Casumo Casino - El retiro del jugador se retrasa debido a solicitudes de documentación.

I have $44,000 worth of withdrawals pending.

The casino has requested source of wealth documents, after noting a large spend of mine in October. My winnings were in December, so they were happy to accept my money until I had a large win.

I have submitted the required documents multiple times, and I feel they are trying to get out of paying me what I am owed.

How can they continue to accept taking my money, then call source of wealth after I have won (two months later)? And how is it possible to withhold payment? Surely source of wealth determines whether I can afford to play, in which case my winnings get paid, but they close my account if deemed I can't afford to play?

Again, I feel they are trying to not pay me, and that I am getting scammed.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Potato753,

Thank you very much for submitting your complaint.

The requirement to request a bank statement might be part of the Anti-Money Laundering compliance of the casino. Once it's requested from the player we might not compel the casino to skip this step. Therefore we would recommend you provide the documents and let us know about the result. If this step is not successful, we'll intervene.

Checking bank statements for the last three months is important for an online casino to verify a player's income as part of Anti-Money Laundering (AML) compliance for several reasons:

1. Source of Funds Verification: Reviewing bank statements helps ensure that the money used for gambling is derived from legitimate sources. This is crucial to prevent money laundering, where illicit funds might be funneled through the casino to appear legitimate.
2. Financial Stability Assessment: By examining recent bank statements, the casino can assess a player’s financial stability. This helps to identify any unusual or suspicious transactions that could indicate money laundering activities.
3. Customer Profiling: Understanding a player’s financial situation allows the casino to build a more accurate profile. This helps in detecting inconsistencies or red flags that might warrant further investigation.
4. Regulatory Compliance: Online casinos are often required by law to conduct due diligence and monitor transactions to comply with AML regulations. Checking recent bank statements is a standard part of this due diligence process.
5. Risk Management: Ensuring that players are using funds that they can afford to lose helps protect both the casino and the players from financial harm, thereby reducing the overall risk of financial crime within the casino.
6. Transaction Patterns: Regular monitoring of bank statements can help identify patterns of deposits and withdrawals, making it easier to spot unusual behavior that could be indicative of money laundering.

In summary, reviewing the last three months of bank statements is a critical step in an online casino's efforts to ensure compliance with AML regulations, protect against financial crime, and maintain the integrity of their operations.

Please let me know of any further developments.

Best regards,

Attila G.

Yes, i understand this is a requirement, however they have requested the information more than once, and I have supplied the information more than once.

It makes me think this is a deliberate ploy.

Also, how can they continue to accept my deposits, but only initiate this source of wealth verification when I have pending winnings? Are they entitled to withhold the payment while they conduct the review?

Thanks

They are now requesting more information after I have supplied the relevant bank statements and payslips etc multiple times now.

I am convinced they are trying to not pay me my owed winnings.

Could I please have some assistance in getting them to release my winnings?

Dear Potato753, thank you for your response. Could you please confirm which documents you have already provided, and which ones is the casino still requesting? Additionally, could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Hi Attila,

I have sent you an email regarding this issue. I have attached multiple emails I have sent Casumo.

I have sent Casumo multiple bank statements over many months, multiple payslips, and evidence of recent property sale.

There cannot be any grounds to which they can withhold my remaining payments.

Appreciate your help resolving this.

I have sent you another email this morning, as they are continuing to request the same detail.

Appreciate your help.

Hi Attila,

Have you had a chance to look at this? I haven't seen a reply from you?

Regards

Dear Potato753,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila G.

Thank you. I am hopeful for a positive outcome.

Dear Potato753,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casumo Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hi Jana,

I have forwarded you more comms related to this matter.

Look forward to hearing from Casumo.

Looking forward to Casumo's reply....

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Potato753,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jana