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pacito003 VS Casumo

Discussion in 'Casino Complaints - Non-Bonus Issues' started by pacito003, Aug 15, 2013.

    Aug 15, 2013
  1. pacito003

    pacito003 Dormant account

    Occupation:
    Manager
    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: This email is not visible to you.
    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: Aug 15, 2013
  2. Aug 15, 2013
  3. pacito003

    pacito003 Dormant account

    Occupation:
    Manager
    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.
     
  4. Aug 15, 2013
  5. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    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.
     
    1 person likes this.
  6. Aug 15, 2013
  7. pacito003

    pacito003 Dormant account

    Occupation:
    Manager
    Location:
    Gibraltar
    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.
     
  8. Aug 15, 2013
  9. Tirilej

    Tirilej Still a Lady CAG MM

    Occupation:
    Breathing
    Location:
    Sweden
    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.
     
    2 people like this.
  10. Aug 15, 2013
  11. pacito003

    pacito003 Dormant account

    Occupation:
    Manager
    Location:
    Gibraltar
    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 :(
     
  12. Aug 15, 2013
  13. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    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.
     
    1 person likes this.
  14. Aug 15, 2013
  15. bluedice

    bluedice Dormant account PABnononaccred PABnonaccred

    Occupation:
    retired
    Location:
    near Cologne, Germany
    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.
     
  16. Feb 17, 2014
  17. Mpasa

    Mpasa Dormant account

    Occupation:
    CRM
    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.
     
  18. Feb 17, 2014
  19. PaaskeDKnowUK

    PaaskeDKnowUK Always think positive CAG PABnoaccred webmeister

    Occupation:
    Clerk with shipping discounts worldwide
    Location:
    UnKnown
    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....
     
    2 people like this.

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