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I still play at Casumo from time to time, I have been lucky though, withdrawn in excess of 35k in the last month without a hitch, each time I dep all I can think about is are they gonna hit me with the same BS.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