THEY CHEAT, THEY MANIPULATE, THEY TALK RUBBISH AND THEY DO ANYTHING JUST TO NOT PAY OUT WINNINGS!
The Gambling industry is a territory where there is no clear legislation. Providers gain unbelievable access to people’s private lives. To sign up and to make a deposit is a very simple and in majority very straight forward however, once the player do the withdrawal, players are “forced” to upload enormous amounts of documentation, which are NOT required by law, and only two are “recommended” by the Gambling Commissioner (Passport or driving licence and confirmation of the address).
Unpaid Winnings
Despite submitting all these documents – for which there are no guarantees about their safe storage – players cannot claim the money which “by chance and pure luck” they’ve won playing a few spins.
We have looked at 217 players of CASUMO CASINO who have winnings which have not yet been paid, due to “verification” or other "unexplained" issues.
One player, Matt (name changed to protect his identity) is an elderly gentleman who won £8,000 on Casumo. On 26 June 2023 gentleman make the deposit of £400 and straight after he won £8,000. He was well over £8,000 in credit so he left £1,000 on account and made request for withdrawal of £7,100.00.
To claim his winnings, he submitted both documents which Gambling Commissioner suggested to be:
a) His ID (Full UK driving licence) and
b) Document to confirm his where about - address confirmation (Council Tax Bill).
However, after a day and a half he was asked for further documentation. The following documentation has been submitted:
1. Photocopy of driving licence (front and back) issued by the government (his picture on)
2. Photocopy of his Freedom pass (front) - issued by the government (his picture on)
3. Photo taken of himself with driving licence in hand
4. Photocopy of his disabled badge (front and back) - issued by the government (his picture on)
5. Photocopy of Council Tax Bill with his name and address on (valid for 2023/2024) issued recently.
6. Photocopy of his bank card he was making deposits with his name on, valid date, and first 3 and last 4 digits on.
7. Photocopy of the Bank Statement with his name and address on
8. Photocopy of card of this bank account
9. Confirmation from the Council that he is getting Housing Benefits on the document of Council Tax bill, along with a few other documents.
What did Casumo do? They confirmed that he was verified, however they still won’t pay him his winnings of £7,100 as there were NEW DOCUMENETATION REQUIREMENTS.
His solicitors have confirmed him that Casumo should accept and make the payment, they have more than enough documents. Since Casumo is asking for the document which are NOT mandatory, and Casumo is reluctant to pay, the gentleman has stated that he will be taking further action through his solicitors.
Unreasonable ID Checks for Verification
The Gambling Commissioner suggests the following documents are needed to verify the identity of online players:
• passports or
• driving licences and
• household bills.
What if person does not have a passport or driving licence? Casumo will get back to you with various suggestions, e.g.,
a) Citizen Card (will cost you in addition £30)
But be aware, when you provide the above, Casumo will still not verify your account if there are winnings to be paid out.
b) Bank Statements
Bank statements are NOT mandatory; however the Gambling Commissioner is open on the issue where gambling companies might use a variety of techniques to “profile” customers, also known as “understand how much money they can squeeze from each player”. The gambling companies may by go directly to customers or through a third party to obtain bank statements. They might also ask for information about
irregular income patterns in your bank account, such as a house sale or purchase. They justify this as looking for appropriate deposit or loss thresholds based on individual incomes.
c) Alternatives?
Casumo will suggest various alternatives e.g., copy of a benefits letter or similar documents. But be aware, you again will not be paid out your winnings! Why? The Casumo Casino will say that the letter is inappropriate, or the date is incorrect. In the United Kingdom we have such documents issued annually, e.g., in September statements about your pension, PIP, ESA, JSA, child benefits, or perhaps in April each year for housing benefits.
Therefore, you will fail in their requirements, as they stipulate the date must not be older than 3 months.
At present, we have a list of 217 names of Casumo players who are not satisfied and were “taken on a ride” by Casumo Casino in some way or another. We are encouraging every player who has in the past, or at present, an issue with the Casumo Casino to contact our Customer Service with the details of the issue
they’ve had.
What we'll do next?
Petition will be the next move where we have no worries to get 100,000 signatures for changes to be made within Gambling Act. We were given support of Sky News commentator as well of few other correspondents/journalists and they all agree that is the time to get expose the dark underbelly of British Gambling Industry.
This is also open invitation to all our followers who are involved with gambling of any kind to contact Customer Service with the details what all will helps to crack down on such businesses like Casumo Casino who want's to dive in lives of the players and their families.
Finally, we must not forget that gambling is a serious public health issue that is connected to a multitude of harms to individuals, communities, and societies. Suicide is among the most severe harmful consequences that have been connected to gambling (82 dead cases last year). The relationship between gambling and suicide has evoked ample research interests recently, with several reviews published on the topic. Two recent scoping reviews as well as earlier reviews have mapped the quantitative occurrence of suicide attempts, suicides, and other self-harm among gamblers.
It is not surprise if people who spend time and money for their gambling habits and at the end the online casino like Casumo does not paying out the winnings starts thinking on the most severe harmful end - the suicide!
By contacting Customer Service with relevant data and details about your experiences, specially about Casumo Casino you will be rewarded with £1,000 cash paid!
FIND LATEST UPDATES from CASUMO received from the above unnamed gentleman which case we introduced as sample:
Phoebe from Support <phoebe@support-4533ea0d8194.intercom-mail.com>
Wed, Jul 12, 10:18 AM (21 hours ago)
to XXXXX
Hello XXXXX,
Thank you for reaching out, hope this email finds you well.
Many apologies for the delay in responding to you, we have been exceptionally busy recently and have not been able to deliver the quick response we'd hoped to.
We do understand your hesitation and are very sorry to hear that you are not happy with our verification procedure.
However, as an online gambling operator, we do have a due diligence obligation and need to verify the source of wealth of our players as part of the licensing terms. In fact, all online gambling operators such as Casumo follow strict regulations set by several governing bodies, including the UKGC.
As you have stated that you do not wish to provide these documents, the relevant team is currently reviewing this case to see if we are able to send the funds without the source of wealth verification.
However, kindly note that, upon registering your account you agreed to our terms and conditions which state, amongst other things, the following:
9.7. As a gambling operator, we need to comply with our anti-money laundering obligations. This can mean we sometimes need to ask you for a lot of documentation and information related to the source of deposited funds. It is important you realise that if the requested information and/or documentation is not provided or is not considered by us (acting reasonably) as satisfactory, we may suspend/terminate your Account, withhold payment of any monies held in your Account, and pass on any necessary information to the relevant authorities.
We will contact you the moment we have any updates for you.
Thank you for your patience and cooperation.
If you need any further assistance feel free to contact us anytime via live chat or hey@casumo.com.
Best regards,
Phoebe
Casumo Ambassador
Phoebe
Support
Our comment:
What we stated above - Casumo talking complete rubbish, instead making the payment they threaten and intimidate the players: (It is important you realise that if the requested information and/or documentation is not provided or is not considered by us (acting reasonably) as satisfactory, we may suspend/terminate your Account, withhold payment of any monies held in your Account, and pass on any necessary information to the relevant authorities.)!
The gentleman concerned has pointed out with his bank statement the source from where the money came from therefore, Casumo should have no issues of holding the withdrawal:
- they have full identity of the player
- they have copy of his bank statement on black&white of the source of his money by identifying even from where the credits come onto his account,
Completely inappropriate Casumo action.
The gentleman replied and made the comment to the Ms Phoebe of Casumo support on 14 July 2023 email, what he received on half and hour later was more than expected:
No further comments needed how dodge Casumo Casino is!
They even upload their own webpage about them explaining that they are not "the dodge one casino" despite what people are saying about them, and then they present their own "description" of how good they are.
You need to be stupid and blind not to see constant software glitches, stops, interruptions with request for reloading said the above gentleman, what was the point more that public needs to do something about this. That was my experience, so he said.
Comparing what he had said with other players remarks, they all have nearly the same experiences with Casumo Casino.
Our comment:
Just in few days we managed to obtain 27,815 signatures' for our Petition (changes within gambling legislation).
15 July 2023
The company approach CASUMO to give an answer - no reply received! However another "Casumo ambassador" emailed to the gentleman:
Edward from Support <Edward@support-4533ea0d8194.intercom-mail.com>
Sat, Jul 15, 2:16 PM (3 days ago)
to XXXX
Dear XXXX,
Firstly, I hope this email finds you well, and thank you for reaching out to us!
Thank you very much for the documents you provided, I can see that they are currently pending approval from our relevant department.
You will be notified via e-mail once everything has been approved or if further actions are required!
If there is anything else that I could assist you with today, please do not hesitate to contact us!
Best regards,
Edward
Casumo Ambassador
Edward
Support
Our comment:
Casumo got more then enough documentation and proof of identity of the stated gentleman. They are just playing games how good and honest they are. If Casumo would be honest and stick with the legislation, they should paid out the withdrawal of £7,100.
Up to date we managed to obtain 32,818 signatures' for our Petition (changes within gambling legislation).
17 July 2023
CASUMO still have made no comments on our email, however they were eager to windup a bit more the gentleman which case we forward with new email:
Our comment:
Casumo still has not pay out the withdrawal request of £7,100 without, they are still "playing games" of more documents required! This is online fraud without any shadow of the doubt!
The unnamed gentleman is user of another Malta's online casino which are paying out without any problems. What docs they required? Just one ID and one document confirming his address and NOTHING ELSE. So, same law (UK), same place (Malta) and two completely opposite approaches.
When the gentleman approached the other Malta's club to explain to him what is what and how should be the comment of the other casino in few words was: Casumo just pulling your legs, they don't need by current legislation all the documents you pointed, that is simply for them for their PERSONAL use and interest that you know how much you "weight" and how much they can get money of you.
No further comments needed.
Up to date we managed to obtain 35,389 signatures' for our Petition (changes within gambling legislation). Another 64,611 to go! Plenty of time and plenty people out there who wants to get involved in this particular issue. Surprise, surprise, majority signatories' are female age group 30-45.
Our Petition has also a part to BLOCK all sponsorships of gambling companies at all events and all levels specially in all sports which have big audiences. Casumo was sponsor of Reading Football Club.
20 July 2023
Up to date obtained 41,208 signatures' for our Petition (changes within gambling legislation).
21 July 2023
Casumo completely blocked the player therefore the court action will be the next action we were told by the gentlemen and his case who was defrauded of £7,100 by Casumo.
One of the questions we asked Casumo was also:
If person goes to any casino in UK, Spain, Italy, Germany or wherever does the porter or reception request from potential player(s) to hand over their bank statements for past month or more to be able to play in the casino or simple just one verification document (passport or Driving Licence) is sufficient?
No reply from Casumo!
Don't take our word about how dodge Casumo Casino is
Do you trust reviews at TRUST PILOT?
Well, no surprises there either!
There are 1667 UK reviews and result - 2.6 > POOR
However, UK players was very generous to the Casumo with 2.6 points and rated them being just POOR.
Casumo players in Germany gave Casumo even less > just 1.8 rating well below UK players rated Casumo. Most of German players describe that Casumo does not deserve not even 1 star.
The most damaging for Casumo and perhaps the best rating was given to Casumo casino by players from Denmark rated Casumo casino with 1.6 points only which rating by Trust Pilot scale is as BAD.
Do we need to say any more? Not really, see it for yourselves at Trust Pilot web
https://uk.trustpilot.com/search?query=casumo
Noah from Support
Jul 22, 2023, 6:20 PM (17 hours ago)
to XXXX
Hi XXXX,
Thank you for getting back to us, and clarifying further.
We do not xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx.
In regard to the withdrawal - We would still need to allow some more time for our relevant department to review your account, and we'll of course get back to you via email as soon as we have an update on the case.
Thanks for your patience with us!
Hope you've found this information useful. Otherwise, you'll always be able to contact us again via Live Chat or e-mail.
Thanks again!
Kind regards,
Noah
Casumo
Noah
Support
Our comment:
The gentlemen gave request for withdrawal on 26 JUNE 2023 and in 3 days we will be 26 JULY 2023. Is really needed one (1) month to get someone verified upon all the docs has been submitted? No! Very bad, very bad.
In our case we are running in this Blog, Casumo stated clearly "NO DOCUMENT UPLOADED YET" what is complete lie. Gentleman uploaded five (5) times proof of all his ID documents including picture of himself with his driving licence in hand next to his face as asked by Casumo.
What game and cards Casumo is playing we all will see shortly.
We were told, solicitors has been instructed in the case we introduced - non-payment of £7100. Gentleman concluded that the case will not be submitted via Small Claims as there are quite few other issues including other non-payments behind his claim against Casumo.
22 July 2023
Up to date 44,317 signatures' for our Petition (changes within gambling legislation) collected.
27 July 2023
Casumo play new game: Communication silence - similar to German U-boats during the II.WW despite that they were contacted yesterday on 1(one) month anniversary of the withdrawal request.
Up to date 59,110 signatures' for our Petition (changes within gambling legislation) collected.
We thank you for all involved with Petition.
29 July 2023
Casumo still in communication silence. The journalist working on our behalf discover just more and more dodge things concerning Casumo Casino.
For example:
If you are logging to Casumo web page and you would like to submit the complaint against whatever with Casumo they will invite you to make the complain as follow:
"If you are not satisfied with the resolution of your complaint/claim and/or your complaint is not resolved to your satisfaction within eight weeks of receiving the complaint, you may report your complaint to the alternative dispute resolution organisation eCOGRA. eCOGRA is a third party organisation which offers independent adjudication in relation to betting and gaming disputes. You may file your complaint by clicking on this link and filling out the dispute form".
By clicking on that link the follow page will open (see below)
Few further things from the Casumo's text above what make no sense:
"If you are not satisfied with the resolution of your complaint/claim and/or your complaint is not resolved to your satisfaction within eight weeks of receiving the complaint"...
So what and why on earth Casumo needs 8 weeks (2 months) not to mention again after 2 weeks you can submit complain with eCOGRA which doesn't exists for UK players!!!
Up to date 66,203 signatures' for our Petition (changes within gambling legislation) collected.
We thank you for all involved with Petition.
30 July 2023
Despite that we wrote to Casumo to have their says about the case and about other cases we exposed (217+1) no comment from Casumo at all - complete communication silence. Is that how and should Customer Service operate? Not at all! This is disgrace for every company - especially for the casino company to have such Customer Support where customer support should be 1st class.
Above - one of the 3 letters posted to the Head Office of Casumo - NO REPLY WHATSOEVER!!
On today's day 30 July 2023 we manage to obtain more signatures for our Petition (changes within gambling legislation). Currently 68,402 signatures collected, 31,598 to go (100,000 signatures needed)!
We thank you for all involved with Petition.
03 August 2023
Finally, Casumo reply as follows:
Casumo Account
Inbox xxxxxxxxxxxxx.help@support-4533ea0d8194.intercom-mail.com>
Tue, Aug 1, 8:38 AM (2 days ago)
to XXXXXXXX
Hi xxxxxxxxx
Your Casumo account balance of £7,108.98 has been xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
In accordance with section 6 of our terms and conditions we have taken the decision to close your account.
Kind regards,
Casumo Security team
email: XXXXXXXX@casumo.com
Up to date 03 August 2023 in total 71,042 signatures' for our Petition (changes within gambling legislation) of 100,000 needed collected.
We thank you for all involved with Petition.
