another moment.
( 4m 38s ) Casumo-Celina: From my end - everything looks solid.
We sent you a final statement regarding the account verification by email just a few hours ago to your inbox.
( 5m 26s ) Mark Edward: Yes that email says my account has been closed.
( 8m 13s ) Casumo-Celina: Let me check with the relevant team, as I do not have the authority to check up on the decision - nor the email.
( 8m 26s ) Mark Edward: Okay
( 12m 57s ) Casumo-Celina: Your account was now reviewed and blocked accordingly.
Sorry for the technical delay.
( 16m 17s ) Mark Edward: Would you be able to explain why? I have provided you with all the requested documentation and it has been verified. I have a £2,000 monthly deposit limit which I have never come close to exceeding and my lifetime deposits/withdrawals show I am actually in profit. I would like to know why it has been necessary to close my account?
( 18m 48s ) Casumo-Celina: The actions was taken by the relevant team CasumoCares.
For these closures it's due to our responslible gaming obligations.
( 19m 38s ) Mark Edward: Surely my statistics would prove I am more than responsible.
( 21m 33s ) Casumo-Celina: As I'm not well aware of this situation and the decision - I'd really recommend you to reply to the email if something is unclear, Mark.
I'm very sorry that I'm not able to give you some straight information here through the live chat.
( 25m 29s ) Mark Edward: If the decision has been taken by the Casumo Cares team (who must have decided I have a problem) would it be fair to say after 4 years of allowing me to gamble with Casumo that they have failed massively and been negligent in the past by not protecting me much sooner
( 28m 47s ) Casumo-Celina: I understand what you mean, and that you'll might find the decision unfair as you've been able to play with us for such a long time.
I'm making sure to forward this as feedback to the team, but as mentioned - I'm not aware of what it's based on and could as well have been connected with recent activity only.
( 30m 15s ) Mark Edward: By that I assume you can see I am consistently withdrawing more than I deposit?
( 31m 9s ) Casumo-Celina: Yes.
( 32m 32s ) Mark Edward: Then would it be reasonable to assume that I am not the type of player, Casumo wants because I do not lose enough?
( 33m 54s ) Casumo-Celina: No, we do not have the rights to close an account based on winnings or profits.
( 35m 59s ) Mark Edward: I think you will find you do. Anyway I know there is no point dragging the issue out any further as I have been in a similar situation before and that ended without a satisfactory conclusion also.
( 38m 46s ) Casumo-Celina: Sorry once again for the eventual inconvenience Mark.
Please feel free to reply to the email specifically to the information you want to ask for and I'm sure we will be able to give you a better answer.
( 41m 22s ) Mark Edward: If I may be so bold, I would recommend that the team review all other players on a basis that was parallel to mine, as you must have a lot of players that are well below par compared to myself and you don’t want to be getting another fine do you?Thank you for providing as much information as you could.
( 44m 55s ) Casumo-Celina: Yes, definitely. And we do forward the feedback from the affected players in order to provide as good information as possible for the future.
There are barely any account closures with positive feedback, obviously. But we're trying to do it as good as we can with justified decisions for the matter.
I'm glad I've been able to inform you as much as I can and as a responsible player yourself, it wouldn't hurt to ask for additional information if you're not happy with the decision.
( 45m 21s ) Mark Edward: I have given Casumo my full backing in the past on Casinomeister and stood up for them on a few occasions. I am going to feel such a fool now having to admit I was wrong all along. Hey, that’s life I guess. I take it Casumo will have no objections to me posting this story on the forum?
( 47m 6s ) Casumo-Celina: Absolutely Mark, feel free to give your opinions and experience with us on Casinomeister.
I wouldn't say it's other than right for you to do so.
( 48m 24s ) Mark Edward: Okay, thanks Celina, have a good evening.
( 49m 30s ) Casumo-Celina: Same to you Mark, have a good weekend.
( 50m 10s ) Mark Edward: 駱
Please let us know if there is anything else we can assist you with,
Kind regards,
Martin
Looking like when ever there is a weekend ahead at casumo, you can say goodbye to normal ''1h-5h'' withdrawal times and prepare yourself to expect your winnings in next couple of days to get approved. Dont know how it is for other gamblers on this forum, but for myself this starts to be new normal with them. Mon-Fri made 5 withdrawals, and all approved withing couple of hours and suddenly friday evening made withdrawal and the waiting begins. Exactly what happened last weekend while they said they got unexpected rush with payments, and that was not first time really..
