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Moderator Dee  
#1 Posted : Wednesday, October 07, 2020 1:43:26 PM(UTC)
Dee6977

Joined: 4/2/2016(UTC)
Posts: 2,362
Latest Gambling Grumbles Report:

Casumo Casino: "Playing at a HOS casino is always risky"

by Steve Russo
October 2020


This report is being written differently, by beginning with the entire complaint sent into us by Raelyn K of Finland and only then explaining why we have not yet written to Casumo Casino about it.

"Casumo has repeatedly promised to pay my winnings of over 16.400€ - however after waiting for almost 2 months it is apparent they are not willing to pay. While customer service was never very good at Casumo, there were never bigger delays with payouts as long a I kept losing a lot. However, after some bigger wins from Sports bets I discovered they do not like to pay out winnings at all.

"I made several deposits in August, the last ones were 4000€ and 1000€ on August 11th. After some nice wins from Sports bets, I made a withdrawal of 4500€ the same day and 6750€ the following day, August 12th. In total my winnings were over 16.400€, and so far I have seen none of this paid.

"They first started delaying the withdrawals and asked for documents such as my bank statements, which I all quickly uploaded on their website. Regarding SoW I also sent them screenshots of previous casino wins to prove the source of funds, as I was funding my playing with savings and previous casino wins. They however later went further than just delaying my payments and cancelled my withdrawals without my consent and without any justification.

"They continued delaying paying my winnings, asking for new documents which I always submitted. After getting all possible documents they started asking for documents of my regular income, after I had already informed them I do not have any regular income. They never replied any of my questions regarding the delays, or why they are asking me for documents of something which does not exist. I informed them that any further delay in paying my winnings would result in account closure, as I have zero tolerance towards dishonest casinos.

"Then on August 23rd they informed me that they had closed my account, and that I would be paid as soon as possible. "Should you have any remaining cash funds on your account, please be assured that these will be withdrawn as soon as possible." This was all fine with me as I would have probably closed my account soon anyway due to the irregularities with their payouts.

"With still no payment of my balance, on September 2nd they wrote to me again that they had accidentally informed me about my account being closed - and that it was not closed after all and that I should withdraw my money again and submit documents about my income - which they of course knew did not exist as I had already submitted a statement of no regular income and sufficient documents of savings etc. to fund my gameplay with.

"I replied that I had accepted the account closure but had never accepted that my account would be reopened like they now stated, and that I expected my funds to be paid to me without any further delay just like they had promised.

"Since the delay was already unreasonable at this point, I also informed them that I expected my funds to be paid immediately according to their promise - along with an interest of 1% for every additional day of delay beyond September 2nd. They never disputed my demand of 1% interest for each day of additional delay or had any objections either, so I considered it agreed.

"On September 22nd 'Venla' sent me a new e-mail with 'big apologies' that it has taken so long to reply, and that she would forward the matter to the relevant department so that my withdrawal would be paid as soon as possible. She had no objections to my claim of 1% in interest for every day beyond September 2nd, 2020 - so I consider this as a final confirmation that they agreed to pay the mentioned interest for the delay.

"However at this point - after waiting for almost 2 months - the balance of over 16.400€ + interest both still remain unpaid."

When a casino is in our Hall of Shame, we do not write to it when we first receive the complaint. Instead, we post what the player told us and then send a link to the casino. If the casino wants more information (the player's full name and account number/username) we will send this information to it. If, after that, there is a material change in the situation we will be happy to re-write or edit the report.

There are several ways that a casino can earn a place of dishonor in the HOS. One of them is by telling us that it will not discuss complaints with us. For practical purposes, that is what Casumo Casino did with an earlier complaint.

It wanted to discuss the issue by Skype and said we would have to sign an NDA (Non Disclosure Agreement). We told it that far as Skype (or telephone calls) are concerned, we avoid those both for our own protection and that of the casino. By working only by email both the casino and Gambling Grumbles can prove that it was not misquoted. If we do misunderstand something, the casino can immediately let us know by pointing to its exact words and we will immediately correct the mistake.

As far as a NDA is concerned, we have never been asked for one but would be willing to sign one. However, the agreement to not disclose would apply only to the part of an email which a casino specifically states is off the record. (We will honor the "off the record" request even without a signed NDA. That said, we will not let any information which the casino gives us off the record to impact the report. We will see it as if the casino never told us that part.

There are very good reasons for this. A customer certainly has the right to know why he is not being paid. Moreover, as our readers decide whether or not they want to play at a particular casino they, too, would want to know why the casino is not paying the customer.

We did not hear back from Casumo when we told them this.

Casumo Casino is licensed in Malta

Casumo Casino
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