casumo- will i get my money or not ?

[explorer]

Casumo can be slow, but they are legitimate, and if you're patient and follow their instructions, you will get your money. They are one of the most demanding casinos I've seen from a documentation perspective, but this is more to avoid drawing the ire of regulators as they've publicly done in the past, rather than straight up screw players.

[lukisss77]

I Hope you get your winnings soon. Remember that this can be one in a lifetime hit. Spend this money wisely

I wonder why the large withdrawals need to be double checked, delayed etc. 

Why just casino don't pay out bigger winnings next day after verification. 

You could easily make a deposit of 26k instead of withdrawal and nobody will care about this, but if its other way around They will find 100 reasons to delayed that and 10 reasons to block your withdrawal. 

Hope that will change someday. 

Will look for success ending of this case. 

 

[redbomb]

so another update: ive waited and now today it says my account has been locked due to documents not being accepted even though i have screenshots of livechat team members telling me different things everyday ive had excuses like there is a backlog of withdrawals to one person even saying that all the livechat members are new and have not been trained properly and should not be telling me these things.

they have locked my account a day earlier than they told me they would and ive been trying to contact them on livechat for the past 4 hours now and nothing no-one is answering which is weird because before they were answering quickly.

i sent in all the documents they asked for but not the payslip BUT i have 9 different livechats of people telling me that i dont need the payslip and that it is fine and that my money will be availiable soon and to start booking my holidays i even had one guy promise me that my money will be sorted before my account gets locked ... the reason i dont have a payslip is because my husband works and he pays me money to gamble with and i explained this to them and casumo said that was perfectly fine and agreed with me that i didnt need to send one.

i have proof and screenshots of everything that has happened and now they are ignoring me so now i ask the question should i be worried about me not getting my money even though casumo themselves said that i didnt need to send in a payslip and i have proof of it ?

[dirtystack]

I don’t see how the live chat can ignore you. 
What are they saying to get rid of you when you contact them via live help?

Is your husband self excluded at Casumo by any chance?

 

[redbomb]

they are not answering their live chat ive been sitting in a lobby for 4 hours with them telling me that someone will be availiable soon which is weird because before my account was locked they was answering me within 5-10minutes.

no my husband is not banned or excluded from the site.

they finally got back to me and now they are asking for my husbands payslip and bank statements in pdf form which i have and have sent in and now they want a benefactors letter from my husband himself declaring that he confirms that he has transfered me money to gamble with and that he confirms that me and him are in a relationship. is that weird ive never heard of that before.

[explorer]

13 minutes ago, redbomb said:

they are not answering their live chat ive been sitting in a lobby for 4 hours with them telling me that someone will be availiable soon which is weird because before my account was locked they was answering me within 5-10minutes.

no my husband is not banned or excluded from the site.

they finally got back to me and now they are asking for my husbands payslip and bank statements in pdf form which i have and have sent in and now they want a benefactors letter from my husband himself declaring that he confirms that he has transfered me money to gamble with and that he confirms that me and him are in a relationship. is that weird ive never heard of that before.

That doesn't sound unusual for Casumo SOW checks. They got in trouble a few times and were in the news for inadequate protections against problem gambling, so now they're extremely cautious, especially for UK customers. Hopefully you'll get your cash out sooner rather than later, and if you're dissatisfied, you can play somewhere else next time.

I've been a regular player there for a while, and their live chat can be slow at times, but they do respond.

[dirtystack]

I know it is invasive but they absolutely need to verify where the money is coming from.

Of course if you had just lost your deposit they wouldn’t bother. 
It’s just that your withdrawal is over the triggering threshold and obligating them to be thorough.
Naturally, as a business, they would be quite happy if a legitimate reason not to pay you popped up.

If everything is as you have said then there will be no legitimate reason and you will get your money. Eventually. 
 

Keep us updated though.

[Davidr1978]

Sounds like they want to know who farted and which way it blew lol. How much do you have to be depositing to warrant a "proof of wealth check" anyway?

[dirtystack]

Depends where you live.

Seems to be £1000  to £1500 in the U.K.

Some sites, which I had played on and already established a transaction history with prior to the SOF limits been set, have never asked me for anything though.

A £26k cash out will trigger all kinds of checks. Initially that is, subsequent ones won’t trigger the same process.

 

 

[dublinjay]

@Davidr1978 I think in the UK( am not from UK ) even if your deposits were small and you managed to win big , the casinos are obligated to do the checks to comply with anti - money laundering regulations , guess thats what happening with OP ,  its nothing to do with her net deposits or problem gambling regulations . 

[Igor96]

If you have a gambling account on your name you can’t make deposits with another person card/account. Period.

 

That’s why you are so nervous and blabla with a legit casino, because you know you did something wrong. 
 

Don’t make the same mistake again, if you ever did on some casino block it immediately and look for another one without making mistakes.

I hope you sort this out and get paid, but you guys are stupid for always making the same mistakes. Giving casinos legit right to not pay out. And then give them bad feedback for your own mistakes.
 

Good luck

[redbomb]

im not using another persons name or card to gamble with, my partner transfer money into my bank account to gamble therefore i have my own bank account with my own card and my own casino account, so before you come on here calling me stupid read everything i have put and you will see i have done nothing wrong in this sense. of course im nervous its 26 grands its not some loose change.

all im explaining is whats happened and what my next steps are if the unfortunate thing happens that they dont pay out , im listening to advice and other peoples comments and experiences with this casino.

ive sent in all correct documents and have proof from casumo themselves promising me my money is safe and certain documents didnt need to be sent in so now all i can do is wait until they get back to me.

thank you for everyones advice so far and hopefully this will get sorted soon.

[Robynbobyn]

Up until recently I was a stay at home mum with twins under 2yrs and my SOW was my husband he gave me money for my hair cutting, my night out with the girls every now and then and also to gamble. I’m sure this isn’t a shock to them as you won’t be the only couple in this position. 
Good luck I really hope you’re paid out.

 

[Jimm85]

Your partner transfered money to your account? In what way? By Creditcard? Then you got a problem.

[redbomb]

not through credit card. he gets paid abd he transfer me money to get shopping and other bits and pieces theres nothing dodgy about it just a normal bank transfer.

i honestly dont see how this could be a problem as long as i am providing where my wealth is coming from.

[anonymousapple]

Casumo is just a horrible casino at least from my experience in terms of SOW checks. People might be saying its due to UK regulations but as a UK player myself i am tired of seeing that used as the main reason, it is apparent that the way Casumo is handling things are not up to standard. I recently withdrew over 30k pounds from Grosvenor and the withdrawal still came the next day after gameplay checks, i only passed their basic KYC checks 2 years ago and hit this win with a <200 deposit, hence i did not trigger the requirement and they didnt give me the hassle when withdrawing a large amount.

Used 888Sports last week, total deposits below 1k, hit 16k win on sports and came into paypal next day, no hassle.

The most recent casino that asked for my SOW after passing KYC was Rizk and that was settled after I provided one simple bank document, which is fine and they didnt make a hassle for a 5 digit withdrawal.

I wager/bet/gamble the most on Betfair and have 0 issues on there with 5 digit wins, deposits, withdrawals. All will be sorted within a day.

You have many more casinos and bookies in UK to use which are much better than casumo. William hill, betfair, paddypower, Bet365 to name a few. 

From what I can see in your post, you deposited a small amount on Casumo which you havent been using in awhile (<400 since u said u won 400 then 26k) and yet they are still asking for all sorts of docs in a disorganized manner. SOW checks are mostly to determine you can afford the losses and you are not a problem gambler and/or not involved in money laundering activities- it is pretty insane to ask for that if you deposited below 400 quids over a period of time. 

They are just trying to avoid paying you with whatever tiniest bit of 'flaw' they can find in your documents. Please just play on a more reliable UK casino in the future - they will trigger SOW checks over a certain deposit/loss limit but the good ones will not ask you for everything when you only deposited 100-200 and hit 15k win.

 

 

[biggestdosser]

casumo is not bad

[redbomb]

so another update: casumo have got back to me and have asked me for more information and documents to send in to verify why i want to withdraw my money i have given them two lots of bank statements for october and november and ive also given them myself and my partners id including my partners payslip and proof he trasnfers me money to gamble with and  also sent a benfactor letter which they also asked for...so i sent them and they got back to me saying that the benfactor letter needs to include the time of the transaction between me and my partner and the reason why he transfered me that money and also they need proof of what i spent my other money on that he transfered to me....

i understand wanting to make sure im not a fraud or doing anything illegal but seriously what else can i send them to verify this and i cant even check the time the money was put into casumo because they locked my account.

my partner has written another letter to them saying all of these details apart from the time but seriously why do they need to know what else i spend my money on that has nothing to do with my transactions at casumo? i understand casumo is a legit company and yes i probably will get my money but team members telling me different things and promising me stuff and then telling me that other team members are not trained properly it just all seems a bit much after ive already sent so much in.

[bbbest55]

I dont know how these forum users are defending Casumo, this is crasy. They probably work as chat operaters some of them? 🙂 

To take your money is never a problem, when you want to withdraw it is veeeery important to validate everything thurally, for YOUR safety  😂🤣

Just dont give up, document everything and you will hopefully win in the end (or most likely you will receive a non disclosure agreement to keep 20%) Its just sad how the run over the average joe.

All the verification needed to withdraw should be made before a deposit can be made, that will probably easen the whole verification process a bit or two hehe 

[Mattattack444]

ive had this problem with a ton of casinos. not anywhere near the amount you won but amounts of about 200 euros have been lost because they cannot verify documents properly even though the documents i have are perfect for other casinos. ive not dealt with casumo but ive heard they are reuptable so try to relax and keep in touch with them.

[elmo991]

On 27/11/2020 at 18:46, redbomb said:

 so little update: casumo sent me an email this morning saying that if i dont verify my account they will lock it completely which is bad but i have 3 different live chats of a person saying that my documents are verified and my withdrawal is safe.

they also said the email they sent is an automated email but i had already sent and got proof before this email was sent. they said they they are experiencing high level of withdrawals at the moment and that mine is in a back log so it will get sorted soon

i know it may seem like im worrying too much but after reading reviews online from other people this seems to be a common problem and this is the start of them not wanting to pay out. so should i have a reason to be worried or not ?

They  are slow don´t worry you will get your money!!

[dirtystack]

1 hour ago, bbbest55 said:

I dont know how these forum users are defending Casumo, this is crasy. They probably work as chat operaters some of them? 🙂 

To take your money is never a problem, when you want to withdraw it is veeeery important to validate everything thurally, for YOUR safety  😂🤣

Just dont give up, document everything and you will hopefully win in the end (or most likely you will receive a non disclosure agreement to keep 20%) Its just sad how the run over the average joe.

All the verification needed to withdraw should be made before a deposit can be made, that will probably easen the whole verification process a bit or two hehe 

Has nothing to do with the Chat....

She has to go through extra steps to verify where her money to gamble comes from as she doesn't have any personal source of income.

Clueless speculations regarding the matter isn't going to help anyone.

[dirtystack]

2 hours ago, redbomb said:

so another update: casumo have got back to me and have asked me for more information and documents to send in to verify why i want to withdraw my money i have given them two lots of bank statements for october and november and ive also given them myself and my partners id including my partners payslip and proof he trasnfers me money to gamble with and  also sent a benfactor letter which they also asked for...so i sent them and they got back to me saying that the benfactor letter needs to include the time of the transaction between me and my partner and the reason why he transfered me that money and also they need proof of what i spent my other money on that he transfered to me....

i understand wanting to make sure im not a fraud or doing anything illegal but seriously what else can i send them to verify this and i cant even check the time the money was put into casumo because they locked my account.

my partner has written another letter to them saying all of these details apart from the time but seriously why do they need to know what else i spend my money on that has nothing to do with my transactions at casumo? i understand casumo is a legit company and yes i probably will get my money but team members telling me different things and promising me stuff and then telling me that other team members are not trained properly it just all seems a bit much after ive already sent so much in.

Everything up till this point is understandable. 

I get why they want the time of him sending you money and confirmation that once sent to you it is yours to spend with as you wish.

Anything beyond that is too much, especially now that you have sent them a couple of statements, they should be able to see a history of transfers from your husband.

Let them digest the latest info you have sent and get back to you.

If they don't resolve this very soon then you are going to have to go down the formal complaint route.

[Li_Shang]

Should have just made 260 different 100€ Withdrawals which probably get automaticly accepted  

[lukisss77]

@dirtystackI know that you are defend Casumo, but saying that everything is undrstandable from their side is not in right place. Its only 26k and casino act like this could be milion. Why They don't ask for documents and other stuff when withdrawal ammount is for example 100$. Why They don't ask for documents after registration?

This is really scary nowadays to win money on casino cause next days could be really stressfull.

Anyway if this gonna past next few days I will propably seek for help in Casinomeister