Casumo totally wrong information!

[Deeplay]

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)

 

[cncas2123]

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)

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.

 

[Deeplay]

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.

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.

 

[goatwack]

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.

To be fair to them, they did lock your account for a week. Of course the additional 23 weeks were a bit overkill!

 

[cncas2123]

To be fair to them, they did lock your account for a week. Of course the additional 23 weeks were a bit overkill!

Its all my fault - funny enough the missus tells me that all the time!!!

 

[itsover2014]

Exactly the same happened to me earlier this year.

I just went with it as I didn't overly like em anyway

 

[spintee]

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

 

[CraiGDaniel]

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.

 

[goatwack]

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!

 

[spintee]

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,

 

[Casumo Casino]

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

 

[Deeplay]

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

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

====================

 

[Deeplay]

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

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

 

[t4llek]

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

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 cool stuff

 

[Casumo Casino]

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

 

[goatwack]

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

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

 

[Deeplay]

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

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

But thank you for your follow up email

 

[michielm1]

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)

 

[Casumo Casino]

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

 

[spintee]

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

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

 

[Jono777]

Today's offer pissed me off as well Tez, probably THE MOST HATED GAME for me EVER made.

Crap Provider, Crap paytable, crap returns and reminds me of a game show hosted by Alexander Armstrong!

Today's depo would have been heading their way but guess I'll have to hope someone else e-mails before I'm ready to roll!

Very disappointed in the offers from Casumo of recent times, I have shown a good degree of loyalty for a low roller / limited budget and used to have respectful offers sent to reward that loyalty.

Now all I get is Spinions spins, some crappy Play N Go slot or Starburst or that BS they sent today on the Explosivo nonsense.

 

[spintee]

Today's offer pissed me off as well Tez, probably THE MOST HATED GAME for me EVER made.

Crap Provider, Crap paytable, crap returns and reminds me of a game show hosted by Alexander Armstrong!

Today's depo would have been heading their way but guess I'll have to hope someone else e-mails before I'm ready to roll!

Very disappointed in the offers from Casumo of recent times, I have shown a good degree of loyalty for a low roller / limited budget and used to have respectful offers sent to reward that loyalty.

Now all I get is Spinions spins, some crappy Play N Go slot or Starburst or that BS they sent today on the Explosivo nonsense.

If you think thats bad than check out the new way there offer free spins depending what level your at, Take note that todays email did not include any free spins, Just deposit spins

Here is the kicker,

Game Spinions Take a look at the table below guys, Thats right a MASSIVE 2 Euro worth of spin or extra 1Euro for middle tier or another extra Euro for top tier so thats either 1 or 2 Euro extra for all the loyalty you have shown them, Is there any point of the levels?

For instance yesterday casinoroom game 100 free spins on motor head for £10 depo, now thats an offer

20 Free Spins in Spinions (Planet Odd: level 1-60) 2 euro 20% if depo min, less % if depo more

30 Free Spins in Spinions (Beetlejuice: level 61-120) 3 Euro 20% if depo min, less % if depo more

40 Free Spins in Spinions (Gabbagamma: level 121-180) 4 Euro 40% if depo min, less % if depo more

 

[Jono777]

Aw man, didn't realise the Casino Room offer only needed £10 or would have done it

Deleted email now and I'm guessing it was yesterday only as well

That Casumo offer is shockingly bad, from a casino which was my No1 and making a strong case to do well in this years Meister Awards they seem to have turned around and started walking back in the opposite direction.

I am high up in the levels due to previous heavy activity so would get the 40% based offer but still wouldn't consider it on that crappy piece of shit game (all QS games have shite pay-tables, why they are popular I will never know )

Got an SMS last Friday from Casumo due to small screen on phone, Until i fully opened message I could only see 'We have missed you....'

'Great a freebie to try and get me depositing again' I thought - Nope some shitty deposit based FS offer....again!

Edit: No email from Casumo for me. Guessing I ragged their Rhino a bit too much

 

[lotusch]

I play now and then at Casumo and never had issues with them but indeed the promotions and "special offers" are a laugh.
Sometimes when I gain a level I have 3 free spins available at min bet.
In the beginning I would get often a free chip or free spins but now I only get e-mails with a new valuable WHEN I make a deposit.
And those valuable do not really weigh against the deposit so I never take them really.

 

[spintee]

I play now and then at Casumo and never had issues with them but indeed the promotions and "special offers" are a laugh.
Sometimes when I gain a level I have 3 free spins available at min bet.
In the beginning I would get often a free chip or free spins but now I only get e-mails with a new valuable WHEN I make a deposit.
And those valuable do not really weigh against the deposit so I never take them really.

Yep in the same spot as you, Shows how much loyalty pays off, Yes there a good site, No problems, quick pay, Rep on hand, But they promo's, Arhhhh


But to top it off they come with a bloody wager lol, a wager on 3 - 5 spins at 10p a pop, I am not playing games with sites that do this, They lost a lot of custom from me along with alot of other sites, I do play there occasionally but not like I used too,