Casumo Casino - Hráč má potíže s výběrem své výhry.

All of a sudden my account got paused. My withdrawal has been pending for 3 days. How to resolve this. It is a really bad experience.

Dear Arpit,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.

Best regards,

Petronela

Hi, the bigger issue here is that my account has been paused by the casino. This is my second waithdrawal, first one had gotten processed with ease. I have no idea why my account has been restricted/paused by the casino.

Thank you very much, Arpit, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.  

They have banned my account as well. They have not even stated a reason. I had been winning decent in past few days. I had used casinoguru link to join

I would like to ask Casumo Casino to join us and help us resolve the player's issue.

It has been 4 days since you asked casumo to join in to resolve this issue, why has no resolution happened?

Hi Arpit. Thanks for reaching out to us. We're sorry to hear you're experiencing issues with your account, and we're only too happy to respond to your query and work with Casino Guru to resolve this as promptly as possible.As has been clarified earlier, occasionally, verification document requests are issued to players in certain circumstances, such as reaching a certain level of deposits or withdrawals. If these are not complied with, it can affect account access until rectified. We cannot confirm that this is the issue in your particular case, As we have no access to your account details at present. As we are limited to what we can publicly discuss on an open social forum, we would encourage you to reach out to us by either availing of our live chat function, or ideally, sending an email to hey @casumo.com with the full details of your issue, and we can have one of our senior managers look into this matter for you. We congratulate you on your recent win, and we look forward to working together to resolve this issue satisfactorily.

Dear Casumo,

We know that you can't share any personal information about the player's issue. However, we would like to ask for some kind of update regarding of the case either from you or the player if it will be possible, would really appreciate it. Thank you in advance.

There has been no progress on my case even after sharing all my details over email. I would really request casumo to resolve my complaint and resume my account.

It was fun playing at this platform, untill my account was paused/blocked without stating any reason. My withdrawal request was also ignored.

Hi there Arpit,

Thanks for your reply! We can assure you that it is never our intention to delay our player's withdrawals and we do our very best to make sure they can enjoy their winnings as soon as possible. We process withdrawals within 72 hours unless there is a verification process in progress. These requests are a standard ongoing procedure, and one that we always aim to carry out as fast and as smooth as we possibly can. We’re not able to send any withdrawal made during this process, until it is approved, however, when everything is approved the winnings will be sent straight away. Unfortunately, if documents are not received or verified within a certain time frame your Casumo account may be paused until sufficient documentation has been received. As we cannot discuss account specific details through Casino Guru, I would strongly recommend that you hop into our live chat so that one of our senior ambassadors can help you through any challenges you may be facing. We are very keen to get this resolved for you and look forward to hearing from you, Arpit! Wishing you all the best,

Casumo

Dear Arpit,

From what the casino says, it seems that every personal information or detail should happend between you and the casino though e-mails. We would really appreciate if we could receive some kind of update regarding the case, either from the player or the casino. In case you don't want to share any personal info. here on the site, free feel to send it to nikolas.b@casino.guru, where we can examine the proofs outside the sight of publicity.

I have already shared verification documents to casino thrice now, each time they accept one of the document and raise question on others like all 4 edges are not visible etc. I do not know how to convince them to get my documents verified. It is really tiresome to keep doing this every other day. It seems they are not interested in resolving my issue at all.

I also have a pending withdrawal of 9800/- INR which from the looks of things they do not want to send to me.

I can fully understand that it may seem unfair that they are keep asking for new documentations. However, it's a very common procerude in almost every casino and I don't think they will pay you out until you completely finish the KYC verification.

I have shared the documents again nick.

Personally, I am very appreciative of the support you and casino guru have extended towards resolution of this issue.

I hope it can be closed soon and I can thank you again.

Hi there Arpit,

Thank you for taking the time to send over new documents - we really appreciate your patience throughout this process.

Our team will get your documents reviewed as quickly as possible as we are very keen to get this resolved for you. Please keep an eye out on your e-mail and we'll keep you updated every step of the way.

All the best,

Casumo

Dear Arpit,

Please keep us updated and let us know when you receive your withdrawal.

I will resend the documents again today Nick, hoping for the best! will keep you updated!

Dear Aprit,

Is there any update regarding your case? Were your documents approved?

Hey Nick, Thanks for checking in!

Not yet, I have sent it to then 4-5 times already, they keep asking for a bank statement for deposit, which i have sent them , somehow this process of providing the same documents multiple times is getting a bit tiring to be honest

I can understand it can be frustating but it's necessary to send all documents to the casino, even if they ask multiple times. It's a common procedure in many other casinos. Please keep us updated.

Dear Aprit,

Could you advise if there is any update regarding the case? Did your send all the required documentation to the casino?

Dear Arpit,

We haven't hear from you in a while. Please note if we won't receive any respond from you within the next 10 days, your complaint will be rejected.

The complaint will now be rejected as the player did not respond to us within the given time.