Problem with Casumo SOW

Casumo Casino

Casumo Representative
Joined
Apr 21, 2015
Location
Malta
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.
Hey there again Perunamies!

That's an interesting point so I would like to clarify a bit on the differences between SOW, affordability and overall player safety at Casumo.

Our players feeling comfortable with the level of their play is important to us so In cases where we want to ensure a player feels they are playing on a comfortable level, we'll contact them to ask a few questions and confirm they are aware of the Play Okay settings available to them and depending on the case advise them we've stopped deposits (rather than withdrawals) until they get back to us.

This is a separate process to SOW. SOW may be requested during this process or may have been requested prior but as these situations are all very specific to the player so it depends on the situation at hand! 🙂

- Jay @Casumo Casino
 
Casumo is Reviewed and Rated at Casinomeister:

fingambler90

Newbie member
Joined
Jun 4, 2022
Location
Finland
Jay has been helpful on one day than other Casumo employees at whole time. So the point was to get proof that previous winnings from other casinos have been paid into my account.

Jay says: "The team is looking for proof of these other casino winnings, not specifically winnings made in May, but proof of any winnings used for deposits into the account in May of 2022." and "I understand that it may be difficult, but I would suggest checking with Kindred when the winnings were made so you can check when the withdrawals from them were credited to your account as this is what we're looking for. They should be able to supply you with any dates of these being sent so you can then check them reflecting in the account received."

I send a pdf bank statements today showing the transactions corresponding to the winnings to my bank account. The response came from, again, a NEW 12th customer service representative:

"Thank you for your cooperation during the verification process.

Unfortunately we had to reject your Source of Wealth as the documents are too old.

Kindly submit your proof of winnings from other Casino's for the month of MAY 2022

Screenshots need to show ownership and accompanied by your May 2022 bank statement showing winnings deposited into your bank

We look forward to hearing from you"

Maybe I'll just put rocks in my pocket and jump off the bridge. 😳 I do not understand.

EDIT: Old? These are new pdf files directly from the bank that contain the answer to the question they are looking for.
 
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Jackstar

Experienced Member
Joined
Oct 25, 2018
Location
Uk
Absolutely disgraceful, this is just outright messing and stalling.
And 12 separate customer service reps having access to your sensitive info 😱
If you have the funds in your bank account then you are good enough to deposit, banks do their own checks as to where the money comes from it’s not for casinos to decide, and while all this is going on you are still able to deposit… unbelievable
 

fingambler90

Newbie member
Joined
Jun 4, 2022
Location
Finland
Absolutely disgraceful, this is just outright messing and stalling.
And 12 separate customer service reps having access to your sensitive info 😱
If you have the funds in your bank account then you are good enough to deposit, banks do their own checks as to where the money comes from it’s not for casinos to decide, and while all this is going on you are still able to deposit… unbelievable
Actually, Jay explain this deposit lock situation.. it looks like i could deposit, but it won’t work. When I press the button, a error message appears. I tested today, true.

But still, wheres my money...? 🧐🧐
 

goatwack

Love grows where my rosemary goes
CAG
Joined
Aug 29, 2012
Location
Londonia
So recycled winnings are tantamount to money laundering now? worthy of prying into people's financial records, not to mention their associates'?

Hardly Al Capone stuff is it, but then, more annoying than casinos' insistence on these (varying) procedures is the fact that no money launderer would use these methods, nor is there any reasonable indications that your average Joe couldn't afford to have a flutter within their means.

Because barring extreme cases, that no doubt get flagged where someone's deposit patterns might warrant further scrutiny, these overzealous checks smack of unprofessionalism if anything, and sheer fright of some looming fine based on not uncovering every facet of someone's financial deeds.

But by all means, if casinos wish to continue treating their player base as money launderers withholding various racketeering ploys, or simply children incapable of governing their own spending habits, then I guess it won't be (too) long before they find themselves going out of business, because these practices never will be 'ok' in anyone's eyes 🙏
 

pinnit2014

Ueber Meister
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
Don't know what stats are available, if any, but if ML pickled my interest, i'd certainly not be using online casinos, with various KYC checks having been done, as the means of doing it (including withdrawing back to same method etc)- be interested to know how many SAR reports have led to player ML convictions to see if these OTT practices are merited.

Coming from a seaside town and amusement arcades it'd be more likely to find such folk rocking down to the 'change' machine with a wad of dirty 50's.

I know the casino here has fallen foul of the regulator in the past but sledgehammers and nuts.
 

fingambler90

Newbie member
Joined
Jun 4, 2022
Location
Finland
I asked new guy not to get involved when he apparently has no information about this situation. -.- I am waiting for an answer to the email, I guess someone from yesterday should continue to take care of it instead of a new person?

This situation is getting me speechless. 🤦🏻
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
North West
Don't know what stats are available, if any, but if ML pickled my interest, i'd certainly not be using online casinos, with various KYC checks having been done, as the means of doing it (including withdrawing back to same method etc)- be interested to know how many SAR reports have led to player ML convictions to see if these OTT practices are merited.

Coming from a seaside town and amusement arcades it'd be more likely to find such folk rocking down to the 'change' machine with a wad of dirty 50's.

I know the casino here has fallen foul of the regulator in the past but sledgehammers and nuts.
The whole situation is farcical.

If what we’re being told is true (that these checks are as much hassle for the casinos as the punter), you’d think there would be a movement within the industry to fight back at such a stupid, nonsensical practice. Or at the very least a fight for some clarification.

That is unless there’s a benefit to the casinos in stalling funds 🤔
 

Mosse

Full Member
PABnononaccred
Joined
Jul 12, 2010
Location
finnlandia
Do not flame or troll iGaming reps - or anyone else in this forum
@Casumo Casino
This is total bullshit what you are doing with these SOWs and you know it very well yourself.
You could deal with these very very easy but you are doing everything to avoid paying winnings to players. And this same policy has been going on for years on your site. No other site are this crap dealing with this type of issues.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
@Casumo Casino
This is total bullshit what you are doing with these SOWs and you know it very well yourself.
You could deal with these very very easy but you are doing everything to avoid paying winnings to players. And this same policy has been going on for years on your site. No other site are this crap dealing with this type of issues.
I tell you what, what is total bullshit is members like you who continuously harass and troll iGaming reps in this forum. You have been warned a number of times for this behaviour - and it is this sort of behaviour that chases casino reps away - which is detrimental for those members who actually have issues here. Last warning you get from me.
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
@Casumo Casino
This is total bullshit what you are doing with these SOWs and you know it very well yourself.
You could deal with these very very easy but you are doing everything to avoid paying winnings to players. And this same policy has been going on for years on your site. No other site are this crap dealing with this type of issues.
You've been banned from replying in this thread permanently. I am not tolerating your trollish comments and behaviour anymore.

@everyone else - Mosse has a history of badgering casino reps in this forum - this is not the first time.

/derail
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
You've been banned from replying in this thread permanently. I am not tolerating your trollish comments and behaviour anymore.

@everyone else - Mosse has a history of badgering casino reps in this forum - this is not the first time.

/derail
Not sure of his history but can not see what he posted there that was worse than any other post in thread.

Actually think he had a valid point. Casumo couple years ago were a complete joke the way they handled withdrawals. Then they supposedly changed but by the looks of things they still operate the same way with delays of withdrawals and over the top SOW.

And to be honest surely a Rep should give honest answers as to why thye operate different from everyone else. Without honesty and transparency what is the point of being a Rep.
 

Guntis

Senior Member
Joined
Dec 29, 2017
Location
United kingdom
These igaming reps usually are nothing in a whole company which means they are just an average guys working for it, the same people as all other regular Joes, and many of them are doing donkeys job. This is why it's not nice to go nuts on any of these, I think.
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
North West
These igaming reps usually are nothing in a whole company which means they are just an average guys working for it, the same people as all other regular Joes, and many of them are doing donkeys job. This is why it's not nice to go nuts on any of these, I think.
Any 'front of house' job is like that. Companies employ a 'first line' colleague position aimed at both company representation and acting as a 'shock absorber' taking customer issues and complaints. Arguably the least fulfilling job for very little recognition or pay.

This is why I am always polite and patient with customer facing staff...they are limited as to what they can do. Pointless getting your hair off with people who don't make the decisions and have no control over the how the business is run.
 
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Guntis

Senior Member
Joined
Dec 29, 2017
Location
United kingdom
Any 'front of house' job is like that. Companies employ a 'first line' colleague position aimed at both company representation and acting as a 'shock absorber' taking customer issues and complaints. Arguably the least fulfilling job for very little recognition or pay.

This is why I am always polite and patient with customer facing staff...they are limited as to what they can do. Pointless getting your hair off with people who don't make the decisions and have no control over the how the business is run.
That it is! And your reply, of course, more diplomatic than mine 😀
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Not sure of his history but can not see what he posted there that was worse than any other post in thread.

Actually think he had a valid point. Casumo couple years ago were a complete joke the way they handled withdrawals. Then they supposedly changed but by the looks of things they still operate the same way with delays of withdrawals and over the top SOW.

And to be honest surely a Rep should give honest answers as to why thye operate different from everyone else. Without honesty and transparency what is the point of being a Rep.
You can make valid points without being aggressive and obnoxious. Mosse knows exactly what his is doing.

Most reps can tell us only what they are allowed to tell. Especially those in management positions - and it is a tough job, and they should be treated with respect.
 

aceking123

Paleo Meister (means really, really old)
Joined
Mar 4, 2008
Location
uk
@Casinomeister yes & it should work both ways, casumo seem to get off lightly whenever it comes down to payment issues, it's been going on far to long with the bull.
It does not take this long to sort out payments, pay the OP then request all what's needed.
 

fingambler90

Newbie member
Joined
Jun 4, 2022
Location
Finland
Today was the first good day of the last 2 weeks. Some progress... Jay had sent a message late yesterday apologizing for the process etc and he says:

"I've spoken to the relevant team handling this and they have advised me nothing further is needed from you for the moment, and they will continue to look into this and update you further once their review is complete. I understand that feels like a very generic response but they will do their best to update you soon on this."

So let's keep waiting... 20 days after the win. As if I was in the army again, there was always a rush to wait.
 

Webzcas

Winter is Coming!
Staff member
Joined
Mar 31, 2005
Location
Block S25, South Stand, Ashton Gate, BS3
@Casinomeister yes & it should work both ways, casumo seem to get off lightly whenever it comes down to payment issues, it's been going on far to long with the bull.
It does not take this long to sort out payments, pay the OP then request all what's needed.
Well, they haven't got off lightly when it comes to being hit with penalty packages by the UKGC. I can think of two such recent instances. In March of last year they were subjected to a £6m fine which you can read about here: Casumo Hit with £6m Fine by the Gambling Commission

This followed another near £6m hit they took in 2018, which was referenced in the forum here: Big fine for Videoslots & Casumo - Casinomeister Forum

Perhaps, these are the reasons they are being extremely diligent ( Some may say too diligent ) when it comes to SoW.

Just adding the above to add some perspective and yes as a player, it sucks having to jump through infinite number of hoops to get your withdrawals actioned and paid.
 

aceking123

Paleo Meister (means really, really old)
Joined
Mar 4, 2008
Location
uk
Yes & it seems even with those fines nothing has changed, one would think that they would have it stream lined by now, being over cause is one thing but sorting is another.

If they spent enough on getting good staff & sorting things quickly they could be a good casino, they must be losing players left right & center.
I do appreciate where your coming from though)
 

goatwack

Love grows where my rosemary goes
CAG
Joined
Aug 29, 2012
Location
Londonia
So there you have it, kind of open & shut case as to why Casumo handles everything with kid gloves. Less focussed on 'ease of use' and improving their infrastructure, and more on consolidation and not making any mistakes that could lead to massive financial penalties.

So for all their sins, one can see why they might be a tad paranoid, given how many of their rivals have not been penalised to that extent, if at all...
 

perunamies

Sad Little Troll
Joined
Jun 1, 2022
Location
At home
So there you have it, kind of open & shut case as to why Casumo handles everything with kid gloves. Less focussed on 'ease of use' and improving their infrastructure, and more on consolidation and not making any mistakes that could lead to massive financial penalties.

So for all their sins, one can see why they might be a tad paranoid, given how many of their rivals have not been penalised to that extent, if at all...
I mean there's always a good middle ground between letting people lose 100s of thousands in a short time without any questions and combing through every customers bank statements for 3 weeks. I mean no other business would do this, because they'd get their windows smashed in twice a week. An online casino though. They know we can't reach them, so they don't give a shit how much of a hassle they put their customers through.

I'm actually very surprised they have an active presence here. I mean they've been fucking with customers for years. Doesn't seem to get any better. I've read exactly the same stories like this for years on teh internetz. Why any people here would play there is beyond me.

3 weeks to get a cashout. What is this the 90's? :laugh:
 

fingambler90

Newbie member
Joined
Jun 4, 2022
Location
Finland
53 hours have passed since I submitted the remaining documents. I thought I would have gotten the money already for the weekend but let's see... 😟
 

fingambler90

Newbie member
Joined
Jun 4, 2022
Location
Finland
No progress.

I went to a live chat today to ask if the process has progressed. I told that all the necessary documents had already been submitted a few days ago. Once again, a new customer service representative says that "let's have a look" and looked at my information, and then (like ignoring everything what i just told) says:

-"It looks like we need a bank statement showing at least one deposit in Casumo", -"since your last deposit was 27th May, would you have a bank statement covering that day?"

If only the customer service representative had seen me at the other end. It literally made me want to rip my head off. 🤦🏻

I told her again that everything had already been delivered, including that bank statement showing that deposit..

-"Apologies for the inconvenience dear, you are correct"
-"Kindly note we are still waiting an update from the relevant department"


I told that i just need to know is there any progress like Jay says. Over three weeks waiting...

More apologies and note "I am sure we will update you very soon"

Where does this casino rip these document requests? Like perunamies says "This isn't even funny anymore, this is just plain sad."

And what after the account is verified? When I make a withdrawal request for the full amount, 25k, do I have to send some documents again and wait three weeks for it to be processed?🤦🏻
 
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