Problem with Casumo SOW

perunamies

Sad Little Troll
Joined
Jun 1, 2022
Location
At home
I tend to believe it’s not about AML for the UKGC for the most part. It’s all about affordability. We’ve already had reps on here saying they check for problem gambling too as ‘they can’t ignore it’.

It’s essentially getting to a point where gambling is for the wealthy only…which I don’t agree with. You can be less well off and still have a flutter without being in the throes of addiction.
Funny how they check affordability when holding a withdrawal hostage. Seems silly, who can't afford a withdrawal? Also, a lot of casinos will still let you deposit and play, but it's that withdrawal that's so essential to affordability.
 
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fingambler90

Newbie member
Joined
Jun 4, 2022
Location
Finland
Email arrived today:

"We have reviewed the document you submitted now.

In order for us to complete your account verification, we would still need a screenshot of the recent winnings you have used on your deposits and a statement showing that they have been credited to your account.

Thank you for your cooperation in this process.

All the best,

Markus
Casumo Player Protection"

MARKUS, what the actual f***? 🤦🏻 Whats wrong with these people...
 

DesiCasinosIndia

Newbie member
Joined
Feb 7, 2022
Location
Malta
The first operator left me waiting a week, despite being a VIP for years (key account, as they are not allowed to call UK players VIP anymore) with recent SOW completed.

Side note: UK (or rather GB) licenced casinos can still call players VIPs.

The rules around protecting VIP (or “high value players” as the GC calls them) have tightened. Hence when some casinos have done away with their VIP teams altogether. Some have renamed their VIP teams but its still the same thing.

Apologies, i know its not the main point. but just to avoid confusion.
 

ultra100

Full Member
webmeister
MM
Joined
Jul 27, 2006
Location
Europe
@Casumo Casino , are you live on this forum? Any word from you on this case?

Btw, what I see here as the main issue is that @fingambler90 can't cash-out for over a two weeks now, but can actually gamble with the pending cash-out money. Right?

And @Casumo Casino doesn't have flush withdrawal option.

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fingambler90

Newbie member
Joined
Jun 4, 2022
Location
Finland
Casumo team is on it
What does this mean? It doesn't seem like they're taking care of it. It feels like they don’t care about the whole thing.

@Casumo Casino , are you live on this forum? Any word from you on this case?

Btw, what I see here as the main issue is that @fingambler90 can't cash-out for over a two weeks now, but can actually gamble with the pending cash-out money. Right?

And @Casumo Casino doesn't have flush withdrawal option.

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Yes, i can gamble my balance to zero if i want, and i can deposit money as much as I want.

@Casumo Casino has been online but answers nothing and ignored the private message? Nice..
 

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ultra100

Full Member
webmeister
MM
Joined
Jul 27, 2006
Location
Europe
What does this mean? It doesn't seem like they're taking care of it. It feels like they don’t care about the whole thing.


Yes, i can gamble my balance to zero if i want, and i can deposit money as much as I want.

@Casumo Casino has been online but answers nothing and ignored the private message? Nice..

So bottom-line, you can lose your pending cash-out, you can furthermore deposit more, but you can’t cash out. And it’s been two weeks. Fantastic.

Do you have at least an option to block the account until this situation is resolved and you receive your money?
 

fingambler90

Newbie member
Joined
Jun 4, 2022
Location
Finland
So bottom-line, you can lose your pending cash-out, you can furthermore deposit more, but you can’t cash out. And it’s been two weeks. Fantastic.

Do you have at least an option to block the account until this situation is resolved and you receive your money?
Yes, i guess? 😁 I’ve played it safe and made my login to casumo so difficult that it requires two people to enter the password. 😂 Better than their PlayOK settings......

So no, I won’t gamble anymore until the matter is resolved.

But the question is, how slow can people work?
 

Guntis

Senior Member
Joined
Dec 29, 2017
Location
United kingdom
I thought, Casumo now has different management and things are going to improve, but it appears they're rolling to the level of casino sites where the only way to get paid, at least something, is to file a chargeback.
 

perunamies

Sad Little Troll
Joined
Jun 1, 2022
Location
At home
Casumo used to be one of the absolute top places to play at. What happened to them? Now they're one of the worst stallers out there. And this isn't one or two cases. It's seems to have been going on for years.
 

Casumo Casino

Casumo Representative
Joined
Apr 21, 2015
Location
Malta
Hey! Greetings from the new member from Finland. I registered on this forum to get help later if I can't resolve the issue with casumo.

Just over a week ago, I won 17k with a deposit of 40 euros. Ok, it was 28k at its best, but I went to play a little.. 😁 Immediately after that, they locked my account and started asking for all kinds of documents. Deposits and withdrawals both were blocked at that time. I provided the necessary information and my game account was verified and deposits were unlock.

The casino then immediately sent a SOW/SOF poll and locked the withdrawals. Even after a week, they don’t know what documents I should send or what they need, and I’ve probably been served by 5 different casumo employees.

I should have read here earlier about the problems with Casumo before I went to play a single euro. So as a guide for others, do not play Casumo if you are unemployed without a regular income.

But anyways, nice forum!
Hey There Fingambler90,

First of all, a huge congratulations are due on your big win! We are super pleased to hear you've had such a great win with us!
Next up on our priorities is to make sure that you get those funds pronto. In order for us to do that we are required to complete some obligations around verification.
I am so sorry to hear that you've been having trouble getting a clear understanding of exactly what documents are needed. If you could please send an email to us at [email protected] and ask for Douglas in the subject. He is fully aware of your case and will be able to get the ball rolling, working directly with you so we can get you those well-deserved winnings!

Looking forward to having this settled asap for you.

Thanks,
Casumo
 

fingambler90

Newbie member
Joined
Jun 4, 2022
Location
Finland
Hey There Fingambler90,

First of all, a huge congratulations are due on your big win! We are super pleased to hear you've had such a great win with us!
Next up on our priorities is to make sure that you get those funds pronto. In order for us to do that we are required to complete some obligations around verification.
I am so sorry to hear that you've been having trouble getting a clear understanding of exactly what documents are needed. If you could please send an email to us at [email protected]sumo.com and ask for Douglas in the subject. He is fully aware of your case and will be able to get the ball rolling, working directly with you so we can get you those well-deserved winnings!

Looking forward to having this settled asap for you.

Thanks,
Casumo
Let see how it goes. I reserve the right not to hold my breath..

I mean, is it quite necessary that I have to discuss the matter with 8-9 different employees? Are those documentaries being viewed by a group in a coffee room?

With all due respect, but things could be handled much better.
 

perunamies

Sad Little Troll
Joined
Jun 1, 2022
Location
At home
IMO it's a bit late to start talking about "pronto" and "asap" when a customer has been waiting for over two weeks for the casino get their shit together. Lol, without a player posting about it here it might take a year to get their money at Casumo. :laugh:
 

Casumo Casino

Casumo Representative
Joined
Apr 21, 2015
Location
Malta
They don't even know what document they need themselves? LOL

And no, it makes zero sense to let players deposit and play when their account is under SOW. Just remember that it's for your safety that you can gamble away all you want, but you can't withdraw any winnings. That's that responsible gaming that everyone's talking about.

I wouldn't play anymore until this has been solved. Most likely you're just going to lose money if you keep on playing. You've had incredibly luck from a small deposit.
Hey there Perunamies,

To minimise inconvenience of these checks we do ensure that there is a small grace period to provide documents while our players are still able to enjoy their time in the Sumoverse :)

When it comes to document request in relation to SOW it isn't always predictable in terms of what documentation will be needed, as in some cases, further documentation may be needed to corroborate what has already been provided.

Your feedback is super valuable to us and helps us always improve our product.
Many thanks.
 

goatwack

No deal, tramp
CAG
Joined
Aug 29, 2012
Location
Londonia
Well blow me sideways, a whole brave new digital world waiting to be discovered, in this case, a whole realm of sumos. You can flipping count me in!

The future's bright!

1655203203008.png
 

Casumo Casino

Casumo Representative
Joined
Apr 21, 2015
Location
Malta
So bottom-line, you can lose your pending cash-out, you can furthermore deposit more, but you can’t cash out. And it’s been two weeks. Fantastic.

Do you have at least an option to block the account until this situation is resolved and you receive your money?
Hey there Ultra 100,

Thanks for the feedback.
You certainly can, we do offer the facility to take a short break in the account, this can be done at any time in the account or by popping into live chat and asking one of the savvy ambassadors to get it set up.
We wouldn't immediately close an account upon triggering most account reviews, our aim is also to prevent any disruption to our players' enjoyment of our site and allow a grace period before any restrictions are in place. (Depending on the nature of the verification of course)
The account reviews themselves can take time depending on both documents required and the content of the documents provided.
Rest assured our team works around the clock to ensure documents are uploaded and reviewed as fast as possible once they have been received.
Many thanks :)
 

pinnit2014

Ueber Meister
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
This is (one of the reasons) i stopped playing here: it's the wild west of SOW and withdrawals. I don't know how anyone can, with confidence, play at this casino without the nagging fear of 'if i win, here comes the SOW and no withdrawal'

Allowing players to continue to deposit, but not withdraw? The cynic would make me think there's a % who will simply not send in any docs/give up the pursuit of the w/d, which kinda suits the casino.

Be like other casinos who have SOW'd me: pay the pending and lock down the account. In that instance the player no longer has to walk the plank for the SOW and can decide whether to supply, or chuck in, the account.

Better still - phone the UK Bookies and find out why they don't feel the need, nor the legislative mandate, to SOW folk for 50 quid dippers.
 

Jackstar

Experienced Member
Joined
Oct 25, 2018
Location
Uk
All this fucking messing about for a €40 deposit?? Absolutely disgraceful these casinos can get away with this
 

perunamies

Sad Little Troll
Joined
Jun 1, 2022
Location
At home
Hey there Perunamies,

To minimise inconvenience of these checks we do ensure that there is a small grace period to provide documents while our players are still able to enjoy their time in the Sumoverse :)

When it comes to document request in relation to SOW it isn't always predictable in terms of what documentation will be needed, as in some cases, further documentation may be needed to corroborate what has already been provided.

Your feedback is super valuable to us and helps us always improve our product.
Many thanks.
My problem is not with you asking for documents. I totally get why it's necessary.

The two main issues I have with all this is:

1. This takes way too long. This should take days, not weeks or months. You accepted the deposits, now accept the withdrawal. Unless you can prove that some crime has been committed, then it's not acceptable to hang on to someone's winnings for this long. It's totally out of proportion, because we know that in 99,9% of these cases you find nothing and eventually pay.

2. The player can still deposit and play while being unable to withdraw any winnings. Seems totally fair and legit. NOT.

Somewhat offtopic, but I once had a casino investigate me for no apparent reason. This was way before anyone knew anything about SOW, so it wasn't that. However the one thing I was the most disappointed with was that there was no communication from the casino. I had to chase them constantly and ask what the problem was. After about three weeks of document requests and silence from the casino my money arrived magically into my bank account. No explanation, no communication whatsoever from the casino in those three weeks other than requests for more documents. No sorry it took so long. Nothing. Guess if I've ever deposited at that casino after that? It happened 6 years ago. Just a heads up Casumo, players remember when they've been jerked around and most likely will not return.

Anyway, back onto topic. Haven't deposited and played at Casumo in over 5 years. Seems like I didn't miss much. :D
 

Casumo Casino

Casumo Representative
Joined
Apr 21, 2015
Location
Malta
My problem is not with you asking for documents. I totally get why it's necessary.

The two main issues I have with all this is:

1. This takes way too long. This should take days, not weeks or months. You accepted the deposits, now accept the withdrawal. Unless you can prove that some crime has been committed, then it's not acceptable to hang on to someone's winnings for this long. It's totally out of proportion, because we know that in 99,9% of these cases you find nothing and eventually pay.

2. The player can still deposit and play while being unable to withdraw any winnings. Seems totally fair and legit. NOT.

Somewhat offtopic, but I once had a casino investigate me for no apparent reason. This was way before anyone knew anything about SOW, so it wasn't that. However the one thing I was the most disappointed with was that there was no communication from the casino. I had to chase them constantly and ask what the problem was. After about three weeks of document requests and silence from the casino my money arrived magically into my bank account. No explanation, no communication whatsoever from the casino in those three weeks other than requests for more documents. No sorry it took so long. Nothing. Guess if I've ever deposited at that casino after that? It happened 6 years ago. Just a heads up Casumo, players remember when they've been jerked around and most likely will not return.

Anyway, back onto topic. Haven't deposited and played at Casumo in over 5 years. Seems like I didn't miss much. :D
Hey there Perunamies!

Firstly, I would like to thank you for your detailed feedback, it really does mean a lot to us as it will help us continue to shape the overall process better for the future. In regards to your first point, we are for sure aware of how tedious this process is, and in all cases, we push to have this done as quickly as possible, and often times this can be completed within days. With that said, it can take longer depending on the information we receive and review, therefore we can't advise specific timescales, and neither can we compromise completing the process correctly to speed it up. It is a balance I can assure you we are actively working on to improve!

For your second point, I can understand why this appears that way. It really depends on the review taking place if the player can deposit and naturally I cannot highlight any specific details of any specific case due to GDPR restrictions but in all cases, the player's concerns are important to us and we will always want to address that, so if the player does not want to deposit and play we have a lot of Play Okay options for them to abstain, such as breaks that will bar them from logging in for a chosen period of time, deposit or login limits or self-exclusion, which are a few examples of the many settings available.

Lastly, I'm afraid I cannot really speak to any other specific casinos process but we definitely hear you on communication in the SOW process being key. Naturally, we do not want any unnecessary confusion or slow down on what is needed or when it's completed. Unfortunately due to the nature of SOW reviews, it can get a bit muddled due to the complexities involved and of course, the sensitivity of the documents and information discussed. We want to improve this as much as possible from our side so we encourage any and all of our players to let us know what they think can be improved in the process and where clarification might be needed as SOW requests and reviews are very specific to the player who is going through it and that feedback is important for us to point out and address more consistent issues in the overall experience.

I do hope you re-consider joining the CasumoVerse again as we feel we have a lot of fun to offer! 😁

- Jay @Casumo Casino
 

fingambler90

Newbie member
Joined
Jun 4, 2022
Location
Finland
At the moment, it would make sense to tear my head off.

Douglas put the message around 11:20 and I answered at 13:53. No progress. Again, a document was asked showing that the earlier winnings had been credited to the account.

I don’t know how to react or think. These winnings are from 2020 and 2021 of which I have saved some in cash.

Days ago, I submitted the required latest bank statement that shows everything.

To the best of my knowledge, I have provided sufficient documentation to show the source of the funds I have played with. My head starts to ache because of all this.
 

Casumo Casino

Casumo Representative
Joined
Apr 21, 2015
Location
Malta
At the moment, it would make sense to tear my head off.

Douglas put the message around 11:20 and I answered at 13:53. No progress. Again, a document was asked showing that the earlier winnings had been credited to the account.

I don’t know how to react or think. These winnings are from 2020 and 2021 of which I have saved some in cash.

Days ago, I submitted the required latest bank statement that shows everything.

To the best of my knowledge, I have provided sufficient documentation to show the source of the funds I have played with. My head starts to ache because of all this.
Hey Fingambler90,

I'm sorry to hear that, I've sent you a direct message via the forum to discuss this further. I'll do my best to help you get to the bottom of this! 🙂

- Jay @Casumo Casino
 

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