Casumo Source of Wealth issues

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
Well. I got a response from the Gambling Commission. Essentially, they don't care about how Casumo handled this Source Of Wealth mess. See below. (Any bold text is added by me.)

Thank you for contacting the Gambling Commission again about Casumo operating under the licence of Casumo Services Limited on 22 July 2020.

You originally contacted us on 7 July 2020. My colleague redacted responded to you on 22 July. You have since come back and advised you have now been verified and received your money. However, you have come back saying that your concerns are not that you had to supply the documents but that they won’t process any withdrawals until these documents are provided. You attached evidence of this. You are also concerned that a player is still able to deposit even though they won’t pay out. I note however from their attachment that they do say that if they don’t receive the documents, they would need to suspend your account. This of course would then prevent you from being able to deposit and gamble. You are also concerned at the excessive time it takes them to review documents once you have submitted them. You also refer to the issue being widespread for players based in Great Britain by checking sources such as Twitter and TrustPilot. You believe therefore they are doing all this mainly to delay processing withdrawals rather than because of any genuine concerns over source of wealth.

Firstly, as previously advised, I must advise you we are a Regulator not an Ombudsman. This means we cannot get involved in individual customer disputes as it is not within our legal powers to do so.

I can advise however that all gambling operators are required to carry out checks such as affordability (i.e. can a customer afford what they are gambling with). They should also verify the source of those funds to ensure they have not come from the source of crime. This is so they can comply with anti-money laundering legislation. As part of these checks they may also ask for documents to confirm your name, address and date of birth. The law does not state at what point they should do these checks however. It is not uncommon therefore for gambling operators to sometimes do these at the time a customer tries to withdraw funds.

Gambling websites may therefore also ask for sight of the cards used to deposit. This is to ensure the person who has the Account with them is also the legal owner of the funds in the bank account making the deposits and who they should pay any monies to. They can also ask for Bank Statements (with no information blanked out). They may also ask for wage slips (or proof of pension, benefits payments, tax returns), proof of inheritances, proof of house and car sales, proof of savings / investments etc. In addition, if a customer’s bank statement shows funds going into their account from others, they may also want to see that other person’s financial documents also. This is to check that their funds have not come from the source of crime.

They are quite entitled to ask for documents and you would have agreed to this when you signed up and ticked that you had read and agreed to their Terms and Conditions. The legislation does not require them to do these checks before first allowing someone to deposit and gamble. It would be responsible for them to do so however if someone is trying to deposit and gamble large amounts of money straight away. The legislation also does not tell gambling operators what documents they can and cannot accept. It is therefore up to each operator to make their own business decision as to what documents they will and will not accept. We would however expect their requests to be reasonable. We would also expect that customers are not subjected to excessive delays after providing what has been asked for.

You should be able to find details of the documents that an operator may request within the Terms and Conditions on their website.

If you cannot provide the documents requested by the operator, they may freeze/suspend your account until you can supply what they have asked for.

If they are still allowing you to make further deposits and gamble in the meantime however, then there should be no reason for them to delay your withdrawal. This is because if they are happy to continue taking money from you and letting you gamble, despite asking for documents, then they cannot also say they are concerned about your name, address, date of birth, affordability or source of funds.

If therefore you still have concerns about any of the issues you raise, then you will again need to raise this with them in accordance with their formal complaints process and see what response you get to the points raised. You can find their complaints process in their Terms and Conditions on their website.

If you are not happy with their final decision, you can contact their chosen
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(ADR). This is an impartial adjudication service which is free of charge. You can find details of the nominated ADR in the complaints process. The ADR will ask you to exhaust the complaints process before taking your complaint to them. They may ask for a “deadlock” letter as evidence of this. 

However, if after you have gone through the complaints process, you remain unsatisfied with the outcome of your complaint, then you can provide us with copies of all the formal complaint correspondence you had with them. This should include their final response with the outcome of your complaint. All you will receive from us though is an acknowledgement.

Our regulatory role is to look at potential licence breaches, so we will then look to see if they have failed in the terms of their licence objectives with us. Further information about our regulatory process can be found
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.

If an investigation does take place, it would not be based on any individual consumer’s complaint/s. Our investigations are based on the complaints received by all consumers collectively and on information from various other sources. From this, we identify trends in relation to complaints that we have received. Where we have multiple complaints and information from other sources about the same issues or in relation to the same operator, this may result in an investigation taking place. Our investigations are purely regulatory and concentrate on an operator’s internal processes. They do not take place to get money back for customers. As a result, we are not able to provide consumers with any information as regards any investigations that may be taking place. However, any action we take against any company licensed by us will be shown against them on our Public Register in due course.

Thank you for bringing this matter to our attention. We have made a record of your complaint against the gambling business. We cannot become involved in your complaint, but this information helps us in our ongoing work to drive up standards within the gambling industry.  

Essentially, they seem to have ignored my concerns that they only ask for SOW at the point of withdrawal rather than deposit, and the fact that they invite users to continue to deposit when they may choose not to pay out if they're ultimately not happy with your docs is irrelevant to any responsible operating issues.

Which must be a relief to any shithouse operators out there.
 
Casumo is Reviewed at Casinomeister:

aceking123

Paleo Meister (means really, really old)
Joined
Mar 4, 2008
Location
uk
Well. I got a response from the Gambling Commission. Essentially, they don't care about how Casumo handled this Source Of Wealth mess. See below. (Any bold text is added by me.)



Essentially, they seem to have ignored my concerns that they only ask for SOW at the point of withdrawal rather than deposit, and the fact that they invite users to continue to deposit when they may choose not to pay out if they're ultimately not happy with your docs is irrelevant to any responsible operating issues.

Which must be a relief to any shithouse operators out there.

Cheers for that Dan interesting read.
Seems online is clearly doomed with the vagueness of ukgc, they need to address what is acceptable not leave I gaping void for the casinos & it should be now mandatory that casinos should not take a single penny without these docs I'd etc etc, this should sort at least 50% of the market crap out. Casinos left to figure out what they are or not going to accept is purely asking for unnecessary hassle.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Well. I got a response from the Gambling Commission. Essentially, they don't care about how Casumo handled this Source Of Wealth mess. See below. (Any bold text is added by me.)



Essentially, they seem to have ignored my concerns that they only ask for SOW at the point of withdrawal rather than deposit, and the fact that they invite users to continue to deposit when they may choose not to pay out if they're ultimately not happy with your docs is irrelevant to any responsible operating issues.

Which must be a relief to any shithouse operators out there.

This is, I feel, the important part to take from that email.

If they are still allowing you to make further deposits and gamble in the meantime however, then there should be no reason for them to delay your withdrawal. This is because if they are happy to continue taking money from you and letting you gamble, despite asking for documents, then they cannot also say they are concerned about your name, address, date of birth, affordability or source of funds.

I think that makes it very clear Casumo are not operating as per the guidelines, and should be reported by anyone they do it to.
That was something I've mentioned more than once. If they have RG concerns, they should not be taking people's money. If they have AML concerns, they should not be taking people's money. It's as simple as that.

Considering that confirmation from the UKGC then I think they should be put in the pit rather than the grey zone.

@Casinomeister just so you can see the UKGC response.
Lets see if @Louis has anything to say on this.
Why has his name changed from casumo louis to just Louis?
 

pinnit2014

Meister Member
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
They might have changed their policy recently, Mrs had a withdrawal that was paid by them at the same time a SOW came in. Then said the account was locked to 360 or so quid but if you went to deposit it wouldn’t let you.
 

Ch slots

Newbie member
Joined
Jul 11, 2020
Location
Manchester
Well. I got a response from the Gambling Commission. Essentially, they don't care about how Casumo handled this Source Of Wealth mess. See below. (Any bold text is added by me.)



Essentially, they seem to have ignored my concerns that they only ask for SOW at the point of withdrawal rather than deposit, and the fact that they invite users to continue to deposit when they may choose not to pay out if they're ultimately not happy with your docs is irrelevant to any responsible operating issues.

Which must be a relief to any shithouse operators out there.
 

Ch slots

Newbie member
Joined
Jul 11, 2020
Location
Manchester
Hi how long did it take to do these checks? I deposited on Friday because they gave me 100% bonus, so I deposited a £100 to match and instantly was hit with a sow request.
I have a £2500 withdrawal waiting to be processed and live chat has been demolished to a crap talk and wait. I waited 12 hours on Friday for a reply . I used to love this site they was always on the ball with everything.
 

pinnit2014

Meister Member
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
Hi how long did it take to do these checks? I deposited on Friday because they gave me 100% bonus, so I deposited a £100 to match and instantly was hit with a sow request.
I have a £2500 withdrawal waiting to be processed and live chat has been demolished to a crap talk and wait. I waited 12 hours on Friday for a reply . I used to love this site they was always on the ball with everything.

Odd, i thought they had stopped that as last time they sow'd me but processed the w/d first of all. Mine was only for only a 150 quid but that shouldn't make a difference.

So now they're luring folk in with offers and then SOW'ing if they win from said offer?

If that's true the grey zones probably being too kind on them.

On Linkedin they seem to like preparing food for staff - probably accounts for why you can hardly get them online.
 

Pugros

Newbie member
Joined
Jul 3, 2020
Location
UK
Hi how long did it take to do these checks? I deposited on Friday because they gave me 100% bonus, so I deposited a £100 to match and instantly was hit with a sow request.
I have a £2500 withdrawal waiting to be processed and live chat has been demolished to a crap talk and wait. I waited 12 hours on Friday for a reply . I used to love this site they was always on the ball with everything.
I think it was a couple of weeks in the end for me. Sow was still never completed as they wanted me to get my accountant to put documents together for them and sign them. I refused to pay for this given what they already had so they closed my account .
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
Cheshire
I think it was a couple of weeks in the end for me. Sow was still never completed as they wanted me to get my accountant to put documents together for them and sign them. I refused to pay for this given what they already had so they closed my account .
:laugh::laugh::laugh: an accountant involved just to be able to play slots. Holy moly, what the hell are Casumo smoking? No wonder you refused.
 

Pugros

Newbie member
Joined
Jul 3, 2020
Location
UK
Yeah, it was getting a touch silly, as a UK contractor I understand that my payslips and income breakdown are not exactly normal but the level of detail they wanted was getting stupid, I'm not providing them the same level of documenation that I give my accountant for end of year calculations and company books.

Plus the fact they they kept allowing me to deposit (not that I did) while spouting the line about needing proof of where my income came from.

Anyway, account closed and not sure I'll try any more online casinos if this level of SOW is the new norm, can just pop into a real one at some point if I want to.
 

TheSchwad

Full Member
Joined
Oct 24, 2018
Location
Stockton-on-Tees
I've currently getting done for second time in 2 months.
Crazy, I've had the same job for over 20 years so god knows what they think has changed in 2 months. Every time they've done me it's never involved a withdrawal but still frustrating.

As usual my first attempt at bank statement and payslip submission not acceptable (each request gets more specific, bank statement showing pay becomes, must be the last pay, etc why don't they just ask for exactly what they want immeidtaley rather than adding extras on?) and takes 48 hours for response each time.

Doubt I'll get through this time as pay slip is very specific with information that doesn't appear on mine (employers name and issue date, has date of payment but not issue date) and no way can I get a bespoke payslip. So they either accept it or I'm done, its the same style of payslip they accepted last 2 times so we will see.
 

Luckyscouser45

Head honcho
MM
Joined
Aug 13, 2018
Location
No mans land
I've currently getting done for second time in 2 months.
Crazy, I've had the same job for over 20 years so god knows what they think has changed in 2 months. Every time they've done me it's never involved a withdrawal but still frustrating.

As usual my first attempt at bank statement and payslip submission not acceptable (each request gets more specific, bank statement showing pay becomes, must be the last pay, etc why don't they just ask for exactly what they want immeidtaley rather than adding extras on?) and takes 48 hours for response each time.

Doubt I'll get through this time as pay slip is very specific with information that doesn't appear on mine (employers name and issue date, has date of payment but not issue date) and no way can I get a bespoke payslip. So they either accept it or I'm done, its the same style of payslip they accepted last 2 times so we will see.
Wankers of the highest order this shower hope they get shut down like genisis
 

TheSchwad

Full Member
Joined
Oct 24, 2018
Location
Stockton-on-Tees
Well it's happened, they refused both. I've sent one last email to explain that I cannot give them what they ask, something so simple, but impossible, my pay stament comes with a certain level of information on them and I cannot get a bespoke one created that shows employers name and issue date. There are 200,000 other people who get the same pay slip and contains the right amount of information to get a mortgage, loan and many other things, so why do Casumo need extra simple, (and obvious) special information? I'd have to conclude they don't want me as a customer.

I'm 99% certain the UKGC do not require this extra information, I've done SoW at 5 others casinos over the years, and providing you can prove you have a regular wage, all is good.

If people wonder why I still played there, its because the reel races have been good to me, won over £10k in past 20 months. And I had collected many coins on the Quickspin games that can be cashed in to buy bonuses. Thankfully I cashed them in recently so have no real need to hold onto account now.
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
Cheshire
Well it's happened, they refused both. I've sent one last email to explain that I cannot give them what they ask, something so simple, but impossible, my pay stament comes with a certain level of information on them and I cannot get a bespoke one created that shows employers name and issue date. There are 200,000 other people who get the same pay slip and contains the right amount of information to get a mortgage, loan and many other things, so why do Casumo need extra simple, (and obvious) special information? I'd have to conclude they don't want me as a customer.

I'm 99% certain the UKGC do not require this extra information, I've done SoW at 5 others casinos over the years, and providing you can prove you have a regular wage, all is good.

If people wonder why I still played there, its because the reel races have been good to me, won over £10k in past 20 months. And I had collected many coins on the Quickspin games that can be cashed in to buy bonuses. Thankfully I cashed them in recently so have no real need to hold onto account now.
At this rate they'll soon have no UK customers left to perform SOW on...
 

goatwack

Get dunked, big buns!
Joined
Aug 29, 2012
Location
Londonia
Are they even sticking around long-term in the UK market, or are they winding down their operations here?

The way they're conducting themselves smacks of ultra-cautious fine-avoidance, with the added perk of spiting their UK userbase
 

TheAddict

Ueber Meister
Joined
Jan 9, 2013
Location
Kent
Well it's happened, they refused both. I've sent one last email to explain that I cannot give them what they ask, something so simple, but impossible, my pay stament comes with a certain level of information on them and I cannot get a bespoke one created that shows employers name and issue date. There are 200,000 other people who get the same pay slip and contains the right amount of information to get a mortgage, loan and many other things, so why do Casumo need extra simple, (and obvious) special information? I'd have to conclude they don't want me as a customer.

I'm 99% certain the UKGC do not require this extra information, I've done SoW at 5 others casinos over the years, and providing you can prove you have a regular wage, all is good.

If people wonder why I still played there, its because the reel races have been good to me, won over £10k in past 20 months. And I had collected many coins on the Quickspin games that can be cashed in to buy bonuses. Thankfully I cashed them in recently so have no real need to hold onto account now.

Naturally, I agree that the way they handle their SOW is ridiculous.

I dont know entirely how those reel races work, but since you've been consistantly doing well on the races, is it possible they are trying to make absolutely sure you are not part of some syndicate group that might be taking advantage (if possible) of how those races work? Assuming of course, that it would be worthwhile to do so. (This is not an accusation ;) )

Stolen from casinogrounds: "There are reel races which allow the player (you) to pick any game"
"An example of such strategies comes from the slot Vikings Runecraft. Here thanks to the game features players can trigger different types of points boosters that will propel then towards the leader-board."
 

Ch slots

Newbie member
Joined
Jul 11, 2020
Location
Manchester
I think it was a couple of weeks in the end for me. Sow was still never completed as they wanted me to get my accountant to put documents together for them and sign them. I refused to pay for this given what they already had so they closed my account .
Hi I mean seriously what takes 3 days to look at two documents and also it says upto 72hours for a withdrawal to be processed may take longer casumo have fallen way behind nowadays but I get the feeling they might drag this out. casumo should definitely ask for these docs pre deposit and I’m sure these would be looked at straight away
 

Ch slots

Newbie member
Joined
Jul 11, 2020
Location
Manchester
Well it's happened, they refused both. I've sent one last email to explain that I cannot give them what they ask, something so simple, but impossible, my pay stament comes with a certain level of information on them and I cannot get a bespoke one created that shows employers name and issue date. There are 200,000 other people who get the same pay slip and contains the right amount of information to get a mortgage, loan and many other things, so why do Casumo need extra simple, (and obvious) special information? I'd have to conclude they don't want me as a customer.

I'm 99% certain the UKGC do not require this extra information, I've done SoW at 5 others casinos over the years, and providing you can prove you have a regular wage, all is good.

If people wonder why I still played there, its because the reel races have been good to me, won over £10k in past 20 months. And I had collected many coins on the Quickspin games that can be cashed in to buy bonuses. Thankfully I cashed them in recently so have no real need to hold onto account now.
Whatever happened to data protection? Nowadays casinos want to no the last time we took a shit
 

johnnymcc1966

Senior Member
Joined
Dec 12, 2017
Location
United Kingdom
This is an absolute pain in the arse and one which basically stops me playing at certain casinos. I have no source of wealth because its my wife that is the breadwinner and I cannot even claim benefits due to our household income being above any threshold. I have some savings but I am not showing any casino my bank account so they can go an penetrate themselves with a rusty pitchfork. While I agree with some what the UKGC is doing,no bonus buys for example this SOW is just a load of crap and making it difficult for some people to simply do what they want with their own cash. The people who should be being cracked down on are the casinos rather than punishing players.
 

danofthewibble

Senior Member
Joined
Jan 2, 2018
Location
UK
Took a couple of weeks for them to approve mine. See my earlier post however - the UKGC have confirmed SOW should not be used to delay withdrawals. If they’re still doing it, you need to complain to them or start a PAB here.
 

Ch slots

Newbie member
Joined
Jul 11, 2020
Location
Manchester
Took a couple of weeks for them to approve mine. See my earlier post however - the UKGC have confirmed SOW should not be used to delay withdrawals. If they’re still doing it, you need to complain to them or start a PAB here.
Good morning I got them on chat several time’s a day to hurry them up, and last night they completed it all but my withdrawal is still pending . I totally agree that the withdrawal is nothing to do with what they was asking for, seems a little shady from a reputable casino to do this. I will update when the withdrawal is processed ( more nagging involved is due)
 
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