Feedback That was Casumo for me

lotusch

A little mix of Dutch and Irish
Joined
Jun 3, 2013
Location
Dún Dealgan
Another casino off the list.
Only 3 I still play.

Made a WD last night to my Skrill as usual.
I do 99.5% of my deposits through Skrill, also at Casumo.
Yesterday there was a slight tech issue with Skrill and my account was not accessible for 30 minutes.
So after an initial deposit with Skrill I had to use my VISA card.
Won and WD and after 20 hours of waiting I got an email the WD was returned as I had to WD to my VISA.
Playing there for years and years and customer care would not even consider asking a team lead if it was okay for them to send it to my Skrill.

I know the rules, bla bla bla bla but I am sure exceptions could be made.
I play here a lot and some casinos even only WD to the method used most.

Now I have to wait days before these funds will be on my card instead an instant cash out on my Skrill.

Their WD's are slow anyway, even to Skrill up to 24 hours.
Videoslots and CasinoEuro process them mostly within 15 minutes.

Sorry to say but when WD is processed I will close my account.

I am not having this.

22100 Euro deposited via Skrill, 50 Euro via VISA. :puke::puke::puke:
 

CasinoNinja

Senior Member
MM
Joined
Apr 27, 2017
Location
UK
It's always been like this, sometimes if works if you just deposit again with Skrill when you are ready to withdraw, say like a tenner. Then that will trigger the last deposit method.
 

forgotlogin

Banned User
PABnononaccred
Joined
Nov 29, 2017
Location
Travelling
youre being unfair. the rule that withdrawals go back to source is standard and underatandable.

casumo is the best and fairest casino run by the coolest people. casinoeuro, seriously? BML are a disgrace.
 

lotusch

A little mix of Dutch and Irish
Joined
Jun 3, 2013
Location
Dún Dealgan
youre being unfair. the rule that withdrawals go back to source is standard and underatandable.

casumo is the best and fairest casino run by the coolest people. casinoeuro, seriously? BML are a disgrace.


Whahahaha CasinoEuro has never done me wrong.
INSTANT withdrawals to my Skrill, even at night time and weekends.
So not sure what your issue with them is.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
As frustrating as it is, they have done what they should to prevent money laundering. Most casinos would do the same.
Imagine how easy it would be to deposit £10k stolen money, then a £10 via a legit method, then withdraw it all to the legit method?
 

dealer wins

Meister Member
Joined
Oct 25, 2006
Location
London the sh$thole
For a long standing regular customer, this should not be any problem whatsoever. Terrible service IMO and I would do the same as the OP and not use them again.

All this nonsense about money laundering, it would be so easy to spot if it really was, and no long term regular customer is going to be a money launderer on the one occasion that an ewallet is having issues.
 

goatwack

Get dunked, big buns!
Joined
Aug 29, 2012
Location
Londonia
Yep, too true, for a long-time depositor this isn't on. Most players will use one or two main deposit options for YEARS, to hide behind vague AML laws is another case of where casinos will use any old trick to benefit them, reversals, holding onto the money longer etc

That is, and I don't want to even comtemplate the possibility lest I throw up........Lotusch's become a..........money launderer???????
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
Another casino off the list. Only 3 I still play.
Made a WD last night to my Skrill as usual. I do 99.5% of my deposits through Skrill, also at Casumo. Yesterday there was a slight tech issue with Skrill and my account was not accessible for 30 minutes. So after an initial deposit with Skrill I had to use my VISA card. Won and WD and after 20 hours of waiting I got an email the WD was returned as I had to WD to my VISA. Playing there for years and years and customer care would not even consider asking a team lead if it was okay for them to send it to my Skrill.

I know the rules, bla bla bla bla but I am sure exceptions could be made.
I play here a lot and some casinos even only WD to the method used most.

Now I have to wait days before these funds will be on my card instead an instant cash out on my Skrill.

Their WD's are slow anyway, even to Skrill up to 24 hours.
Videoslots and CasinoEuro process them mostly within 15 minutes.

Sorry to say but when WD is processed I will close my account.

I am not having this.

22100 Euro deposited via Skrill, 50 Euro via VISA. :puke::puke::puke:

Won't say too much, but I can tell you from my experiences that all is possible.
 

LordSilver

Newbie member
Joined
Feb 7, 2018
Location
EU
Too much of a "computer says no" attitude from a lot of places these days, need some good old customer relations.

This is because regulations are getting much tougher, it's a huge difference from ten, even five years ago, the penalties and risks for casinos not following the rules are quite severe today. AML is especially something that is very strict. So no, they cannot (should'nt) make any exceptions for such to be honest.
 

lotusch

A little mix of Dutch and Irish
Joined
Jun 3, 2013
Location
Dún Dealgan
As frustrating as it is, they have done what they should to prevent money laundering. Most casinos would do the same.
Imagine how easy it would be to deposit £10k stolen money, then a £10 via a legit method, then withdraw it all to the legit method?


I get that but I am sure after 6 years with them they have a pretty good profile from me.
I have done let's say 498 deposits with Skrill, 1 with Paysafe and 1 with my VISA.
Hence it was only for 50 quid, not for 1k or 10k, then I could understand.

With 15+ years in customer service I find some customer service departments shockingly bad.
I asked kindly if this could be looked at by a supervisor and she would not even escalate it.
Like robots they are.
I always used to try and go the extra mile for my customers, that is what I got paid for.

I do understand casinos are being held by their balls by local authorities and governments but sometimes they take it too far.

Anyway WD is now processed and on its way to my VISA.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
I get that but I am sure after 6 years with them they have a pretty good profile from me.
I have done let's say 498 deposits with Skrill, 1 with Paysafe and 1 with my VISA.
Hence it was only for 50 quid, not for 1k or 10k, then I could understand.

With 15+ years in customer service I find some customer service departments shockingly bad.
I asked kindly if this could be looked at by a supervisor and she would not even escalate it.
Like robots they are.
I always used to try and go the extra mile for my customers, that is what I got paid for.

I do understand casinos are being held by their balls by local authorities and governments but sometimes they take it too far.

Anyway WD is now processed and on its way to my VISA.

But if a customer asked you to do something that could result in a million £ fine, or your business being closed to the whole country, would you still go the extra mile?
I do agree with you but just think this is what happens when governments over involve themselves in private businesses.
 

brianmon

Ueber Meister
webby
mm4
Joined
May 22, 2013
Location
Cumbria
What exactly are the regulations? Because I have the opposite problem to the op, at VideoSlots.
Any deposit i make using a debit card, can only be withdrawn to Neteller.

I assume this is because they see that historically, I did make quite a lot of deposits via Neteller, and they're balancing my withdrawals against this figure.
The thing is though, that I've probably made more deposits by Visa. But because my bank (Barclays) regularly issues new debit cards, with a slightly modified 'long card number' (the last 3 digits change).
They're balancing the 'constant' Neteller account with each 'individual' card. Rather than Neteller with Visa as a whole. Since each card is actually the same card, attached to the same bank account, just a different issue

Maybe @Team.Videoslots can clarify their procedure?
 

bowki

Senior Member
MM
Joined
Jun 12, 2013
Location
Germany
Have you asked them to change your withdrawal method @brianmon ? I did it once and it was no problem. Took a couple of hours because the Chatagent couldn’t do it but someone from the payment department or whatever they call it changed it and informed me about it.
 

brianmon

Ueber Meister
webby
mm4
Joined
May 22, 2013
Location
Cumbria
Have you asked them to change your withdrawal method @brianmon ? I did it once and it was no problem. Took a couple of hours because the Chatagent couldn’t do it but someone from the payment department or whatever they call it changed it and informed me about it.
I did ask, quite some time ago. But was told that my withdrawals had to go to where the majority of my deposits had come from.
 

Buffalo Bill

Experienced Member
MM
Joined
Aug 28, 2016
Location
uk
What exactly are the regulations? Because I have the opposite problem to the op, at VideoSlots.
Any deposit i make using a debit card, can only be withdrawn to Neteller.

I assume this is because they see that historically, I did make quite a lot of deposits via Neteller, and they're balancing my withdrawals against this figure.
The thing is though, that I've probably made more deposits by Visa. But because my bank (Barclays) regularly issues new debit cards, with a slightly modified 'long card number' (the last 3 digits change).
They're balancing the 'constant' Neteller account with each 'individual' card. Rather than Neteller with Visa as a whole. Since each card is actually the same card, attached to the same bank account, just a different issue

Maybe @Team.Videoslots can clarify their procedure?
I had the same problems with VS, having to withdraw to a cancelled card after bank kept sending new ones.
Got onto cs and they did a "majority reset" and removed all old cards.
 

Louis

Dormant account
Joined
Oct 30, 2018
Location
Malta
I understand your frustration @lotusch, I have personally been there as well.

First off I'd like to say that I cannot go in to account specifics so everything said below is just general talk about the subject.

This is a classical example of what we call a closed loop, making sure that funds enter and exit the same way. As some has mentioned it's rules that are put upon us. There is nothing saying, "Your players have to make their withdrawal to the same method they've deposited with". But there are laws around that and we are in charge of checking that our players are not money laundering. And it should be made by all casinos for the players safety, along with securing that funds actually do not contribute to criminal activity.

You can read more about the EU's anti-money laundering and counter terrorist financing policies
You do not have permission to view link Log in or register now.
(mods can remove the link if it's not allowed).

You are right in that we can if we want, but it's always a risk from our end to do so, but at a very high price if we would be wrong in our judgement. A judgement that is not as easy as it sounds.
Just like @colinsunderland said;
But if a customer asked you to do something that could result in a million £ fine, or your business being closed to the whole country, would you still go the extra mile?

And all it takes is someone to do exactly like you've done, but with money laundry as intention. We can't really make any exceptions, that would give wiggle room for real money launderers.

When it comes to withdrawal times we very rarely go down to 23 hours to process withdrawals, but it can happen sometime when the withdrawal queues are long.
If you ever want to speed up your withdrawal you can always contact us and we can make exceptions if the queues aren't too long.

We work a little bit different here at Casumo when it comes to leads, managers and 1st and 2nd line support. The support (ambassadors) are the only line and they handle most of the cases, as the ambassadors are trained to handle all types of cases, including this topic. It can always happen that you get an ambassador that might have a hard time understanding you, or the other way around, but you can always ask for someone else.


I think I managed to cover most of it, but if I did miss anything, just holla at me and I will get back with answers.

Kind regards,
The one, the only, the Louis,
 

lotusch

A little mix of Dutch and Irish
Joined
Jun 3, 2013
Location
Dún Dealgan
I understand your frustration @lotusch, I have personally been there as well.

First off I'd like to say that I cannot go in to account specifics so everything said below is just general talk about the subject.

This is a classical example of what we call a closed loop, making sure that funds enter and exit the same way. As some has mentioned it's rules that are put upon us. There is nothing saying, "Your players have to make their withdrawal to the same method they've deposited with". But there are laws around that and we are in charge of checking that our players are not money laundering. And it should be made by all casinos for the players safety, along with securing that funds actually do not contribute to criminal activity.

You can read more about the EU's anti-money laundering and counter terrorist financing policies
You do not have permission to view link Log in or register now.
(mods can remove the link if it's not allowed).

You are right in that we can if we want, but it's always a risk from our end to do so, but at a very high price if we would be wrong in our judgement. A judgement that is not as easy as it sounds.
Just like @colinsunderland said;


And all it takes is someone to do exactly like you've done, but with money laundry as intention. We can't really make any exceptions, that would give wiggle room for real money launderers.

When it comes to withdrawal times we very rarely go down to 23 hours to process withdrawals, but it can happen sometime when the withdrawal queues are long.
If you ever want to speed up your withdrawal you can always contact us and we can make exceptions if the queues aren't too long.

We work a little bit different here at Casumo when it comes to leads, managers and 1st and 2nd line support. The support (ambassadors) are the only line and they handle most of the cases, as the ambassadors are trained to handle all types of cases, including this topic. It can always happen that you get an ambassador that might have a hard time understanding you, or the other way around, but you can always ask for someone else.


I think I managed to cover most of it, but if I did miss anything, just holla at me and I will get back with answers.

Kind regards,
The one, the only, the Louis,


Hi Louis,

Thank you for taking your time to answer in this thread.
I understand what you are saying but as said in this topic, some casinos send WD's back to the MOST used method.
I only used Visa once as Skrill was offline.

Anyway I WD to Visa and it was processed Sunday, funds not in as of now, hence why I hate to WD to a card, it takes ages.
Skrill is instant.

Next time when Skrill is down I just will not deposit, problem solved.

Thanks again for your reply, it is appreciated.

Have not closed my account as I do like to play at Casumo.
My OP was just a rant in the heat of the moment.
Even when you are 44 you have these sometimes! :cool:
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Hi Louis,

Thank you for taking your time to answer in this thread.
I understand what you are saying but as said in this topic, some casinos send WD's back to the MOST used method.

Which casinos do that apart from Videoslots? It's very unsafe for the casino to use that method as it can facilitate money laundering.
 
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