Unable to withdraw at Casumo - awaiting verification of documents

[Gaz237]

So nobody can withdraw at casumo unless they are prepared to sell their mother, give 10 pints of blood or go round all their mates asking for their passports

I don't have an account at Casumo and guess who wont be getting one !

Maybe they have had tough month and there's not enough coffers in the pot.

 

[irish-ranger]

The wheels seem to be falling off the wagon at Casumo.

I really don’t think the wheels are falling of the wagon just because a few members on Casinomeister are pissed off.
You have to remember these guys are a massive operator and have thousands playing on their platform daily.
They really don’t give a flying fuck for everyone who closes and account they prob get 5 new members.

 

[colinsunderland]

If you can't provide the evidence then don't say "the GDPR says this" or "the GDPR does that". If you state something as a fact then bloody well be prepared to prove it. If you can't then either keep your suppositions to yourself or be very clear that you are speculating. Otherwise you're simply spreading misinformation which, especially when it comes to the GDPR, is all too plentiful already thank you very much.

And whether something is "obvious to any reasonable person" or not is an awfully flaccid argument when you are talking about casino misbehavior. As we all know a good many casinos operate on a "we'll do it until the law says we can't" basis. Your "any reasonable person" argument isn't worth spit when it comes to dealing with that kind of MO. You're basically just typing because you like the sound of your keyboard or whatever.

My point is that almost no one here has actually read the GDPR never mind processed it to the point where they can speak in an informed manner about it. Which by the way includes me: if I'm going to say something about what the GDPR does or doesn't say I damn well do my homework to make sure I know what I'm talking about and what I'm saying is true and verifiable.

If you are going to make statements as fact about the GDPR the same requirements would and should apply to you. Dodging it later by saying "well it's not there in black and white" is BS.

Edit posted too quicky lol and lost the body of text I wrote out, will respond later

 

[ternur]

My point is that almost no one here has actually read the GDPR never mind processed it to the point where they can speak in an informed manner about it.

Well I have. And continue to work with issues related to the GDPR almost daily.

One thing about the GDPR I sincerely agree with you: It's a very complex piece of legislation. It's binding and must be applied in its entirety across the EU (as any regulations is). But it still leaves some national leeway. And that certainly does not make it easier to understand.

The CJEU monitors the application of EU primary and secondary law and ensures its uniform application throughout the EU. The GDPR is the key act of the EU's (secondary law) acquis communautaire regulation data protection.

Before the CJEU establishes enough case law relating to the GDPR, we'll just have make with informed observations about the GDPR and how it's being applied.

I feel it's safe to say that the GDPR has been a paradigm shift in privacy. One of the most important laws in the EU's history in my opinion. And a moneymaker to lawyers.

 

[mariafbb]

Don't hold your breath - I am now on second day and nothing seems to have progressed. I have had a reply to my PM but radio silence as far as the casino goes.

dunno but I've put my docs in around 11 AM , now my account is verified and money on the way..so I guess all great here

 

[Lobo]

So all of you who are hit with sow and extra verification checks, does it always happen on withdrawal? Can someone share if they experienced that to be allowed to deposit? And you who have gotten these requests what amount do you gamble for? Small or high?

Seems i will steer away from casumo if this keeps up, if this is a new strategy they use.

I was hit with a brutal SOW (blocked for withdrawals) after I had deposited a good amount of money (and a healthy balance).
Casumo for sure want you to deposit while the SOW is active. They even sent me a deposit bonus to use.
The SOW I think is individual and Casumo are making them up as you go. From me they asked:

- Signed letter from a lawyer that prooved where money is coming from.
- The finances (books) from my company signed by a registered accountant.

I refused to give them that. Then they asked for:

- Monthly paycheck.
- Account statements from my VISA-account (which I had used to deposit with)

After that they asked for:

- The saw I had more than one account on the statements so they asked for account statements from all my accounts.
- They saw I had recieved money from 3rd parties, so they demanded a signed letter stating where they money are coming from + ID's from the 3rd parties.

No doubt Casumo is making a good amount of money of these SOW in the short run.

Casumo used to be a great Casino. Now they are a big predatorian beast!

 

[goatwack]

'Flaccid argument' are words I'm only all too familiar with, sadly

 

[maxd]

... I feel it's safe to say that the GDPR has been a paradigm shift in privacy. One of the most important laws in the EU's history in my opinion. And a moneymaker to lawyers.

I agree 100%. IMO the GDPR is 75% of a wonderful thing. It's the missing 25% -- basically case law and published interpretations from the likes of ICO -- that we sorely need in order to make the most of it.

Until that missing 25% materializes casinos will abuse the GDPR (because they can) and armchair gurus -- myself included -- will pontificate ad naseum about what they think it means (because they must). In the vacuum that currently exists regarding the GDPR's real world, on the ground, implementation we will, for now, simply have to live with that.

 

[PaaskeDenmark]

LOL....ditto Exactly the same.

they fixed it for me mate. ITs uk players as account is euro it blocks now when getting free spins etc. Security fixed the issue and they gave me 7 spins on book of dead instead

 

[dunover]

I was hit with a brutal SOW (blocked for withdrawals) after I had deposited a good amount of money (and a healthy balance).
Casumo for sure want you to deposit while the SOW is active. They even sent me a deposit bonus to use.
The SOW I think is individual and Casumo are making them up as you go. From me they asked:

- Signed letter from a lawyer that prooved where money is coming from.
- The finances (books) from my company signed by a registered accountant.

I refused to give them that. Then they asked for:

- Monthly paycheck.
- Account statements from my VISA-account (which I had used to deposit with)

After that they asked for:

- The saw I had more than one account on the statements so they asked for account statements from all my accounts.
- They saw I had recieved money from 3rd parties, so they demanded a signed letter stating where they money are coming from + ID's from the 3rd parties.

No doubt Casumo is making a good amount of money of these SOW in the short run.

Casumo used to be a great Casino. Now they are a big predatorian beast!

I have provided more info to a single entity in the last 4 days (yes, they are still hanging on to my money and moving the goalposts every time I send some info) than I ever have in my entire life.

I was asked for bank screenshots at one stage on chat and e-mail. Gave them. Now it's pdf's and one on my accounts does not have that tool, only CSV. I have provided so much detail that if you saw it you'd see immediately the trail of transactions in online banking that match 100% with what I deposited.

I am at the stage when I can do no more with the facilities online I have at these banks.

I feel exposed, violated almost yet this casino is willing to let me keep depositing whilst supposedly being unsatisfied with my source of funds. Obviously I haven't deposited and 4 days later my w/d is still being withheld.

I am at the crunch point now - either the latest and about 6th. sending of docs will be enough, or it won't. If not we'll have to see how they act as regards keeping my 4-figure withdrawal and 4-figure deposits. I can tell you now this whole matter was NOT instigated at the specified 2k deposits trigger but after far more. This obviously means that by delaying the SoW request then more money is given them before the time they initiated the SoW procedure, way over the 2k, which they presumably keep regardless.

I am not sure whether I will play again after this - yes, I understand Casumo have been fined heavily by the UKGC and are therefore paranoid about this, but I can only ask you guys to trust me that if you saw the docs I sent already, you'd be 100% satisfied they're all good. I simply cannot face another 4 days of stress and aggravation just for the privilege of losing my money at somebody's casino, at another site.

 

[colinsunderland]

I have provided more info to a single entity in the last 4 days (yes, they are still hanging on to my money and moving the goalposts every time I send some info) than I ever have in my entire life.

I was asked for bank screenshots at one stage on chat and e-mail. Gave them. Now it's pdf's and one on my accounts does not have that tool, only CSV. I have provided so much detail that if you saw it you'd see immediately the trail of transactions in online banking that match 100% with what I deposited.

I am at the stage when I can do no more with the facilities online I have at these banks.

I feel exposed, violated almost yet this casino is willing to let me keep depositing whilst supposedly being unsatisfied with my source of funds. Obviously I haven't deposited and 4 days later my w/d is still being withheld.

I am at the crunch point now - either the latest and about 6th. sending of docs will be enough, or it won't. If not we'll have to see how they act as regards keeping my 4-figure withdrawal and 4-figure deposits. I can tell you now this whole matter was NOT instigated at the specified 2k deposits trigger but after far more. This obviously means that by delaying the SoW request then more money is given them before the time they initiated the SoW procedure, way over the 2k, which they presumably keep regardless.

I am not sure whether I will play again after this - yes, I understand Casumo have been fined heavily by the UKGC and are therefore paranoid about this, but I can only ask you guys to trust me that if you saw the docs I sent already, you'd be 100% satisfied they're all good. I simply cannot face another 4 days of stress and aggravation just for the privilege of losing my money at somebody's casino, at another site.

Have you provided affiliate income details to them with where it came from? Just asking as it's against most programme's t&c's to do that, and is against Casumo's which I pointed out to them when I told them clearly I cannot and will not supply that information. That was over 18 months ago now, and I'm still waiting for them to come back to me and tell me how I can submit SOW documents if required, which they told me they would do, so I presume they don't have a problem with me not supplying them. If they do have a problem, then they shouldn't be accepting deposits from me, as I was very clear in that I won't supply affiliate income details to them.

They do seem strange at the moment, I went on live chat last night to verify a new card I had made a couple of deposits with and a small withdrawal to last night, and was told they don't need it verifying as it hasn't been used much Fully expected to get up this morning to 'please provide verification before we process your withdrawal', but no, withdrawal approved!

 

[dunover]

Have you provided affiliate income details to them with where it came from? Just asking as it's against most programme's t&c's to do that, and is against Casumo's which I pointed out to them when I told them clearly I cannot and will not supply that information. That was over 18 months ago now, and I'm still waiting for them to come back to me and tell me how I can submit SOW documents if required, which they told me they would do, so I presume they don't have a problem with me not supplying them. If they do have a problem, then they shouldn't be accepting deposits from me, as I was very clear in that I won't supply affiliate income details to them.

They do seem strange at the moment, I went on live chat last night to verify a new card I had made a couple of deposits with and a small withdrawal to last night, and was told they don't need it verifying as it hasn't been used much Fully expected to get up this morning to 'please provide verification before we process your withdrawal', but no, withdrawal approved!

Yes, they have a pdf of my every day depositing current account which includes affiliate payments both directly into it and cash payments from Neteller it into after aff payments have been withdrawn from there. Most aff payments don't actually mention the programme unless you expand the transaction info. They have a Neteller screenie which shows aff payments coming in as a source of income which are identified. They have my whole 2018-19 tax return on pdf, my second current account that I sent the depositing money through into my everyday current account from which the deposits were made from. They have a copy of my photocard DL, a photo of me holding it, a copy of my Govt bonds balance, screenshots of ISA account showing money transferred to this second current account which funded the depositing current account. They have a pdf of my phone bill too.

In other words, this casino has more information to hand about me than anybody else ever has, aside from me. Yet despite it being bleedin' obvious it's all kosher, the goalposts move, screenshots become demands for pdf's and the BS continues.

 

[colinsunderland]

Yes, they have a pdf of my every day depositing current account which includes affiliate payments both directly into it and cash payments from Neteller it into after aff payments have been withdrawn from there. Most aff payments don't actually mention the programme unless you expand the transaction info. They have a Neteller screenie which shows aff payments coming in as a source of income which are identified. They have my whole 2018-19 tax return on pdf, my second current account that I sent the depositing money through into my everyday current account from which the deposits were made from. They have a copy of my photocard DL, a photo of me holding it, a copy of my Govt bonds balance, screenshots of ISA account showing money transferred to this second current account which funded the depositing current account. They have a pdf of my phone bill too.

In other words, this casino has more information to hand about me than anybody else ever has, aside from me. Yet despite it being bleedin' obvious it's all kosher, the goalposts move, screenshots become demands for pdf's and the BS continues.

This sounds like the type of stuff Videoslots were asking for until the backlash got them to change it.
Thats ridiculous, no way would I supply what they are asking for, my account would be closed and I would be expecting my money to be paid. I've had mortgages with much less info than that. Is it AML or RG?

 

[dunover]

This sounds like the type of stuff Videoslots were asking for until the backlash got them to change it.
Thats ridiculous, no way would I supply what they are asking for, my account would be closed and I would be expecting my money to be paid. I've had mortgages with much less info than that. Is it AML or RG?

AML by the sound of things.

 

[Andy Walker]

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.

You do not have permission to view link Log in or register now.

I wish you good luck, and I hope it'll be solved. Keep us updated.

Can you verify it is within the terms and conditions of a Casino to confiscate money if suitable documents are not submitted within 30 days because its not outside the realms of possibility that someone could be taken into hospital and not be able to do anything within that time frame.

 

[Andy Walker]

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

Yet another grey area which leaves the player open to unneeded scrutiny, you have admitted that it has been identified that allowing a player to deposit without being fully verified is an error on the Casinos part as you said quote "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" by way of saying some players a minority do not have valid / suitable documentation.

Why doesn't the company have a blanket policy of you don't have valid documentation then you can't deposit and play for real money. The thing is that money won is real for the player and may be a considerable amount that could make a difference to the company its just numbers / the bottom line. Surely from historical records you know that this has happened before and in some cases has ended with misery for the player, great PR.

 

[Lobo]

Can you verify it is within the terms and conditions of a Casino to confiscate money if suitable documents are not submitted within 30 days because its not outside the realms of possibility that someone could be taken into hospital and not be able to do anything within that time frame.

When I realized it was impossible for me to give Casumo what they wanted (signed statements and photo ID's to other persons) all I wanted was to withdraw and close my account. But my VIP manager confirmed 5 times on email that the ONLY way I ever was to withdraw from Casumo again was to provide such documents and pass the SOW.
I really needed that money, but I saw it as lost and gambled it away.
I was ofc free to deposit more. They even sent me a deposit bonus.

Be very very very careful if you one month have deposited more than your monthly paycheck.

My case is currently behing handled by the MGA.

Edit: Being a VIP for 3+ years I trusted Casumo like my own bank so I even deposited 2500eur right after I was hit with the SOW. I was sure my money were safe :/

 

[Lobo]

Yes, they have a pdf of my every day depositing current account which includes affiliate payments both directly into it and cash payments from Neteller it into after aff payments have been withdrawn from there. Most aff payments don't actually mention the programme unless you expand the transaction info. They have a Neteller screenie which shows aff payments coming in as a source of income which are identified. They have my whole 2018-19 tax return on pdf, my second current account that I sent the depositing money through into my everyday current account from which the deposits were made from. They have a copy of my photocard DL, a photo of me holding it, a copy of my Govt bonds balance, screenshots of ISA account showing money transferred to this second current account which funded the depositing current account. They have a pdf of my phone bill too.

In other words, this casino has more information to hand about me than anybody else ever has, aside from me. Yet despite it being bleedin' obvious it's all kosher, the goalposts move, screenshots become demands for pdf's and the BS continues.

Ditto. Scary af.
Casumo has over 100 employees, and if just one of them have some bad intensions and want to make som quick bucks on the black market, our docs are worth a small fortune.
Anyone with these docs can get a cellphone number, bank account, mail box etc in your name...

Shady employees are everywhere.

 

[miksaxxx]

Well I have. And continue to work with issues related to the GDPR almost daily.

One thing about the GDPR I sincerely agree with you: It's a very complex piece of legislation. It's binding and must be applied in its entirety across the EU (as any regulations is). But it still leaves some national leeway. And that certainly does not make it easier to understand.

The CJEU monitors the application of EU primary and secondary law and ensures its uniform application throughout the EU. The GDPR is the key act of the EU's (secondary law) acquis communautaire regulation data protection.

Before the CJEU establishes enough case law relating to the GDPR, we'll just have make with informed observations about the GDPR and how it's being applied.

I feel it's safe to say that the GDPR has been a paradigm shift in privacy. One of the most important laws in the EU's history in my opinion. And a moneymaker to lawyers.

Do you ternur ask your client to take selfie with passport when he/she is making something criminal and send them to casino SOW ?

 

[Guntis]

Just to add a bit from my experience. My deposits normally are £800 - 1K a week and for last years I only have been playing at Casumo and Betsafe
where I never had any problems at all.

Around a half year ago Betsafe asked for proof of income and if I feel comfortable with my gambling habit because I was having bad luck and in 2 hours time made around 48-50 deposits form my Paypal account. After that, I had to send them my payslips and written confirmation that I'm absolutely fine and have no gambling problems.


At Casumo last month, I have updated my bank card details and made a few deposits. On withdrawal, they asked for a bank statement with my address on it and pictures of the card, which is a standard procedure.

Had to send them a front and back and literally in 20 min time received an email that the card has been verified and my winnings transferred.

In overall, my experience at Casumo was good.

 

[Slottery]

As some reps here have stated, these SOW requests are triggered on certain threshold is met, reason why these are really pain in **** for players is that so many times it only will be seen when you request withdrawal and somebody actually go through your account, pretty much like KYC, if you have used new payment method or have something not verified, it will be requested when you request withdrawal, i really don't believe that casinos are making it with purpose as paying one withdrawal is not that big thing for them, they pay many every minute (not referring to Casumo here but in general what threads here have been within last years, this topic just is active now),

It's quite terrible situation and practice, i really wonder why some big ones haven't been implemented more player friendly way to process these. Slotsmillion last week (if i remember right what was reading from here) introduced £300 monthly deposit limit for all UK players what can be increased by completing SOW process, that's already much nicer to be aware that SOW don't surprise you on time of your withdrawal, like it currently do for many places (information based on threads here).

Casinos are all the time innovating new bonus programs and other things to their operations and everywhere, i really wonder that so few are interested about UX when it's coming to SOW, or maybe i'm totally wrong and many are, these casinos just don't get to threads here, Casumo for example have been quite innovative and able to do many things very well, so this could be something to use some brain power, operation managers and legal team together for sure could come out with something for better UX around this, maybe it's not priority, but as so popular brand, could expect something better in SOW process as well.

 

[dunover]

Well, the latest is this bollocks:

"Kindly be informed that your withdrawal has been cancelled .
Please send us all the required documents.
As soon your account is verified you can request a new withdrawal if you wish and we'll make sure to handle it as quick as we can!
Have a great day.
Kind regards, ****"

So 4 days after initiating it on Thursday, they've cancelled it. I've exhausted all documents available to me to supply for SOW.

So it's limbo. They will of course let me play it back and spunk it, which I will not.

I'm having my money held to ransom, despite making every effort to resolve this, I've now run out of stuff available to send them that's possible from my online banking. I'm screwed now.

 

[Borgie]

Well, the latest is this bollocks:

"Kindly be informed that your withdrawal has been cancelled .
Please send us all the required documents.
As soon your account is verified you can request a new withdrawal if you wish and we'll make sure to handle it as quick as we can!
Have a great day.
Kind regards, ****"

So 4 days after initiating it on Thursday, they've cancelled it. I've exhausted all documents available to me to supply for SOW.

So it's limbo. They will of course let me play it back and spunk it, which I will not.

I'm having my money held to ransom, despite making every effort to resolve this, I've now run out of stuff available to send them that's possible from my online banking. I'm screwed now.

So is the only option for them to pay what they owe you and the account be closed then?

 

[Lobo]

Well, the latest is this bollocks:

"Kindly be informed that your withdrawal has been cancelled .
Please send us all the required documents.
As soon your account is verified you can request a new withdrawal if you wish and we'll make sure to handle it as quick as we can!
Have a great day.
Kind regards, ****"

So 4 days after initiating it on Thursday, they've cancelled it. I've exhausted all documents available to me to supply for SOW.

So it's limbo. They will of course let me play it back and spunk it, which I will not.

I'm having my money held to ransom, despite making every effort to resolve this, I've now run out of stuff available to send them that's possible from my online banking. I'm screwed now.

Exactly the same thing like my case... I was stupid enough to donk my money off.

What kind of docs are they requesting? Some kind of 3rd party docs which is difficult for you to provide?

 

[dunover]

Exactly the same thing like my case... I was stupid enough to donk my money off.

What kind of docs are they requesting? Some kind of 3rd party docs which is difficult for you to provide?

Pdf's of an ISA account which doesn't have a facility to download pdf's like my current accounts do, and those I have supplied.
I've simply run out of possibilities now. To be honest, if I did have this then it would never be enough, the goalposts would move and it would be something else.