Casumo Source of Wealth issues

[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!