Sodi

soo another quick update for anyone who is interested. i have started using the ADR route about 2,5 months ago. i used eCOGRA, and after giving all the required documents and transcripts to eCOGRA they said they would get in touch with me once an update was available from the operator (casumo) after a couple of weeks I asked via email for an update, i got a reply saying "the operator had some delay issues, but the would get back ASAP with the required feedback". this has been 2 months now, 0 communication from eCOGRA about my case. ive asked multiple times via email for updates but have had 0 responses. maybe i missed an email, you might think, well, as did i, so i asked if i missed an email via email, but did not get any response on that email either. i guess, at this point, the +/- 3.000 euro's will never reach my account, and it has all been a waste of time for everyone involed (obviously me aswell).

probably because you are not allowed to advertise any casino's on your stream anymore (or something along the lines of that). im pretty sure he still had his STAKE banner showing, not sure tho obviously.

quick update: my account is still under review, 12 days now, didnt get any response yet, only "they will get back to you as soon as possible". "ADR" is impossible because my account is still under review, and they give the provider the oppertunity to resolve this issue with me. once again, i think casumo is a great casino and never had any problems with them, but the longer i wait the more frustrated i get.

Ahh oke, thanks for the info once again. It's just a waiting game from now on i guess.

As i understand from customer support , the responsible department does work on weekends. this would put my review at 7 working days. I would like to state that i do think casumo is a respectible casino brand and have never had any other issue with them whatsoever. thanks again for the info @dirtystack

Thanks again @dirtystack, in your opinion, how long will a case like mine usually take to get sorted out? im trying all i can to stay patient and followed the advice you gave me wich i think is great btw. with kind regards, Jacob

A indefinite self exclusion means that your account is self excluded for an non defined period, minimum 6months. After that you can request a reopening and we will evaluate the situation.Unfortunately there is no specific reason mentioned on you account. thats what they said, i hope this helps my case? thanks again for helping me @dirtystack

hello @dirtystack, once again, thanks for the response. i talked to customer supported and they told me that my "old account" had been closed for long enough to have my funds be transferd to this "old account" and be reopend with the funds in there. so thats what i agreed uppon, but i had to send the email, wich i did, but after the email, they closed my account and told me my funds are now confiscated. (can you maybe explain to me what confiscated means, and if that means that there is no way i can get the money transferd to my "old account" like customer support said would happen?) with kind regards, Jacob

hi @vanHooff, thanks for responding to my post and the information you give me. i have nothing to hide, so i'm not giving out any misinformation. i have talked to customer support when i needed my account to be verified, they said that because i already had an account, although closed, i had to send an email to hey@casumo.com and explain my situation. if you want i can send you the transcript of my confersation to customer support so you can see what they promised me. in regards to the exhausted options with customer support, nobody seems to be able to help me, it might be a miscommunication as you stated, but i explained multiple times the situation, and i do not hold any information back as im not trying to be dishonest. do you think i should use an ADR in my case? thanks for the advice once again, Jacob Hello @dirtystack, thanks for your reply, yes ive tried logging into both accounts, one (the new one) says its paused because its under suspision of being a dubble account, the other says its self excluded indefinetly (wich i did on my self a year ago). 5 days since ive send the first email, than a couple of hours later they confiscated my money and blocked my account. 5 days since my account got paused (in the email they said it was blocked, but on the site they say its paused). I honestly do not no if i stated problem gambling as a reason, i just wanted to close the account because i lost to much (wich i did by self excluding it indefinetly a year ago) i hope this info helps you to help me find a solution to this problem. with kind regards, Jacob

Hello, so, here's the situation (i know it looks bad and i understand some of it is my mistake). ive been playing at casumo on an account for alot of years. (lost alot of money but had alot of fun aswell) a year ago i closed the account because i didnt feel like playing anymore. (because of the losses). 2 weeks ago i started playing again on casumo, but forgot i already had an account (thats my mistake i understand) deposited around 500euro's in total, before i started winning something back (2900 ish) tried to cashout (had to do the verification check, everything went fine). talked to Frank from customer support he said i already had an account but it was closed long enough for it to be reopend and my funds to be transferd to my first account, wich i agreed appon. he said i had to write an email and explain the situation. wich i did. but then my account got flagged for being a multiple account, and it got paused, my funds confiscated. and my now nobody seems to be able to help me. i have all the transcripts and the promises. ive been playing for along time on casumo and i really like the site, never had any issue with them, but this whole ordeal is just getting me upset. i hope someone can help me! with kind regards, Jacob