Unable to withdraw at Casumo - awaiting verification of documents

interlog

Meister Member
webmeister
PABnonaccred
MM
Joined
Mar 29, 2015
Location
London
Ok... I shouldn't have deposited as I was made aware prior that I could not withdraw.

So I had an email from Casumo asking for documents (ID and SOW) which I uploaded and are now awaiting approval. Stupidly I made a deposit of 200 and managed to get the balance up to 1500 that I wanted to withdraw.

The withdrawal is blocked (I can't even action it, let alone lock it) until the documents have been approved.

Live chat could not give me a timeframe which is disappointing.

Question: How can it be right to accept my money but not pay out my winnings. Isn't this against UKGC regulations?

I made the casino rep aware of this topic as per the forum rules.
 

Kroffe

เ๓ ค Ŧคภςץ ๒єคг
MM
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Mar 2, 2019
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sweden
Really should not be allowed imo.
The SOW that they have asked for is supposed to act as proof the money you use comes from proper places, and that you can afford to gamble.
So how can they be allowed to accept deposits, and not allow withdrawals while such a thing is under investigation.

Connerie is what it is!
Pardon my french.
 

Louis

Dormant account
Joined
Oct 30, 2018
Location
Malta
Hi there @interlog

The reason for this is because we have a lot of players who wants to be able to play during the time. Because most of our players have valid documentation, they can just continue doing what they like during the time of the verification. Even though it might take a long time to verify, they can still play and win, but withdrawal has to wait until verification has been completed.

Us asking for a SoW doesn't mean that a player is actually doing anything bad, it's just a simple check. If we do actually find any proof of something bad, the account will be blocked and you wouldn't be able to deposit or withdraw any funds.
But if that is not the case, as in most of our SoW cases, we don't want to restrict the players from using our services.

/Louis
 

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
TBF casumo warned you that you could not withdraw until your documents for ID and SOW were approved. You decided to deposit anyway. I personally don't feel the casino did wrong here. What you are effectively saying is that as people cant control themselves from depositing even when warned there will be at the very least a delay in withdrawing they should block people from depositing until documents approved. Surely the player at the point of being informed of requirements should take responsibility for actions at that point.

Sorry just my view.
 

Kroffe

เ๓ ค Ŧคภςץ ๒єคг
MM
Joined
Mar 2, 2019
Location
sweden
TBF casumo warned you that you could not withdraw until your documents for ID and SOW were approved. You decided to deposit anyway. I personally don't feel the casino did wrong here. What you are effectively saying is that as people cant control themselves from depositing even when warned there will be at the very least a delay in withdrawing they should block people from depositing until documents approved. Surely the player at the point of being informed of requirements should take responsibility for actions at that point.

Sorry just my view.

Problem with only allowing transactions one way is that they can give him the "lobo-treatment" if they want, wich would make the SOW more or less impossible to pass.
Say he won a big sum, and casumo did not feel like paying. "give us the id of all people who have made transactions to you from the last six months or we keep your money"

If they can accept deposits while an SOW is ongoing, they can accept withdrawals aswell.
 

Borgie

Paleo Meister (means really, really old)
MM
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Jul 19, 2011
Location
United Kingdom
Problem with only allowing transactions one way is that they can give him the "lobo-treatment" if they want, wich would make the SOW more or less impossible to pass.
Say he won a big sum, and casumo did not feel like paying. "give us the id of all people who have made transactions to you from the last six months or we keep your money"

If they can accept deposits while an SOW is ongoing, they can accept withdrawals aswell.

As the rep said the majority of peoples source of wealth documents are accepted. Interlog won 13k on DHV so has proof of a large win so can show his income comes from there. If a casino tells you they are going to do these checks before you deposit which they did in this case it's up to the player how they proceed.
 

Lobo

Repeated violations of rule 1.18 - being a PITA
PABnoaccred2
Joined
Apr 21, 2018
Location
Scandinavia
Be careful. If Casumo think you can't afford to gamble on the stakes you do, you will be hit with an impossible SOW.
If you are not successful in verifying your account within 30 days it will be permanently locked and money confiscated.

As for me, they asked for ID and signed statements from persons I barely know. That was impossible for me to get, and that was the only option if I wanted to withdraw. I was ofc free to deposit and they sent me deposit bonuses during that time.
Never send them bank statements if you have recieved money other than your paycheck. F.ex you've sold something online. You'll have to send in ID's and statements from those persons, which in most cases can be impossible to get.

Short summary: Are you hit with a SOW at Casumo and you have deposited more than your paycheck in one of the recent months, you might have a really hard time.

https://www.casinomeister.com/forums/threads/are-you-a-highroller-beware-of-casumo.88806/
I wish you good luck, and I hope it'll be solved. Keep us updated.
 
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Kroffe

เ๓ ค Ŧคภςץ ๒єคг
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As the rep said the majority of peoples source of wealth documents are accepted. Interlog won 13k on DHV so has proof of a large win so can show his income comes from there. If a casino tells you they are going to do these checks before you deposit which they did in this case it's up to the player how they proceed.

I agree that it was Interlogs choice to deposit even when he knew a SOW was underway.
My point is mostly that during an SOW, deposits&withdrawals should be either allowed or locked, not allowing transactions just going one way.

I dont know what the rules actually say about withdrawals&deposits during an SOW.
But i have a gut-feeling they are allowed to accept withdrawals if they are allowed to accept deposits, they just choose not to.

@CasumoLouis can correct me if im wrong.
 

Lobo

Repeated violations of rule 1.18 - being a PITA
PABnoaccred2
Joined
Apr 21, 2018
Location
Scandinavia
Hi there @interlog

The reason for this is because we have a lot of players who wants to be able to play during the time. Because most of our players have valid documentation, they can just continue doing what they like during the time of the verification. Even though it might take a long time to verify, they can still play and win, but withdrawal has to wait until verification has been completed.

Us asking for a SoW doesn't mean that a player is actually doing anything bad, it's just a simple check. If we do actually find any proof of something bad, the account will be blocked and you wouldn't be able to deposit or withdraw any funds.
But if that is not the case, as in most of our SoW cases, we don't want to restrict the players from using our services.

/Louis
Due to the way CASUMO is practicing the SOW's it is straight up predatorion behavior to accept deposits.
Tell me, @CasumoLouis ... exactly what are you doing with the money to a player that don't pass your SOW?
 

sueyh

Senior Member
Joined
Apr 12, 2014
Location
New Zealand
Hi there @interlog

they can just continue doing what they like during the time of the verification.

/Louis

The players like "pushing a spin button" AND "having the winning in his bank account if he wins something nice".
The players feel excited about pushing a spin button because of the possibility of the winning, not because the diamond on Bonanza looks really shining.
 

interlog

Meister Member
webmeister
PABnonaccred
MM
Joined
Mar 29, 2015
Location
London
Hi there @interlog

The reason for this is because we have a lot of players who wants to be able to play during the time. Because most of our players have valid documentation, they can just continue doing what they like during the time of the verification. Even though it might take a long time to verify, they can still play and win, but withdrawal has to wait until verification has been completed.

Us asking for a SoW doesn't mean that a player is actually doing anything bad, it's just a simple check. If we do actually find any proof of something bad, the account will be blocked and you wouldn't be able to deposit or withdraw any funds.
But if that is not the case, as in most of our SoW cases, we don't want to restrict the players from using our services.

/Louis

So why won't you allow the player to at least press the withdrawal button and lock it? As soon as the documents have been approved, the money can be transferred to the player at the same time.

Whilst your chat operator was polite, he was not being helpful at all by not giving me a timeframe for the document approval. As you say, most players have valid documents so he could surely have given some kind of indication. Are we talking hours, days, weeks? I also asked if it could be speedied up, but no could do with that either.
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
Hi there @interlog

The reason for this is because we have a lot of players who wants to be able to play during the time. Because most of our players have valid documentation, they can just continue doing what they like during the time of the verification. Even though it might take a long time to verify, they can still play and win, but withdrawal has to wait until verification has been completed.

Us asking for a SoW doesn't mean that a player is actually doing anything bad, it's just a simple check. If we do actually find any proof of something bad, the account will be blocked and you wouldn't be able to deposit or withdraw any funds.
But if that is not the case, as in most of our SoW cases, we don't want to restrict the players from using our services.

/Louis

Still waiting for an answer to my question regarding the GDPR. How can you have the right to process a third parties personal data without their consent?

I'm also not sure how this can be the correct way of doing things.

If this is a AML request, then you must have grounds for believing the customer is a high risk of being involved in crime. Therefore by accepting deposits you are accepting money that you believe could be stolen/dirty.

If its a RG issue then you clearly have grounds to think theres a risk of there being a gambling problem (or why hasn't everyone had this request), so you are accepting money from someone who could be a problem gambler.

Have I got any of that wrong?

@interlog was the request anti money laundering?
 

SpinUk

Meister Member
PABnonaccred
MM
Joined
Oct 10, 2012
Location
London
Due to the way CASUMO is practicing the SOW's it is straight up predatorion behavior to accept deposits.
Tell me, @CasumoLouis ... exactly what are you doing with the money to a player that don't pass your SOW?
They will not and cannot keep your deposits if you refuse to comply with the SOW request, at least not for British players.
 

Borgie

Paleo Meister (means really, really old)
MM
Joined
Jul 19, 2011
Location
United Kingdom
They will not and cannot keep your deposits if you refuse to comply with the SOW request, at least not for British players.

The thing is that if you say no and then they are forced to refund your deposits - then for Interlog that would mean 2 things - he gets back 200 instead of 1.5k and they will close his account .
 

interlog

Meister Member
webmeister
PABnonaccred
MM
Joined
Mar 29, 2015
Location
London
@colinsunderland -it was a source of wealth request as well as providing ID.

I provided both and the ID was not accepted and I have now been asked to provide the same ID with me holding it up in front of my face.

@CasumoLouis - you never commented on players being able to withdraw and lock their withdrawals whilst the documents are being verified. Is this suggestion unreasonable or do you do what you do now in the hope that the player continues playing and loses the money?

Edit: I am also at a loss why suddenly the provision of ID when I have had the account with Casumo for what must have been 4 years or so?
 
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miksaxxx

Senior Member
Joined
Nov 5, 2008
Location
Finland
Is Casumo in violation of GDPR ? :

Under Article 4(14) of GDPR, facial images are considered as “biometric data”, which is subject to even stricter requirements for compliance with the Regulation


and :

Under Article 7(4), such consent is invalid if performance of the contract is made strictly dependent on the provision of such personal data, despite the fact that it is not necessary for the contract to be carried out.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Still waiting for an answer to my question regarding the GDPR. How can you have the right to process a third parties personal data without their consent?
...

The GDPR does have provisions for the data controller -- in our case the casino -- to pass the data subject's info on to a data processor without explicit consent from the data subject. See GDPR Article 28.
 

dealer wins

Meister Member
Joined
Oct 25, 2006
Location
London the sh$thole
Reading this makes me shudder. I gave up online casinos last year, and not a day too soon thank god. Bunch of charlatans most of them have become.

What an earth happened to customers being valued, especially at casinos where they dont even get a physical product, just an electronic interaction with a RNG, and some pretty graphics, that take about 5% of every penny spent on it. In years past gamblers where given VIP treatment, now they are treated like criminals.
 

L&L-Jan

Affiliate Manager for Accredited Casinos
Joined
Jun 15, 2013
Location
Malta
@colinsunderland -it was a source of wealth request as well as providing ID.

I provided both and the ID was not accepted and I have now been asked to provide the same ID with me holding it up in front of my face.

@CasumoLouis - you never commented on players being able to withdraw and lock their withdrawals whilst the documents are being verified. Is this suggestion unreasonable or do you do what you do now in the hope that the player continues playing and loses the money?

Edit: I am also at a loss why suddenly the provision of ID when I have had the account with Casumo for what must have been 4 years or so?

Send them the video of your DHV 10.000x bet hit, so can verify you from the video? :)
 

colinsunderland

On a Break
Joined
Jan 28, 2016
Location
uk
The GDPR does have provisions for the data controller -- in our case the casino -- to pass the data subject's info on to a data processor without explicit consent from the data subject. See GDPR Article 28.

Yes, but not in the case where they are asking for personal details of a third party and their ID for people who have made payments into the Casumo customer bank account.
 

nutnut

Meister of Infractions
Joined
Sep 11, 2014
Location
england
hasn't interlog took previous time out and breaks in past from gambling. so if his deposits have shot up he might have flagged as a gambler with problems.
 

interlog

Meister Member
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PABnonaccred
MM
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Location
London
hasn't interlog took previous time out and breaks in past from gambling. so if his deposits have shot up he might have flagged as a gambler with problems.

Yes, I did use Gamstop for a year and ironically when it expired Casumo was one of the few casinos that wouldn't let me log back in without speaking to a representative first. That I did and all the good questions about control of gambling etc. were asked. They even put a deposit limit onto my account of 200euro per day!!!!

Why the SOW now and not then?
 

Mr_Slot5

Senior Member
Joined
May 6, 2019
Location
Cheshire
Yes, I did use Gamstop for a year and ironically when it expired Casumo was one of the few casinos that wouldn't let me log back in without speaking to a representative first. That I did and all the good questions about control of gambling etc. were asked. They even put a deposit limit onto my account of 200euro per day!!!!

Why the SOW now and not then?

I've spoken about this GAMSTOP issue before. Seems that it's more hassle than it's worth unless you're planning on giving up online gambling for life.
 
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