Casumo Source of Wealth issues

[SpinUk]

All they have said is affordability. I've sent them everything even a 3 months worth of bank statements.
I have no overdraft, no credit cards the money I play with is hard earned by me

All the is irrelevant now. You have closed your business with them now. They HAVE to either report you to the UK money laundering authorities - who would laugh in their face for this amount - or refund you. That is UK law.

 

[Iamfozzzz]

Dont take it out on the advisors mate they are not the ones making this decision and are just told to not engage and say anything out of the guidelines and they wont for fear of saying something slightly incorrect which could potentially give you an angle so they are just following like you say a script they have no power to over turn anything and they will be fearful of saying something outside of them guidelines its not their fault

I understand your point. But who do I take it out on? They represent the company who are withholding my money.
I've been waiting for a Tesla for 6 months, I take my frustration out on the advisors, not Elon Musk, hes to busy building rockets

 

[Iamfozzzz]

All they have said is affordability. I've sent them everything even a 3 months worth of bank statements.
I have no overdraft, no credit cards the money I play with is hard earned by me

Is there a time frame though?

 

[Davey86]

 

[JohnSnow]

If you have submitted a PAB i wouldn´t highlight anything more here in public. That being said, Casumo you can suck it, this is not the behaviour of a legit company.

 

[Davey86]

View attachment 123965

View attachment 123965

Very highly rated

 

[Concerned Whistleblower]

I understand your point. But who do I take it out on? They represent the company who are withholding my money.
I've been waiting for a Tesla for 6 months, I take my frustration out on the advisors, not Elon Musk, hes to busy building rockets

Well it doesnt seem to be getting you anywhere does it and only causing you more stress by getting worked up about it.

In both cases youre just a other customer a number who they want to get off the line and move on to the next thats the harsh reality maybe change tact a little.

 

[colinsunderland]

Tell them your parents refuse to let you send their personal information to a company they have no relationship with and have asked which section of the GDPR allow them to process their data without consent

 

[lewisnadasurf]

Tell them your parents refuse to let you send their personal information to a company they have no relationship with and have asked which section of the GDPR allow them to process their data without consent

Im still struggling to see how Casumo think its legal to ask for OTHER PEOPLES DOCUMENTS and then withhold money when you aren't doing so!!!

I remember someone called the house phone when i lived with my parents, they asked for my mum - i said sure, who is it? She said she cant tell me because of GDPR! I told her 'well i cant tell you if shes here then!'

 

[greylady]

I just don't get how any reputable(?) company would ask for documentation from anyone they do not have a business relationship with - it's well dodgy and definitely not in adherence with the GDPR.

Casumo sure do seem a law unto themselves - what next, blood type, inside leg length, it's ludicrous!

 

[Davey86]

I just don't get how any reputable(?) company would ask for documentation from anyone they do not have a business relationship with - it's well dodgy and definitely not in adherence with the GDPR.

Casumo sure do seem a law unto themselves - what next, blood type, inside leg length, it's ludicrous!

Sshhhh don’t give them ideas

 

[mack341]

Who in their right mind would send an online casino a copy of his parent's mortgage agreement or proof that the mortgage has been paid up this is laughable madness, these kinds of 3rd party documents would be something left up for the appropriate govt authorities to look into once a case is referred to them surely?

I can't believe the ukgc were that stupid to expect people to provide this level of private info to a casino, some of the casinos must be misinterpreting the guidance and their role and by coincidence only when you have requested a withdrawal never at a deposit transaction or after a withdrawal.

Could IAM not approach the adr or is it best to wait for the PAB and do that first? Be interesting to have Max's analysis as he tends to stick to the letter of the law, it might shine a light on this issue for future cases.

 

[GunarsB]

So far I only played in Casumo. Didn't have any issues with this casino. Still looks like I'm gonna need to find another playground. Any suggestions?

 

[colinsunderland]

Maybe @Casinomeister could have a look at this? It's one thing having to provide intrusive SoW documents to a casino, but it's another for them to demand you supply financial documents relating to a third party, and then refusing a withdrawal due to this. If they are that concerned that there is a responsible gambling issue here, then surely paying the withdrawal and closing the account is the obvious way forward. Stealing the player's money, if anything, might put them in a bad financial situation. This isn't the first time Casumo have done this either.

 

[mack341]

Can you imagine a bricks and mortar casino in the west end requesting to see a non customer's mortgage documents, in order to complete affordability checks and withholding your money until you complied?

In a way the ukgc are to blame, if online casinos feel they can do this with impunity, something is wrong in the way the industry is being regulated imo.

 

[Iamfozzzz]

After another two emails sent since closing my account they both say the same:

"As previously explained, we are unable to send your remaining balance untill your source of wealth verification has been complete.
Kindly send the requested documents at your earliest convieniece"

 

[dealer wins]

No sane person is going to give personal documents/financial info to someone else, who then is sending it on to a random company. This should never be requested, ever!!

 

[Borgie]

After another two emails sent since closing my account they both say the same:

"As previously explained, we are unable to send your remaining balance untill your source of wealth verification has been complete.
Kindly send the requested documents at your earliest convieniece"

I really think you should do a PAB.

 

[Davey86]

@CasumoLouis surely only OP documents can be requested

 

[Davey86]

I really think you should do a PAB.

Even if it was successful their is some serious flaws in casumos SOW policy and Players need clarification

 

[Borgie]

Even if it was successful their is some serious flaws in casumos SOW policy and Players need clarification

I respect that there are several issues here but the OP should get his money back asap so needs to take action

Casumo for the UK seems to be dying a death.

 

[Davey86]

I respect that there are several issues here but the OP should get his money back asap so needs to action .

Casumo for the UK seems to be dying a death.

Definitely OP should receive his money I’d be the same if it was me. casumos several issues are becoming a little bit more common and their review should reflect that and the rep should clarify what/if/why/where/how as soon as possible because it shouldn’t happen again to the next player

 

[mack341]

After another two emails sent since closing my account they both say the same:

"As previously explained, we are unable to send your remaining balance untill your source of wealth verification has been complete.
Kindly send the requested documents at your earliest convieniece"

It is incredibly frustrating, and their smug replies are only going to increase the stress and annoyance, if you can hold on I think you'll get your money in the end via the PAB or adr. It's easy to think they're getting some sort of vindictictive pleasure in being a PITA and causing you this worry and stress.

They're clearly not accepting/following the written guidance/rules on this matter, in the end they will have to otherwise the ukgc rules aren't worth the paper they're written on, which is something you could raise with your mp after complaining to the ukgc that one of their regulated casinos isn't following the issued guidance and holding your money to ransom.

 

[EkJR]

Who in their right mind would send an online casino a copy of his parent's mortgage agreement or proof that the mortgage has been paid up this is laughable madness, these kinds of 3rd party documents would be something left up for the appropriate govt authorities to look into once a case is referred to them surely?

I can't believe the ukgc were that stupid to expect people to provide this level of private info to a casino, some of the casinos must be misinterpreting the guidance and their role and by coincidence only when you have requested a withdrawal never at a deposit transaction or after a withdrawal.

Could IAM not approach the adr or is it best to wait for the PAB and do that first? Be interesting to have Max's analysis as he tends to stick to the letter of the law, it might shine a light on this issue for future cases.

The thing is this is not a UKGC directive in any way shape or form. Yes they ask casinos to do SOW but this is beyond that, this is a policymaker at Casumo who has come up with this major enhancement. It's also against data protection rules as well I have to add.

The UKGC and the CMA also state that this type of request cannot hold up any withdrawal. I'd report this all to them and see what happens. Its absolutely shocking stuff.

 

[mack341]

The thing is this is not a UKGC directive in any way shape or form. Yes they ask casinos to do SOW but this is beyond that, this is a policymaker at Casumo who has come up with this major enhancement. It's also against data protection rules as well I have to add.

The UKGC and the CMA also state that this type of request cannot hold up any withdrawal. I'd report this all to them and see what happens. Its absolutely shocking stuff.

But was the guidance written in such a way that it left some things to interpretation, of what could and could not be requested from consumers.

If it's clear cut going against the ukgc rules, he should be able to phone ukgc up and get action, but I bet it's not that straightforward. It should be and I hope it is, but it feels to me that the consumer is left in no man's land for weeks on issues like this; and that can only be a failing of the regulator, only they have the power to stop casinos from routinely doing these withdrawal shenanigans.