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Casumo totally wrong information!

Discussion in 'Online Casinos' started by Deeplay, Jul 31, 2016.

    Jul 31, 2016
  1. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    Right unless something has changed with the UKGC this is what I have just been told by CS on casumo.

    Around 3 weeks I asked to take a break , i do this often along with deposit limits. I never now use SE. I have the email from casumo
    where they replied confirming my account is closed until the end of this month. Have done it before never an issue.

    Today asked for the account to be reopen he comes back to tell me your account is SE for 6 months. Told him I never
    asked for SE, and even have the email with casumos reply as proof. He then said sorry but the UKGC states that
    SE and TAB are seen as the same thing. And that even though I requested a short break (TAB) they are required
    by law to close the account for 6 months. Told him this is incorrect. So be warned if you TAB on casumo for none gambling related
    issues even for a few days they will now see this as SE and close your account for 6 months.

    Personally not fussed by it they are other casinos to play at. But there interpretation of the requirements is wrong as far as the UKGC goes
    (as far as I know)
     
    4 people like this.
  2. Jul 31, 2016
  3. cncas2123

    cncas2123 Senior Member MM

    Occupation:
    Manager
    Location:
    Belfast
    Same thing happened with me at Casumo last year, was going on holiday, didnt want to be tempted to log in via my ipad while i was away, so asked chat to lock my account for a week, they said yes no problem, we can do that ( it was CasumoJack who i was on chat with), logged in 2 weeks later only to be told the minimum they can lock an account for is 6 months, so tough!! Again it was CasumoJack i was chatting with.
     
    2 people like this.
  4. Jul 31, 2016
  5. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    Yep same here done it 2 times this year without problem when i was away on hols. And the other week when I mailed them they confirmed all was set to the end of the month. Anyway nothing to be done but I have defended casumo in the past as one of the casinos that although does not have in built responsible gambling settings as you have to email support , there is clearly a flaw in this system! If as with other casinos it is online such as videoslots / royal panda to name but a few then its down to the player to choose TAB or SE and if we click the wrong setting tough luck our fault. But there is a clear mix up here which is a failing in the system. As casumo has no page where you can limit your own deposits ect - you always have to go through support. Not good.
     
    2 people like this.
  6. Jul 31, 2016
  7. goatwack

    goatwack Praise the Sun! CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    To be fair to them, they did lock your account for a week. Of course the additional 23 weeks were a bit overkill! :(
     
    3 people like this.
  8. Jul 31, 2016
  9. cncas2123

    cncas2123 Senior Member MM

    Occupation:
    Manager
    Location:
    Belfast
    Its all my fault - funny enough the missus tells me that all the time!!!
     
    4 people like this.
  10. Jul 31, 2016
  11. itsover2014

    itsover2014 Experienced Member

    Occupation:
    NA
    Location:
    United Kingdom
    Exactly the same happened to me earlier this year.

    I just went with it as I didn't overly like em anyway
     
  12. Aug 1, 2016
  13. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I can see where they are coming from but its bull shit, Why do they have to insist the take a break is SE? Look at alot of sites you can personally DIY take a break / Cool Off, Some body is talking pork pies here,

    Here is a great example of DIY cool off


    ©spingenie

    Casumo totally wrong information!: COOL.JPG,Aug 1, 2016
     
    2 people like this.
  14. Aug 1, 2016
  15. CraiGDaniel

    CraiGDaniel Senior Member

    Occupation:
    Nightclub Bouncer
    Location:
    United Kingdom
    This is just Casumo being overly cautios (can you blame them?) however they should be informing at the time of TAB that there is a minimum term that they enforce.
     
  16. Aug 1, 2016
  17. goatwack

    goatwack Praise the Sun! CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    Looks like a lot of casinos have misinterpreted the new legislation or not passed the correct information onto their staff. Self-exclusion and Taking a Break appear to be lumped under the same category.

    Either that or their serving out warnings to players not to exercise the TAB facility for fear of having one's account locked. We will take as long as we want to process your reversible withdrawal, taking TAB shortcuts is no longer allowed! :eek:
     
    1 person likes this.
  18. Aug 1, 2016
  19. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    Do you think that the casinos are thinking too many people are withdrawing than taking a weeks break so they DO NOT reverse, so instead of doing the the respectable thing and allowing this they are playing a funny game and SE players hopeing the word will get about so people do not do it?

    Or they just have not got a clue about what the SE / take a cool down is, Or just a combination of what they can be bothered with at the time?

    In reality its not so much looking after a player and being responsible when if a player does SE due to gambling problems than there is a million other sites they can play at,
    If the U.K government was that bothered I think they could of easily implement a system them self's so all casino can cross reference, I mean there raking in the cash now and so far all they seem to have done is slapped a few warnings on sites, Oh and that trouble with 666bet / metroplay I forget now but I think that was only to show an example,
     
    1 person likes this.
  20. Aug 1, 2016
  21. Casumo Casino

    Casumo Casino Official Rep for Casumo

    Occupation:
    Casumo-Ambassadors
    Location:
    Malta
    Hey there guys (and girls).

    At first let me start by telling you that the possibility to set your own limits without speaking to one of our Ambassadors is something we are looking into as we know this is something that would be much appreciated.

    Now regarding your experiences. If we have made a self exclusion instead of a break and this isn't right, please just drop us a new email about it (hey@casumo.com) and we will make sure to revisit earlier correspondence to see if we could make another decision.

    The fact is that sometimes a player might be thinking he is asking for a break when instead the words he writes down makes it into a self exclusion from the Casinos point of view. Now of course we do not want to close out a person from the Casino with whom everything is okay and he doesn't actually want an exclusion, but on the other hand we want to make sure that we help the player who really needs to or has asked to be kept out by not opening an excluded account. And of course any and all regulations regarding exclusions will have to be followed.

    Cheerios!

    //Anton-Casumo
     
    2 people like this.
  22. Aug 1, 2016
  23. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    Hi have forwarded you the orrigional mail to hey @ casumo

    copying here my orrgional email also. And you will see sometimes I do take a break especially when travelling which i do allot of at the moment :)

    -------- sent 10th July ----------

    Hi my account is due to reopen in 3 more days but wish to extend the take a break until the end of this month July 31st

    username xxxxx

    dob 10 xxx 19xx

    please let me know when you have done this many thanks :)

    ====================
     
  24. Aug 1, 2016
  25. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    well just sent the email and go this response : confused as it is now the 1st August ... and i did not request re-open until yesterday 31st july only to be told no way your on SE.
    So god knows lol ... anyway no worrys other casinos to deposit at :cool:

    Greetings,

    Break or exclusion, when you request that we keep it closed for a while we have to honour that and it will stay closed until 31st of July.

    Have a good day onward's.
    Kind regards,


    Glenn
    Casumo Ambassador
     
  26. Aug 2, 2016
  27. t4llek

    t4llek Experienced Member

    Occupation:
    bartender
    Location:
    portugal
    a little off topic, and how about the no heads up on the country resctriction thing? drop me an email or a text no? but whats funny is that one day i could log/play/wd, the next day cloudflare on my ass, but the day after that i get a text with some free spins :D cool stuff
     
  28. Aug 3, 2016
  29. Casumo Casino

    Casumo Casino Official Rep for Casumo

    Occupation:
    Casumo-Ambassadors
    Location:
    Malta
    First of, Deeplay. Looks like we might have lost track of what day we are on in the midst of all these Christmas preparations... I just contacted you to the last email you sent us hoping to clear up the confusion created in your specific case.

    T4llek, you are making a good point that an email notification would have been a smooth move. And about the campaign text, this is something we stop sending when an account is no longer active. If you received one shortly afterwards it will have been because your number hadn't had time to clear and thus unfortunately slipping into a send out list :/. There will be none more. Promises.

    /Casumo-Jenny
     
    1 person likes this.
  30. Aug 3, 2016
  31. goatwack

    goatwack Praise the Sun! CAG

    Occupation:
    Stuntman
    Location:
    Londonia
    Oh no you didn't just mention the 'C' word. Please say it isn't so, it can't be time for Christmas again :machinegu
     
  32. Aug 3, 2016
  33. Deeplay

    Deeplay New World Order CAG mm1 webmeister

    Occupation:
    Works For Self
    Location:
    The biG Eu
    Hi yes got your email thanks and all good. But it does show a failing in your system and the real need to have an automated system in place where the player can set there own limits , TAB or SE without the need to always contact support. As clearly human errors do occur - not so when its in built like almost every other UKGC licensed casinos have. It is something that should be standard these days to have such Responsible gambling tools there on a page giving the player full control. I adjust my deposit limits many times in any given month. And to be honest its now a complete PITA to have to go through to live support each time and actually means I deposit less. With for example Royal Panda / Video slots its all there helps me keep track, helps keep me in control and keeps it fun. Just my 10 cents :cool:

    But thank you for your follow up email :thumbsup:
     
  34. Aug 3, 2016
  35. michielm1

    michielm1 Senior Member mm1

    Occupation:
    teamleader/techical operator
    Location:
    Nederland
    Casumo should do something about the ridiculously heavy running desktop casino and should add much more slots to the mobile platform and stop with those dumb valuables of like 15 spins of 10 cents for a 15 deposit or 50 x 10cents (5€ worth of fs) on a 30 euro deposit (16.67% depositbonus if you get a 100% rtp)
     
  36. Aug 4, 2016
  37. Casumo Casino

    Casumo Casino Official Rep for Casumo

    Occupation:
    Casumo-Ambassadors
    Location:
    Malta
    Deeplay, while your case shows a downside one can see as a result of human error, there are also upsides. These may not appear on public forums just as often though ;). When having a conversation, we are able to ask questions and provide individual information regarding closures and limitations. We also know that we are able to respond and have them set up very swiftly, 24/7. But that being said, having it automated has a great deal of positives to it as well and we are looking to get a solution for this in place.

    Michielm1, about the heavy running platform we are working with fine tuning performance following feedback about this. In regards to adding more games, duly noted and we are not planning on slowing down on mobile site. We are at about 250 games available at the moment and you will see the library growing month by month.
    And on to the always controversial bonus topic. In Sweden there is a saying ”personal taste is like the butt: split”. It's tricky to match all different preferences out there, but we never stop evaluating and coming up with new ideas on how to amazingify this. Stay tuned and I hope we will be able to dazzle you :)

    /Casumo-Jenny
     
    1 person likes this.
  38. Aug 4, 2016
  39. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    I am in agree with michielm1 here, The bonus are pathetic from a players point of view, I love a deposit on the site and always do when got some spare change,
    But take today for example::
    Deposit €10 and get 15 free spins = 15% bonus
    deposit €30 and get 50 free spins = around 17% bonus
    deposit €50 to get 100 free spins in 20% bonus

    Take not that this bonus has to be played on a set machine and comes with a wager requirement, Yes you do get some spins when you circle around to next level but not always, and again it's like 3 - 5 spins at 10 cent a pop,
    Considering this is basically all the offers you give out it is not alot

    As I am in the U.K and signed up when only took Euros it is expensive for me, After the exchange fees I would come out less than if I was playing in £, Which if I do change I will have to start fresh, all games reset, level 0, I know there is probs not much can be done about this.

    I am not knocking the site, I always deposit, I am on level 117 or something and I think I have asked twice was there a deposit bonus and twice I have been given, I ask for nothing but asked the other day as had a few small depos and only had one deposit left,

    I rarely get any errors, the few times I chat to support there been good, and very good pay out time, I would give the spins at higher bet level or at least wager free, Again very good site its just a shame I have to use Euros





     

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