Feedback That was Casumo for me

[lotusch]

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.

 

[CasinoNinja]

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.

 

[lotusch]

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.

Done exactly that but they said it must go back to the deposit method you WON on...
A joke...

 

[CasinoNinja]

Done exactly that but they said it must go back to the deposit method you WON on...
A joke...

Ah I see.. that's annoying.

 

[forgotlogin]

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]

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]

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]

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]

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]

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.

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

 

[Buffalo Bill]

Too much of a "computer says no" attitude from a lot of places these days, need some good old customer relations.

 

[LordSilver]

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]

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]

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]

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]

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]

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.

 

[lotusch]

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.

Exactly...I thought it would be same @Casumo but they handle different rules.

 

[Buffalo Bill]

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]

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,

 

[bamberfishcake]

Too much of a "computer says no" attitude from a lot of places these days, need some good old customer relations.

Those days are long gone my friend

 

[dunover]

Those days are long gone my friend

 

[lotusch]

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!

 

[colinsunderland]

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.

 

[lotusch]

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

I know for a fact EuroCasino have done it for me too..That was some time ago so it might have been changed by now.

 

[irish-ranger]

I had a £650 wd from. William hill last month despoit was made on debit card when the withdrawal went thru they paid £250 to the debit card and the remaining balance had to colleted from the bookies shop using a cash direct voucher code.
Which actually meant I got most of the withdrawal within 15 mins of cashing out.

 

[lotusch]

How long does it take to see the funds on your card? Just checked and still not credited..
Within Republic of Ireland I normally see payments to my VISA within 2-6 hours..

 

[irish-ranger]

How long does it take to see the funds on your card? Just checked and still not credited..
Within Republic of Ireland I normally see payments to my VISA within 2-6 hours..[/QUOTE

From WH payments to card can be hit and miss from a few hours to 24 hours QUOTE]

 

[SlotGrinder]

How long does it take to see the funds on your card? Just checked and still not credited..
Within Republic of Ireland I normally see payments to my VISA within 2-6 hours..

idk about casumo but withdrawals to my visa from another casino recently took 2 days from when it was processed . I also always use skrill

 

[colinsunderland]

I had a £650 wd from. William hill last month despoit was made on debit card when the withdrawal went thru they paid £250 to the debit card and the remaining balance had to colleted from the bookies shop using a cash direct voucher code.
Which actually meant I got most of the withdrawal within 15 mins of cashing out.

They use net deposit rule, rather than back to last used card. Thats fine as is back to the deposit method in regards to AML, Videoslots method is likely, in the UK at least, not to be good enough. As usual though the authorities don't issue clear guidelines so casinos just have to guess what to do.

 

[colinsunderland]

How long does it take to see the funds on your card? Just checked and still not credited..
Within Republic of Ireland I normally see payments to my VISA within 2-6 hours..

Don't know about in the ROI but UK it depends on the bank, when they process merchant refunds. Barclays is usually around 12pm 7 days a week, Halifax 3pm Mon-Fri, Santander seem to be midnight.

 

[irish-ranger]

Don't know about in the ROI but UK it depends on the bank, when they process merchant refunds. Barclays is usually around 12pm 7 days a week, Halifax 3pm Mon-Fri, Santander seem to be midnight.

Bank of Scotland 16:00 even thou they are in the same group as Halifax..

 

[colinsunderland]

@CasumoLouis so what shenanigans was going on in tonights £2000 reel race?
A player getting 9 mega wins within about 30 spins, and 3 in the time it took me to do a single spin? Yeah that was legit!
I reported it to live chat and the following race was changed so take it something was found?

 

[paul7388]

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

William Hill does it as well. Even when they accepted Neteller no matter what method i used to deposit withdrawals always went back to debit card as that was most used.

Coral gives you a choice. Nomatter what method i use to deposit i can always withdraw to neteller. It is only way i top up my neteller account lol. When its empty i make a withdrawal from coral.

 

[colinsunderland]

William Hill does it as well. Even when they accepted Neteller no matter what method i used to deposit withdrawals always went back to debit card as that was most used.

Coral gives you a choice. No matter what method i use to deposit i can always withdraw to neteller. It is only way i top up my neteller account lol. When its empty i make a withdrawal from coral.

WilliamHill use a net deposit system, like Betfair (as an example). It's not the same as Videoslots.

Coral do have systems in place with are in line with money laundering rules, although it might not seem it from the customer view. Try topping up your account using an e-wallet, then go in store and attempt to use the money on an FOTB

 

[Louis]

@lotusch It can take everything between 1-5 banking/working days (monday-friday) for the withdrawal to be in your bank account, any longer than that you should contact support as there might be an issue with the transaction.

@colinsunderland I don't think the reel race issue is something to discuss in this thread, but yes we had some issues and we're currently working on fixing it

 

[colinsunderland]

@lotusch It can take everything between 1-5 banking/working days (monday-friday) for the withdrawal to be in your bank account, any longer than that you should contact support as there might be an issue with the transaction.

@colinsunderland I don't think the reel race issue is something to discuss in this thread, but yes we had some issues and we're currently working on fixing it

I could start a thread and draw more attention to it if you like?

 

[Playford7]

I could start a thread and draw more attention to it if you like?

Your a very naughty boy lol

 

[Louis]

@colinsunderland Is this a blackmail to gain bonuses? Haha, you do as you please Colin.
I just wrote it with good intentions to keep this thread to the actual topic.

 

[colinsunderland]

@colinsunderland Is this a blackmail to gain bonuses? Haha, you do as you please Colin.
I just wrote it with good intentions to keep this thread to the actual topic.

lol no, I only posted in here as it was the most recent thread you were active in rather than post a new one

 

[zreb]

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

Not sure if this is what you're implying or not, but - if someone deposits $20,000 over the account's lifetime, runs out of money, them scams the casino for a $50 chargeback - wouldn't you just write that off as a cost of doing business? Much better to take a tiny risk than to lose a longtime customer.

The chance of it being some sort of stolen $50 credit card balance with a longstanding skrill account in the same name should also be very low if money laundering is a concern.

As some others have said, yes there is a reason the rule exists, but a sign of a good casino is they can realize when it makes sense to grant an exception. A sign of a bad casino is rigid inflexibility.