Wild Swarm build gone missing + account blocked (Casumo)

[Paul Osc Slots]

I am writing this on behalf of my friend David who recently had a terrible experience with Casumo. He is not one to complain on a forum (neither am I) but I was soo annoyed how he has been treated that I am writing this complaint on his behalf.


David is a hobbyist streamer and low stakes player and streams casino slots 5 nights a week on youtube with no casino affiliation or streamer bonuses. Recently he opened a Casumo account where he decided to grind out Wild Swarm (live on stream) on 20p stakes. To cut a long story short next time he visited the game noticed his swarm build had dropped down a level from level 3 to 2 (If you don't know the game you basically have to grind up levels).
Fast forward a couple of days and David makes a complaint to get to bottom of it and was waiting for a reply. Next time he logs in to the account he finds it is blocked and he is still waiting to receive his balance back.

Here is the email he received -

Dear David,

We have now concluded our due diligence and would like to thank you for the assistance provided during the entire process.

In line with clause 9.4 of our Terms and Conditions and with Casumo keeping the safety and protection of our players at the heart of our business, following the information received during these verification checks, we have closed your account from our end.

Should you have any remaining cash funds on your account, please be assured that these will be withdrawn as soon as possible. In order to withdraw these funds, we may require further information and documentation from you.

We do understand that this is not the outcome you’ve expected, however, it is an action taken with your best interest in mind.

In cases where gambling may be negatively impacting your life or may be becoming a problem we always recommend setting a self exclusion on your account. A self-exclusion results in a complete lock of your account for the duration of the exclusion, varying from 6 months up to 5 years or indefinitely. It will not be possible to re-open the account for any reason until after the set period has expired. Once the self-exclusion has expired you would need to take action to opt in by contacting our ambassador team. We will then review your situation again to check if we are able to reopen your account responsibly. Please let us know if this is something you would like to consider, and we would be happy to set it up for you.

Also, we recommend you to visit both Gamstop

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, where you can self-exclude yourself from all UK licensed operators and CasumoCares

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, where you can find useful information about professional organizations and software related to gambling awareness.

Wishing you all the best,

Player Protection Team

I myself have been a gambler for close to 30 years and online for 7 years and also have a youtube channel dedicated to online slots and these shady practices seem to becoming more regular. I have made a video which is online when I ran into problems with Calzone casino when I had a BGT bonus crash on me and after reload it had vanished. Even with video evidence they stated it did not happen! It appears we as players have zero protection these days?

David has stated if this isn't adequately settled he will be taking this further with the appropriate authorities. As far as I can see he had done nothing wrong. He had issue with build so made inquiry and that resulted in account blocked and funds being held!

I myself closed my account a few months back as they just give nothing to the player anymore and there are better casinos with regular perks out there!

 

[kou187]

I got the same email after going through the KYC with them a few months back.

I think they run a credit check and use that while making there decision also. My credit is awful and I think they decided to close the account down because of that. I used to deposit 10 - 20 quid there a month so it can't be that. Regarding the wild swarm he had built up I doubt they will compensate for that and it's best he just writes that off. As much as it sucks

 

[Paul Osc Slots]

If my memory serves me correct sometime last year there was talk last year or UKGC made a rule that casinos couldn't accept a FTD unless they had performed their KYC checks. This was to protect players and to stop casinos taking the deposits but not paying out? I might be wrong but I'm sure I read it.

I doubt very much they can sort the wild swarm problem now but that's bad enough on its own. If he was a £2 player that could be hundreds if not thousands of pounds on spins just wiped away. That is not acceptable to a player.

 

[Mr_Slot5]

You couldn't make this stuff up could you. Credit checked for £20 of deposits a month

So if you had a default on a mobile phone contract from 4 years ago, Casumo want to shut you out? Laughable.

It's correct what Colinsunderland said, you'd get less interrogation applying for a mortgage.

 

[DreamRJ]

Casinos are disgraceful for doing credit checks and closing your account if it has defaults or bad credit history...... They should be banned from being allowed to do them........

I think it might be wise to contact UKGC and make a complaint with them that they are abusing the credit check system and closing players account for bad credit which does not accurately predict the persons current financial circumstances. As far as they know you could have a really good job and or you could have just won a substantial amount of money. Yet they will still close your account because of a bad credit score or defaults..... totally disgraceful.

I think the more people that complain to the UKGC by contacting them. Maybe just maybe they might enforce a new rule that casinos with a UKGC license can not use credit checks as a reason to block accounts. Casumo should have their license revoked...... This on top of all the other countless complaints and issues with Casumo the last few years...... Bad bad casino they should be avoided at all costs......

Also message to other casinos and reps who read this forum. Take this as an example of how NOT to operate and not run your casino!

 

[Paul Osc Slots]

I know right, £20!!!

There's protecting the player and all that but it seems common sense is also thrown out of the window!

 

[Paul Osc Slots]

Also message to other casinos and reps who read this forum. Take this as an example of how NOT to operate and not run your casino!

Couldn't agree more.

 

[bamberfishcake]

As far as i am aware for anybody to do a proper credit check in the UK they need your permission.

Now wether we give permission by agreeing to t&c's or not i am not sure as i must admit i dont read them fully.

Soft checks are fine but one that shows on your credit history i am pretty certain needs your permission.

 

[Yorkie247]

Hello all, thanks to Paul for the post, Yes pauls post is about me, my credit rating is good.
I still don't understand why they closed my account and why they are not returning my money that is in my account?

 

[Mr_Slot5]

As far as i am aware for anybody to do a proper credit check in the UK they need your permission.

Now wether we give permission by agreeing to t&c's or not i am not sure as i must admit i dont read them fully.

Soft checks are fine but one that shows on your credit history i am pretty certain needs your permission.

Someone might correct me but I'm pretty sure in the UK you have to give explicit permission for a full credit check to be run, each and every time one is run.

A hard check from a casino is not going to look good on your report at all when you need to apply for credit in future.

 

[Yorkie247]

I did not see anything from them about a credit check

 

[Reelsoffun]

As far as I have seen casinos have been doing soft checks but they still get to see some of your info, don't know if they need permission for those or not but guessing no?

 

[Reelsoffun]

If you think losing your wild swarm progress is bad, I know someone that was doing a 39 heart collection on Lil devil on ALL stakes 10p - £5 to then play all at once like he saw bandit do and had them all on 39 up to the £4 and was about half way on £5 then was hit with an account close, due to heavy losses which lets face it would have got a reasonable chunk back possibly.

Looks like some not so good casinos have found a loophole to exploit players that are stock piling collectibles, while hiding behind the RG/SOW umbrella, disgusting behavior.

I mean WTF !! glad I ditched that casino when i did and the UKGC indeed need to clamp down on this sort of crap. The casinos are bending the rules to suit themselves all the time, not great times.........

 

[Mr_Slot5]

Looks like some not so good casinos have found a loophole to exploit players that are stock piling collectibles, while hiding behind the RG/SOW umbrella, disgusting behavior.

I mean WTF !! glad I ditched that casino when i did and the UKGC indeed need to clamp down on this sort of crap. The casinos are bending the rules to suit themselves all the time, not great times.........

Yep, get rid of the player whilst their account is down.

What did people expect, there is nothing to protect the player from this sort of behaviour. Every man and his dog could see that some casinos would use AML and RG regulation to suit their own agendas.

 

[bamberfishcake]

As far as I have seen casinos have been doing soft checks but they still get to see some of your info, don't know if they need permission for those or not but guessing no?

Soft checks are the kind you get when Capital One or Ocean Finance offer to check your eligibility without affecting your credit score. Any soft checks dont appear to lenders on your file.

I dont actually know if a company needs prior approval for a soft check but would have thought so.

Hard checks, unless anything has changed over the last few months that ive missed, require your approval so you are aware the result impacts your record/score.

Edit: A quick google search actually contradicts what i have said and states:

The law regulates credit reporting and ensures that only business entities with a specific, legitimate purpose, and not members of the general public, can check your credit without written permission. The circumstances surrounding the release of your financial information vary widely.

So it seems they dont need your permission if they have a valid reason within the parameters of the Fair Credit Reporting Act. You would need to check where Casumo or gambling fit within that to confirm if what they have done is legal.

I would assume that with all the troubles they have had in recent years and the way they have been working recently it probably is. Cant see them making silly mistakes like that with the tight operation they seem to have now.

 

[PMKFRUITPRO]

If you think losing your wild swarm progress is bad, I know someone that was doing a 39 heart collection on Lil devil on ALL stakes 10p - £5 to then play all at once like he saw bandit do and had them all on 39 up to the £4 and was about half way on £5 then was hit with an account close, due to heavy losses which lets face it would have got a reasonable chunk back possibly.

Looks like some not so good casinos have found a loophole to exploit players that are stock piling collectibles, while hiding behind the RG/SOW umbrella, disgusting behavior.

I mean WTF !! glad I ditched that casino when i did and the UKGC indeed need to clamp down on this sort of crap. The casinos are bending the rules to suit themselves all the time, not great times.........

A good chunk back??!!!!!!!

I take it you’ve not played many heart stoppers!!!

 

[snorky510238]

Casumo closed my account for no good reason. I completed all verification and went beyond what I call normal to do so.

I also had around half the hearts collected on Lil Devil and my account was in profit over the years.

 

[EkJR]

They 100% cannot conduct any kind of hard search credit check. They can only use a service like this to verify info such as name, address and DOB.

 

[Paul Osc Slots]

It would be nice if someone from Casumo could comment on this and clear it up?

 

[Spikie]

Haven’t seen anyone from Casumo post for a while . They used to do monthly big winners threads but the last one was a long time ago .

They suspended my account whilst waiting for verification, even though I have played there for years and verified before . They can keep it suspended , I’d rather play elsewhere now. They used to be a great casino , not any more ....

 

[pinnit2014]

Their chat support was always decent; one of the more competent support teams but the website smoothness was never great; but chunky for my liking.

Though they've started sending out the odd offer, the erratic withdrawal times and the lack of any incentive to use them saw me cut down playing there - only kept playing as one of only 3 casino's i'm in profit in; so nostalgia

Apart from that you get the feeling you're only one withdrawal away from having to lodge a complaint to get your money, such has been their dubious use of SOW etc

 

[incrediblestuff]

It would be nice if someone from Casumo could comment on this and clear it up?

Yes, but the proper way to go here is that you tag them in the thread with the complaint, or send them a private message...
@Louis i think is the only active Casumo rep here, don't they are accredited at the moment, and thus not sure how compelled they would be or how obligated they are

Regardless, by answering you i already tagged him so i guess that's that...

 

[snorky510238]

Yes, they lost their accredited status so they are not going to go out of their way to help I guess.

 

[kou187]

Like most casinos they were the 1 place to play at when they first launched. And then reality sets in and things turn to dog shit. Cough Cough.....Videoslots....hum hum