Ntt261290 vs Casumo

[Ntt261290]

So they suddenly wanted to do my SOW since Feb 26. I’ve been very patient and I gave them all information they requested and I’m solid about my documents. After almost two months spinning me around they just stopped reply me for 5 days now. I submitted everything they requested even my family members information but after all they are still not paying me $6000 in my account. I know I’m not the only one has this problem with CASUMO. They treated you nice at first until one day they think this guy is high risk because he won more then he deposited. And they all end up like this. my wife deposited $60000 in her account in 3 weeks nobody say a word but when I deposit $6000 and I won $12000 they suspected me for money Laundering . Tried to open a PDF but it doesn’t help at all when Admin said I need to convince CASUMO that im not money laundering . So why do I need documents for ? Hilarious.
be-careful guys. Stay away form this scam casino and lets spread the words to our friends.

 

[TamingTheBeast]

jesus christ so many issues with Casumo lately. Has anyone ever completed a SOW there?

 

[aodat2]

So they suddenly wanted to do my SOW since Feb 26. I’ve been very patient and I gave them all information they requested and I’m solid about my documents. After almost two months spinning me around they just stopped reply me for 5 days now. I submitted everything they requested even my family members information but after all they are still not paying me $6000 in my account. I know I’m not the only one has this problem with CASUMO. They treated you nice at first until one day they think this guy is high risk because he won more then he deposited. And they all end up like this. my wife deposited $60000 in her account in 3 weeks nobody say a word but when I deposit $6000 and I won $12000 they suspected me for money Laundering . Tried to open a PDF but it doesn’t help at all when Admin said I need to convince CASUMO that im not money laundering . So why do I need documents for ? Hilarious.
be-careful guys. Stay away form this scam casino and lets spread the words to our friends.

I'm not playing high stakes like you guys so I guess SoW is not a problem for me.

However... it would be easy if you could just provide them your Salary Slip or something like that showing that you have that kind of money.

Plus if you want them to reply... why not just login to you Casumo account online and talk to one of the CS staff? I'm sure they will not IGNORE you.

 

[bamberfishcake]

Its not fair that you have not been contacted for 5 days and left to wonder what is going on.

However, considering the current climate, maybe a little more patience is required. 5 days is not long if a company is understaffed and under pressure.

5 days is not long to wait for a reply from anyone.

I hope you get it sorted.

Good Luck!

 

[snorky510238]

Has your wife had to do a SOW check ever?

 

[Slottery]

That really start to sound like a big joke which is not funny at all. Your wife deposit $60k in week with no problems because she didn't request withdrawal or at least not for any big amounts, i assume? Based on number of threads here (it's not one or two, wouldn't make much assumptions if there wouldn't be this many), they seem to check these at least mostly only when you request withdrawal, without that, you can lose a lot money you could have stolen from your work or where ever to feed your gambling addiction.

Usually gameplay also tell a lot if player have some suspicious means, if it looks that you are just slotting and playing like normal players do and then have lucky big hit and withdraw it, it really wouldn't make me to be very concerned about AML regulations, especially if you close the loop and money is coming back to same bank account which was used for deposit (anonymous payment methods like Paysafe or even net wallets are of course higher risk payment methods but here have been many cases where money is coming and going from players bank account, it's not mean that casino don't have to make their SOW checks but risk level is already different). If you play Blackjack or Roulette with very low risk just to wager your deposit once and make withdrawals even smaller amounts than deposit, that's of course also quite alarming. Could continue about these different triggers for long but writing many pages in row would be bit boring, guess all got a point of you assign risk levels to your customers when you monitoring their behavior with risk based approach, seem that this particular operator categorizing most of withdrawing players as very high risk based on their requests...

There are loads of information available about players, all history what they have been doing with you (all transactions, chat/email contacts, gameplay etc...) and when top of that you request player to fill up your questionnaire and attach payslips or other proof that players financial situation from legal sources can support level of spending, that should be enough. Guess big majority of us can have some transfers from friends, family etc.. showing in your bank statement, if i sent to my sister 100 euros as birthday present last year, is it really reasonable to get me connected to her SOW verification? I know they need to be able to know players finances and be able to be judge that there is no reason to think player would do something illegal to fund gambling, but this operators checks are more specific than police financial departements when you get busted for millions of money laundering or not paid taxes etc...

Really Casumo, get some help, from regulators or some consultant (not same onces you have been working now as person is probably from FBI/CIA looking all possible little evidence to find something wrong and start point is that player is quilty, just have to find crime where he/she can be judged). This is not new to you, been happening long time and absurd threads here keep coming up. Are you really in faith that you are only operator who is doing things right and all others are violating AML regulations as they don't always request whole your family finances from last 150 years?

 

[Mr_Slot5]

You could have taken the casino name out of the title and we'd have all have figured who you were on about I think.

That's how notorious they are right now. What's going on??

 

[Slottery]

Casumo is not only operator who has been lost with their SOW and related checks, but many others have improved a lot which seems not to be a case with Casumo. When these SOW:s came part of casino operations (or they have been there long before anyone started to follow them) some casinos made right thing and hired some experts in area to be MLRO, head of compliance or what so ever.

Many of these people didn't of course have any knowledge about online casino business but were more ready to work in some financial institutes where you research people and companies with magnifier and these companies and corporations are "bit" more complex than "Joe the average slot player" and you need to be much more specific with every cent, tax optimization, sister companies and bank accounts in many countries etc..

Making difference in these was (and is it seems) challenging as you have been studied to find out every little detail what some companies really try to hide. Now majority of your research are made for really average people who most don't do any tax planning or optimization, don't opening companies in Bahamas or have secret bank accounts. Many here probably can recall some other operators who were really demanding with their SOW:s when they came but been able to develop to be reasonable, follow regulations and still offer best possible user experience. One head of compliance boss can really make big headache to casinos operational staff and management, if they are not willing to adapt any changes in their practices to make them reasonable to online casino business, these operators do lose at least their VIP:s and highrollers andVIP managers are crying as their numbers are dropping and can be seen in total deposit amounts, there is just really nothing they can do as MLRO/head of compliance is next to god you have to follow to be compliant and avoid your million fines. It's their nature to be extreme strict and careful which is what they do get paid for but adopting new kind of customer base to monitor and research would be quite crucial to operator not to lose their players which is happening in few examples here about Casumo and think many who read these threads think to deposit somewhere else instead.

If you go through stories about casinos who really got big penalties, these failures are something else than "Your income didn't exact support your deposits in July two years ago" or "You need to provide ID and proof from these persons who have transferred you £50-100 one time one and tow year ago". UKGC site have these all with good description and think many don't disagree about these failures, these are just from totally different world than where Casumo have extended their requests.

Pitty as i remember Casumo as really nice place to play and be one of really top casinos but guessing that many think to deposit somewhere else, in case you win big, you can expect huge stress if you can or not comply with their SOW requests which is not part of enjoyable user experience but more like you would play in rogues place (not referring Casumo being one) where you have to be worried every time when you withdraw if they are willing to pay your or not.

 

[The Dude]

So they suddenly wanted to do my SOW since Feb 26. ....

Please remember that you have an active PAB concerning your issue. If you start posting about your problem, you will derail the PAB and we will be forced to reject it. This is in the terms of the PAB that you agreed to when you submitted your complaint.

Please show a little more patience so we can deal with this properly. Thanks!

 

[hhhelllo]

60k and no SOW. When they probably saw a 500$ weekly income on her bank statetement when they asked for verification after her only 100$ Withdrawal reuest for the whole year. Then she reversed and lost it after. 26 days pending because her old sick mothe who transfered her 20$ to buy bread and milk didnt want to give casumo bank statements from her previous life and/or offer her youngest son to the god of SOW.

I would love for to see a group selfie of the awesome casumo team holding blurry IDs next to their honest 60x dep+bonus smile.

Anyone on this forum still there

 

[Playford7]

jesus christ so many issues with Casumo lately. Has anyone ever completed a SOW there?

Yep

 

[The Dude]

jesus christ so many issues with Casumo lately. Has anyone ever completed a SOW there?

You only hear about the ones who are having problems - so I am guessing most of the time it's a non-issue.

In most cases where problems arise, is when the casino isn't getting the docs they need. I know that this is the case with this complaint in the beginning. We are still working on this.

 

[snorky510238]

I have to admit I have made some substantial withdrawals from Casumo in the last fortnight and all went through fine. A good tip I think if you are a UK player (probably any player tbh) is keep your account as simple as possible.

Use one card only. A visa/debit card linked to your bank account. I know I may be tempting fate but I have made hundreds of withdrawals this way with many accredited Casinos (and a few grey ones) and never had a single issue with payment.

 

[SpinUk]

Usual Casumo disgrace. Will anything ever be done about this?

 

[dealer wins]

A good tip I think if you are a UK player (probably any player tbh) is

..... dont go anywhere near Casumo !!!

 

[maxd]

Please remember that you have an active PAB concerning your issue. If you start posting about your problem, you will derail the PAB and we will be forced to reject it. This is in the terms of the PAB that you agreed to when you submitted your complaint.

Please show a little more patience so we can deal with this properly. Thanks!

@Ntt261290 Also, this is not the first time you've been told to read and respect the Player Arbitration Policies and Procedures. I believe I've told you at least twice of the necessity of doing so. Yet you post here, and here, and here. All done well after your PAB was in progress.

Do you want our help or not? If yes, then READ the damn Player Arbitration Policies and Procedures! If not then I'm happy to cancel your PAB and let you fend for yourself.

Please understand, I get that you're having difficulties with the casino and that you are frustrated. Imagine how frustrated I am that you keep saying you've read the PAB Rules, I proceed with the casino on good faith, and then you turn around and piss on the Rules again. WTF!?!

 

[Ntt261290]

I'm not playing high stakes like you guys so I guess SoW is not a problem for me.

However... it would be easy if you could just provide them your Salary Slip or something like that showing that you have that kind of money.

Plus if you want them to reply... why not just login to you Casumo account online and talk to one of the CS staff? I'm sure they will not IGNORE you.

They Locked my account since Feb 26. Everytime I contacted live chat they say they don’t have power to look into this matter. Only payment team can see and they are not available. Same speech everytime.

 

[The Dude]

They Locked my account since Feb 26. Everytime I contacted live chat they say they don’t have power to look into this matter. Only payment team can see and they are not available. Same speech everytime.

Ok - do you want us to discard your PAB? Yes or no?

 

[Borgie]

They Locked my account since Feb 26. Everytime I contacted live chat they say they don’t have power to look into this matter. Only payment team can see and they are not available. Same speech everytime.

Stop posting . Let PAB run its course. Do not reply.

 

[colinsunderland]

You only hear about the ones who are having problems - so I am guessing most of the time it's a non-issue.

In most cases where problems arise, is when the casino isn't getting the docs they need. I know that this is the case with this complaint in the beginning. We are still working on this.

I think the exact same complaint so regularly shows its a pretty large issue, and if we see so many on here, it stands to reason that there will be a lot more happening all the time.

Also, the tactic seems to be, in a lot of cases, ask for documents, get them, 5-7 days later, ask for more, 5-7 days later, ask for more, repeat repeat repeat. Add to that the fact, at some point, they seem to like asking for third party documents, statements and ID, to show where external transfers have came from. This isn't their job, if they have serious AML concerns they they should be submitting a SAR

There are 100's of similar complaints littered around the net, heres some from Trustpilot over the past few weeks, all surrounding the same type of thing, ask for SoW, ask for more days later, ask for more days later etc. Most the time holding a withdrawal.

So my last review of 14th Feb its now 24th March and we still don't have our money! Casumo have spent weeks asking for more and more verification and each time you give it they find another thing to add. In excess of 50 e mails with photos; bank statements; bank cards; driving licences; screenshots of other gaming wins; source of more wealth than that which has been gambled!!!; now wanting other family members ID; source of wealth etc!!!! Why would you need so much ID for money laundering regs?

3 weeks ago my headache started with Casumo I won £ 7000 the next day I had to do source of wealth but while I was not able to deposit, three days later my account was canceled after the mails started asking for everything unimaginable and every day you go a new document asked me for my annual profit because I have a company my accountant sent me what he usually sends to hrmc and they told me they didn’t accept it

I have used many online casinos and have never been asked for such personal information on cash out, I have provided all identity info and they just keep wanting more

Update on verification, I have now had to send bank statements , pension statements, and bugger me, proof I have the deeds to my house to show I have no mortgage, I am astounded that this type of document is requested.

I only find out when I contacted them. They want sources of wealth from me. I deposited $6000 in the account and my winning money was $9000 but they still want to investigate the money. I showed them documents of $20000 transferred from my uncles bank to my bank. And they said they want my uncle source of wealth. Casumo doesn’t have right to investigate my uncles fund. It’s been 10 days and they barely answer my email.

We have seen dozens on here too, including @dunover who had t go through it twice in a short period of time.

I haven't seen a single other report of this nature regarding other casinos, not to the extent these do, not holding withdrawals to ransom, not taking a month+ to complete. That suggests every other licensed casino are not complying with AML or, and most likely, Casumo are going well over the top and asking for things they don't need to.

 

[Ntt261290]

Also, this is not the first time you've been told to read and respect the Player Arbitration Policies and Procedures. I believe I've told you at least twice of the necessity of doing so. Yet you post here, and here, and here.

Hi ! I have read since the day you told me and I keep myself quiet because of the PAB we have. I don’t mean to disrespect the Policies but I haven’t heard from you since March 30. And Casumo is now asking for documents

Ok - do you want us to discard your PAB? Yes or no?

No ! I need your help !

 

[The Dude]

Hi ! I have read since the day you told me and I keep myself quiet because of the PAB we have. I don’t mean to disrespect the Policies but I haven’t heard from you since March 30. And Casumo is now asking for documents

No ! I need your help !

Ok great. Hang in there and let's get to the bottom of this.

 

[maxd]

... I don’t mean to disrespect the Policies but I haven’t heard from you since March 30. ...

You haven't heard from me because the casino said they were working it out with you and that they'd get back to me. They have not. I'm waiting and so are you. Don't assume that nothing is being done. That's what your PAB Ticket is there for: ask for an update if you need one. Making assumptions and disrespecting the PAB Rules just screws everything up.

 

[Borgie]

The problem is Casumo don't seem to reply to anyone. How long is reasonable to wait.
What happens if they dont reply to CM.

Seems very risky to say oh most people are entirely happy with Casumo.

There is a risk if you play there they will have demands that can't be met but only when you want to withdraw.

The OP here may not have followed protocol on CM but I would definitely not feel comfortable saying all is well and good to play there personally. Should come with a warning.

 

[pinnit2014]

The problem is Casumo don't seem to reply to anyone. How long is reasonable to wait.
What happens if they dont reply to CM.

Seems very risky to say oh most people are entirely happy with Casumo.

There is a risk if you play there they will have demands that can't be met but only when you want to withdraw.

The OP here may not have followed protocol on CM but I would definitely not feel comfortable saying all is well and good to play there personally. Should come with a warning.

Personally Iv stopped playing there, for a number of reasons, but given my deposits on the site are relatively large there is that nagging doubt that should I hit my Bonanza 17kx win it’ll be offset by a SOW.

And I don’t have that feeling with the other 2 places I mainly use; which tells it all to be honest.

Probably cursed myself and walk back to a SOW for a 20 quid withdrawal ;-)