Resolved Extremely Frustrated at Casumo

[Louis]

Hello,

I have indeed been away, so sorry for the late response.

When it comes to MasterCard it's a bit tricky depending on country. At the moment we only offer MasterCard withdrawals to the following countries:
Sweden, UK, Denmark, Germany, Netherlands, Spain, Gibraltar, Ireland Luxembourg, Malta, San Marino and Switzerland.

I'm happy to hear that the situation got solved and I'm sorry that this became a hassle for you.

 

[Wondah]

@CasumoLouis and why is it that the “lock withdraw option” has disappeared for a lot of people but not for everyone?

 

[AnnaTS]

@CasumoLouis and why is it that the “lock withdraw option” has disappeared for a lot of people but not for everyone?

Does it not show up when you click history and click the withdrawal you want to lock, It's what me and my mum have been doing.

 

[oslopoker]

I have tried that,but i cant find it.
Remember,their support told me that the lock withdrawal option was taken away
Weeks ago due some technical problems.

 

[Wondah]

I always had the option to lock a withdraw, but the option is gone for weeks now.


Agent Casumo-Aino

( 13s ) Casumo-Aino: Welcome to Casumo! You're now chatting with Aino
( 51s ) steven: Hi Aino i cant find the lock withdraw button anymore, can you help me please
( 1m 29s ) Casumo-Aino: Hello there
( 1m 45s ) steven: Hi
( 2m 8s ) Casumo-Aino: We are working on improvements to our withdrawal page, and at least for the time being, the lock function won’t be available I am afraid.
( 3m 20s ) steven: okay but that is not really true, because you are saying this for weeks now and i'm a member of casinomeister forum and for a lot of other people the lock button is still in place.
( 3m 54s ) steven: there is even a topic about it
( 4m 4s ) Casumo-Aino: I can’t see any information on other accounts for you I’m afraid, I hope you understand.
( 4m 23s ) Casumo-Aino: Is this something you use often? It’s great to get this feedback from you and get to know what you like.
( 4m 32s ) steven: okay no problem, can you lock my withdraw for me?
( 5m 0s ) steven: what do you mean? other accounts? use often?
( 5m 41s ) Casumo-Aino: Unfortunately I can not lock the withdrawals either, I am afraid. But we will process all pending withdrawals as soon as possible!
( 5m 55s ) steven: im talking about the lock withdraw button that it is a lie, because there are a lot of other people who can still lock their withdraws

After that chat i made a withdraw and closed my account.

 

[colinsunderland]

@CasumoLouis perhaps you could comment on why you seem to have removed the lock button for some and not others?

 

[Wondah]

I think the answer is easy.

The people that reversed a withdraw before have their “withdraw lock” removed because it costs the casino money.

And the others that never reversed them can keep the lock because they don’t need it.

it doesn’t look country based because there are people in the uk with and without the future.

I am top level 180 and saw someone here also top level who still could lock a withdraw.

I had the option before and it istaken away, so not only new or old accounts.

So there is one explanation left and that is that the future is removed from players that needed it.

Maybe post this in @CasumoLouis his own thread to receive no answer?

 

[EkJR]

UK need to start insisting that all operators have a lock withdrawal function in place and clearly defined methods of deposits and withdrawals before anything is done. I don't mean its hidden away on page 167 of their T&Cs. It should be standard for all operators as we just see issues like this crop up all the time.

 

[oslopoker]

I think the answer is easy.

The people that reversed a withdraw before have their “withdraw lock” removed because it costs the casino money.

And the others that never reversed them can keep the lock because they don’t need it.

it doesn’t look country based because there are people in the uk with and without the future.

I am top level 180 and saw someone here also top level who still could lock a withdraw.

I had the option before and it istaken away, so not only new or old accounts.

So there is one explanation left and that is that the future is removed from players that needed it.

Maybe post this in @CasumoLouis his own thread to receive no answer?

So how come ,Casumo support has told severall customers and CM members that they have removed the lock withdraw option, to find a better technical withdrawal lock..........Why do they lie to us ???

For me this lock is very important,because of my lack of patience and disipline. When I after my winnings make a withdrawal i hope to receive it as fast as possible. A couple of months ago i always contacted live chat and they processed it immediatly. I loved them for helping so fast.
What the h.....ll has happened to this great Casino. Now i stick to Betsson,Bitstarz and Guts....why ? Because i receive my withdrawals instantly and can really celebrate and enjoy the winnings.
At Casumo they have told me severall times the last 2 months that it takes 24-72 hours before they are able to process my withdrawal. And meanwhile it is pending and reversable. My last 3 withdrawals was approved and processed exatly 24 hours after i withdrew it. I hate it and that ruins a lot of my happiness around winning.

 

[AnnaTS]

I can confirm the lock withdrawal was there yesterday because my mum withdrew £300 and we always lock them.

Anyone know why they removed the Beetlejuice megaways slot, It was there last week because we played it but couldn't find it yesterday ?

 

[Louis]

I love how off topic it gets in these forums

The lock withdrawal function has indeed been removed for some players. It's a choice made internally and I can only quote my wonderful colleague Aino on this one.

"We are working on improvements to our withdrawal page, and at least for the time being, the lock function won’t be available I am afraid."

 

[aodat2]

I love how off topic it gets in these forums

The lock withdrawal function has indeed been removed for some players. It's a choice made internally and I can only quote my wonderful colleague Aino on this one.

"We are working on improvements to our withdrawal page, and at least for the time being, the lock function won’t be available I am afraid."

What is the criteria for getting it removed? Why is it done for some and not for others?

Are you discriminating?

 

[oslopoker]

I look forward to read Casumo-Louis answer to you question.

I would also appreciate if he can explain the minimum 24 hrs- 72 hours pending withdrawal.(I have been on level 180 about 6 months ) Louis, you have severall times helped me,withdrawals instantly approved and Super service.Thank you.

What happend ? You are loosing loyal customers daily. I cant understand why you
turned a top 5 best online casino,into a sinking ship.

 

[aodat2]

I look forward to read Casumo-Louis answer to you question.

I would also appreciate if he can explain the minimum 24 hrs- 72 hours pending withdrawal.(I have been on level 180 about 6 months ) Louis, you have severall times helped me,withdrawals instantly approved and Super service.Thank you.

What happend ? You are loosing loyal customers daily. I cant understand why you
turned a top 5 best online casino,into a sinking ship.

I am sure he will not reply to my question because no matter how he explains it is still considered discrimination.

@CasumoLouis can you answer my question and show a very compelling evidence that it is not discriminatory in nature?

 

[colinsunderland]

I love how off topic it gets in these forums

The lock withdrawal function has indeed been removed for some players. It's a choice made internally and I can only quote my wonderful colleague Aino on this one.

"We are working on improvements to our withdrawal page, and at least for the time being, the lock function won’t be available I am afraid."

What improvements are you making, it was pretty simple and can't really think of any improvements you could make? Surely if you are changing something you do it in beta then roll it out, not just remove part of your responsible gambling controls. Anyone cynical might think it was either targeted at customers who have reversed previously, or in an attempt create more reversals.

What is the expected ETA for the 'improvements', as it sounds as they have been ongoing for months now, you might like to think about getting some new dev teams if it takes them this long to make a change to one page on the site.

 

[Louis]

I'm sorry guys, but that is all the information I have.

 

[colinsunderland]

@LadyJelena @Casinomeister should the review not be changed for casumo now? They payouts regularly take over 24 hours, although some are fast, the review states 0-5 hours, and it states they have a lock withdrawal, which clearly they don't for a lot of customers.

 

[colinsunderland]

@pereblue I'm getting not available on this review too?

 

[pereblue]

Hey @colin

@pereblue I'm getting not available on this review too?

View attachment 129813

this is the reason you're getting this: Affiliates Instructed to Cease Promoting Casumo to the UK – Casinomeister

 

[aodat2]

Hey @colin

this is the reason you're getting this: Affiliates Instructed to Cease Promoting Casumo to the UK – Casinomeister

However their rating should totally be given a review...

 

[Wondah]

I have my own “withdraw lock”, made a withdraw on Monday, and self excluded for 6 months right after.

Withdraw was paid just 5 min ago, and will vote with my wallet.
Was top level at casumo, deposited here every day multiple times and only made 2 withdrawals at this casino.

What a shame this casino and mr. Louis...

 

[pinnit2014]

Only two withdrawals, despite level 180 or whatever the top is?

 

[Wondah]

Yes LoL, that’s also a shame. Haha

 

[pinnit2014]

Surprised you could find the withdrawal button then, never mind the lock one

 

[Casinomeister]

However their rating should totally be given a review...

There are two ratings. The CM rating is based on a mathematical formula which is outlined here:
Casino Reviews: Rating System Explanation – Casinomeister

The other rating is "User" or Meister Minions - this is based on their opinion. Meister Minions can rate the casinos on the rating section of the private Meister Minion forum. I try to update these on a weekly basis.

This is the importance of the Meister Minions - to keep our reviews and ratings as accurate as possible.