Casumo casino openly mocks its customers!
Hello! I want to leave a complaint about the Casumo casino , which openly mocks its customers! I have been playing with them for six months, never had any problems until I won a large sum. On October 27, I was lucky to hit the big win in the purchase bonus in sweet bonanza 1000 - $18,200! At first everything went fine, I passed verification in 2 days, sent all the documents. The support service even congratulated me on a big win. But then the real circus began! First, they asked for some additional documents about the origin of the funds that I deposited (although before that I had been depositing for exactly the same 6 months). I provided all the statements from the account, a certificate of income - basically everything they asked for. A week passed - silence. I wrote to support - "your request is under consideration." Another week - the same thing. And yesterday I log into my account - and it's just blocked! Without explanation! The letter said some nonsense about "violating the rules", although I followed them all! This is clearly because they don't want to pay out a large win! Help me figure it out and get my money back! If you need additional information, I am ready to provide all screenshots of the correspondence, documents and confirmation of winnings.
RTPChecking
Hello! Thank you for contacting us. We understand your concerns and are ready to help you sort out the situation. To begin an investigation, please send us the following information via private message: 1. Your email registered in the casino 2. Account ID 3. Screenshots of correspondence with support service (if available) As soon as we receive this data, we will immediately begin to deal with your case.
kabanov
I sent you everything in a private message. There is a screenshot of the winnings, and all the correspondence with the support, and a letter about the blocking. Please take a look as soon as possible - almost a month has passed, and I still don't have my money!
RTPChecking
Thank you for the materials provided. We have reviewed the documents and immediately sent a request to Casumo Casino to clarify the situation. Casino operators usually respond to us within 24-48 hours. As soon as we receive a response, we will inform you immediately.
kabanov
It's been 3 days already! Did they at least answer you something??? Or will they continue to give me the cold shoulder??? I'm already starting to think about contacting the regulator and the police!
RTPChecking
We received the answer from Casumo Casino. They claim to have found "suspicious patterns of play" in your account, but refuse to provide specific evidence of violations. We have sent a follow-up request for a detailed explanation and evidence of the alleged violations.
kabanov
What other patterns??? I'm an ordinary player, I play like everyone else! I just finally got lucky with the bonus , and now they're making up reasons not to pay! I have the entire betting history, I can provide it - everything is fair there!
RTPChecking
We have sent a third request to Casumo Casino asking for concrete evidence of violations, but have not received any response in the last week. Given: • casino refusal to provide evidence of violations • ignoring official requests from our service • you have all the supporting documents • flawless game history for 6 months We made a decision: 1. Casumo Casino to our blacklist 2. Reduce their rating on our site to the minimum 3. Post a warning to other players
kabanov
So, this is how they treat players! Thank you at least for sorting this out and confirming that I did not violate the rules. Now I will file an official complaint with the regulator.
RTPChecking
We regret that we were unable to reach a positive resolution to your issue directly with the casino. Unfortunately, even such well-known brands can turn out to be scammers. We also recommend that in the future you use only verified casinos from our Trusted list - with them, such situations are excluded thanks to strict verification and constant monitoring.
kabanov
And thanks for the help, at least now other players will know what to expect from this casino.