pacito003 VS Casumo

pacito003

Dormant account
Joined
Aug 14, 2013
Location
Gibraltar
Hi All,

I have tried to Withdraw using the Instant Bank or Trustly option on Casumo and they first said it is approved and now say that there are problems with Instant Bank are continously cancelling my withdrawal. Does any have the same problem? They are not even letting me withdraw with any of the other options. I do not trust this site and they are not giving me an answer. Please can someone help on what to do. Here is the chat of the representatvie.

Cashout I have checked my account just now and nothing has come in
Casumo-Ida
Hi again
hi
Casumo-Ida
Okay, send a print screen on showing all transactions from 2013-08-09 to today. And then our payment department will look at it.
Casumo-Ida:
email: [email protected]
can i cover the amounts in the statement?
and i have no transactions after 9th
i dont know how that helps
Casumo-Ida
If we don't have anything to do with it yes
Casumo-Ida:
Just send a print screen from the bank account that you made the withdrawal too and we'll look at it
you mean i made a deposit on your site?
Casumo-Ida
No.
how can i show withdrawel if it has not come in
Casumo-Ida:
We want print screen from the bank account that you made the withdrawal too, showing all transactions from 2013-08-09
Casumo-Ida
The transactions on the bank account.
i dont understand you
you mean the cashout i did?
or the deposits i made on other sites?
or you mean the account number?
Casumo-Ida
No we want a print screen from you bank account showing your transaction, in order to make sure that you haven't received it.
Casumo-Ida:
Print screen from your internet bank.
yes the satement correct?
Casumo-Ida
YEs
Casumo-Ida:
Like you did then.. But must see all transactions
ok
and will they look into it immediately?
Casumo-Ida
Yes as soon as we get your email
ok sending it now
Casumo-Ida:
Great
i can cover other transactions correct?
Casumo-Ida:
Our payment department checked it now, and they can see that Instant Bank haven't sent the money.
Casumo-Ida:
So we will contact them, and then email back to you. Okay?
what
why havent they sent it?
Casumo-Ida:
I don't know, it's another company
Casumo-Ida:
But the payment department will check with them. But it will be okay :) You will get your money so don't worry!

will i get them tomorrow?
Casumo-Ida:
I don't know that. Our payment department or someone on the support team will email you back with information!
can u pls ask them to send me an email now saying the reason why the payment has not gone through and when I will receivve pls
in the next few mins
i am really disappointed
it has killed all my plans
Casumo-Ida:
But they have to check it with Instant Bank? We have approved the withdrawal but for some reason they haven't sent it.
Casumo-Ida:
Our payment department has done everything right. They will check with Instant Bank, and then get back to you!
from my perspective i used instant bank on ur site only correct
its an option you provided me to cashout
so they need to ensure it is working correct
and is it only to me or for all customers?
Casumo-Ida:
It has nothing to do with that.
Casumo-Ida:
Instant bank is another company. We will check with them and then get back to you
Casumo-Ida:
on email
Casumo-Ida:
Something else in the mean time?
when you will you get back to me and when can i receive the money please
:(
i need the funds in my bank account tomorrow
Casumo-Ida:
When you'll receive your money I dont know. It's not my department. But we will get back to you later!
?
i am really worried now
when you say you dont know when i will receive the money
Casumo-Ida:
But I don't work on Instant bank or with payments
Casumo-Ida:
We will email you back, okay?
can u pls put me on to some person from payments
i am really not happy now
after making the deposit
i am having so much trouble with my cashout
Casumo-Ida:
Please hold
ok
Casumo-Ida:
The money has been added on your account again. Please make a new withdrawal :)
what?
why
why is it added back?
Casumo-Charlotte:
Hi Phanikanth :)
i have made the withdrawal again
hi charlotte
Casumo-Charlotte:
Yes you have to request a new withdrawal as it got cancelled .
why was it cancelled?
Casumo-Charlotte:
Control your details when you request the withdrawal.
Casumo-Charlotte:
Might be the account number.
Casumo-Charlotte:
We don't know we will contact instant bank and ask.
what do you mean control my details?
i am copying and pasting my exact BIC and IBAN
we have to enter the BIC and IBAN correct
Casumo-Charlotte:
Ok then try again please :)
i just did again
i am really not happy
Casumo-Charlotte:
I don't know why your withdrawal was cancelled as it was instant bank who cancelled the withdrawal and not us.
Casumo-Charlotte:
It was not denied from us it was denied from instant bank.
then give me another withdrawal option
Casumo-Charlotte:
So we have to contact them and ask why.
ok pls approve from your side asap
i have made the withdrawal
give me the transaction details
Casumo-Charlotte:
Yes but please Phanikanth, that's what I told you already.
Casumo-Charlotte:
It was approved from us.
charlotte
Casumo-Charlotte:
We will approve it and then we hope instant bank send it as well,.
Casumo-Charlotte:
Do you have any further questions?
ues
yes
you have tied up with instant bank not me correct
what i am not happy about is
u say its approved my side
and u are referring that you are not bothered anymore
Casumo-Charlotte:
I cannot tell you anything more as we need to contact instant bank.
and nothing is in your hands
Casumo-Charlotte:
Please accept that, nothing more i can say
i have deposited on your site
not with visa card correct
or for any other card
Casumo-Charlotte:
You can deposit with neteller or skrill and then you can withdrawal with that method instead if you do not like instant bank.
ok lets do onething
Casumo-Charlotte:
That's all I can say. Now I need to contact Instant bank and ask why your withdrawal not been approved.
can i withdraw to my neteller account?
Casumo-Charlotte:
Ok?
Casumo-Charlotte:
If you have deposit with neteller.
well i havent
but you see the problem i am facing
can u please put it in that
i am really badly waiting for the funds as i am travelling as at the moment
:(
please help me out here
atleast netller is instant i think
Casumo-Charlotte:
Yes but then you have to listen to me as well, there is nothing i can do now.
and i can get the funds
Casumo-Charlotte:
You have got the funds.
Casumo-Charlotte:
Request a new withdrawal and I will contact instant bank.
Casumo-Charlotte:
Ok?
Casumo-Charlotte:
then we will speed this up
i have requested new withdrawal already
please help me and ensure the funds are in tomorrow
Casumo-Charlotte:
Yes then please wait and I will contact instant bank?
and send me an email stating the same
Casumo-Charlotte:
It takes 1-3 bank days when the money have been sent from us.
Casumo-Charlotte:
I will contact you via email when we have got an answer.
Casumo-Charlotte:
Ok?
whj
whja
what?
u mean to come to my account?
Casumo-Charlotte:
yes
no i mean please speak to instant bank now
and get them approve my withdrawal
Casumo-Charlotte:
I told you already 100 times that I will
and confirm that now the funds are on their way
Casumo-Charlotte:
But I cannot contact them when I'm chatting with you now right? :)
why are u annoyed charlotte?
i am worried here
Casumo-Charlotte:
So please let me contact you on email when I have got an answer.
Casumo-Charlotte:
Yes I know, but you have to be patience here, we will solve it.
i am
Casumo-Charlotte:
Your money wont disappear.
Casumo-Charlotte:
You won these money and it's youre.
Casumo-Charlotte:
yours
Casumo-Charlotte:
Now let me try to solve this and contact you via email please?
sure
thanks
Casumo-Charlotte:
No problem my friend!
Casumo-Charlotte:
Talk later!
not happy at all
pls dont give me :) now
laters
Casumo-Charlotte:
We will solve it, don't worry!
Casumo-Charlotte:
Life to short not to smile.
Casumo-Charlotte:
Ignore my smileys if you do not like them. :)
charlotte
o
i will be very happy and acknowledge when u sort it out
hoping u will
Casumo-Charlotte:
yes but i promised to send you an email didn't I?
yes dear
Casumo-Charlotte:
A promise is a promise
thanks and sorry if i was rude in anyway
Casumo-Charlotte:
No problem!
Casumo-Charlotte:
talk later!
later
 
Last edited:

pacito003

Dormant account
Joined
Aug 14, 2013
Location
Gibraltar
Casumo Withdrawal Not Happening

Hi All,

I have tried to Withdraw using the Instant Bank or Trustly option on Casumo and they first said it is approved and now say that there are problems with Instant Bank are continously cancelling my withdrawal. Does any have the same problem? They are not even letting me withdraw with any of the other options. I do not trust this site and they are not giving me an answer. Please can someone help on what to do. Here is the chat of the representatvie.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
I must say I really admire people that works in support. Poor Charlotte ;)

If two days to solve your problem is too long to wait you shouldn't even gamble in the first place, but you probably know that already.
...and why in the world do you think it will help you if you're rude and threatening to support?

You can trust Casumo. You will get paid so please have a little patience.
 

pacito003

Dormant account
Joined
Aug 14, 2013
Location
Gibraltar
I must say I really admire people that works in support. Poor Charlotte ;)

If two days to solve your problem is too long to wait you shouldn't even gamble in the first place, but you probably know that already.
...and why in the world do you think it will help you if you're rude and threatening to support?

You can trust Casumo. You will get paid so please have a little patience.

I have been waiting since 9th August and its not about being rude. It's annoys only because they don't treat Instant Bank problem as their site problem and not allow me cashout with options. You cannot just wash off your hands saying that there is nothing we can do but just wait without any time frame.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
I have been waiting since 9th August and its not about being rude. It's annoys only because they don't treat Instant Bank problem as their site problem and not allow me cashout with options. You cannot just wash off your hands saying that there is nothing we can do but just wait without any time frame.

Probably the money is caught up somewhere and they can't risk paying you twice.
It is frustrating to wait I know that, but I also know that they wouldn't do this if they didn't have to.

Sign up here posting about the problem in several threads will not give you the money faster. I'm sure they are doing the best they can.
You have no choice but to wait.
 

pacito003

Dormant account
Joined
Aug 14, 2013
Location
Gibraltar
Probably the money is caught up somewhere and they can't risk paying you twice.
It is frustrating to wait I know that, but I also know that they wouldn't do this if they didn't have to.

Sign up here posting about the problem in several threads will not give you the money faster. I'm sure they are doing the best they can.
You have no choice but to wait.

Thanks but the withdrawal is cancelled and kept in my account itself. I also hope they resolve the issue soon, and I am just worried that I would lose my winnings :(
 

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
@ pacito003 : Welcome to Casinomeister. I see you've hijacked two different threads to (cross) post your beef with Casumo. Uncool! Please see the Posting Rules for details (items 1.2 and 1.15). If you've got a complaint please post it in (one of) the Complaints forums, which is what they are for and where I've gathered your stuff.
 

bluedice

Dormant account
PABnonaccred
PABnononaccred
Joined
Jul 7, 2013
Location
near Cologne, Germany
Probably the money is caught up somewhere and they can't risk paying you twice.
It is frustrating to wait I know that, but I also know that they wouldn't do this if they didn't have to.

Sign up here posting about the problem in several threads will not give you the money faster. I'm sure they are doing the best they can.
You have no choice but to wait.

I agree with you. Casumo is one of my favourite casinos.
Got my first withdrawal within 1 hour to moneybookers and all other withdrawals between 1-2 hours.
But if the problem is not from their side they have no choice and player has to wait.
I don´t understand why player doesn´t trust Casumo.
It´s one of the best casinos in my opinion and should be accredited here!
No pending time for example and really fast cash outs and professional customer support.
 

Mpasa

Dormant account
Joined
Jan 14, 2014
Location
Sweden
I have opened an account in Casumo and I did a deposit in the same day. The next day, I wanted to play and my account was blocked without any sort of message or email; I contacted the chat for help and the person who attended me said I needed to send in documents for verification. I wonder why such a huge hustled for just a small deposit? Things could be made easier because it lead that I left their page and I started to play in other casinos that are making my life easy and not more complicated.
 

PaaskeDenmark

Always think positive
webmeister
PABnoaccred
CAG
Joined
Nov 24, 2008
Location
UnKnown
I have opened an account in Casumo and I did a deposit in the same day. The next day, I wanted to play and my account was blocked without any sort of message or email; I contacted the chat for help and the person who attended me said I needed to send in documents for verification. I wonder why such a huge hustled for just a small deposit? Things could be made easier because it lead that I left their page and I started to play in other casinos that are making my life easy and not more complicated.

Hi I can see you are new here. Please do not bump posts that are this old as it takes up the original posters problems. If you have problems with Casumo try get it solved with their support or REP here and if that does not help feel free to make a new thread/post so people can help you out. This is not the way to do it. :thumbsup:

PS requiring documents is a normal thing for a Casino so I do not understand your frustration....
 
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