Casumo Casino - La cuenta del jugador ha sido cerrada, retrasando su retiro.

Hi the casino is making joke with me now I deposited £700 pound and i won back £1000 with out bonuses when i made a deposit there was no verification request then they told me i need to verify my account i sent all documents has been accepted only my passport and face match unable to upload because my account is closed i went to chat to explain my issue and they advised me to sent a passport and face id i sent all documents now its been 5 days still no withdrawal the agents keep telling me you need to use the link to upload your documents but the link its not opening because my account is locked! I want my withdrawal or deposit back !

Dear Dimitar76,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casumo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? What reason or justification for account closure have you received?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• When was the last time you were in contact with casino support, and what did you discuss?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi i played this casino about 1 2 months i deposited nearly 2000

i learned my account blocked when i was trying to login i played on slots without bonuses its been 6 days i always trying to contact them via live chat

hi now no response from them !

Thanks for your replies.

Did you contact the casino at hey@casumo.com as advised on the live chat?

Have you received any response or explanation regarding your account restrictions and the delayed payout?

If you received an explanation from the casino via email, please share it with me here as a screenshot or forward the information to my email at tomas@casino.guru

Looking forward to your reply.

Hi there yes I emailed them 2 times no response from them and I went to chat they closed the chat on my face I deposit £1000 to this casino and its been 10 days still no withdrawal I want my deposit back this casino needs to get shut down because all the comments it's same about this casino many thanks

Can someone will help me please

Thank you very much, Dimitar76, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Casumo Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear Dimitar76,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casumo Casino representative to join this conversation.

Dear Casumo Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka and Dimitar76,

Thank you for reaching out.

I’ve carefully reviewed this case and can confirm that I am familiar with the situation.

The player’s account was blocked due to incomplete verification. As part of our standard security protocols, our verification team requested the necessary documentation before we could proceed with the withdrawal request.

Unfortunately, the player submitted incorrect or incomplete documents multiple times, for example, mobile phone photos that do not meet our verification standards. The player was informed several times about the specific documents required but stated that they did not have the requested ID and were unsure about the identity of a third party linked to the account. Meanwhile, we also received multiple contacts from that third party.

At this point, the player must complete the verification process by submitting:

-A valid government-issued ID via our secure system,

-A FaceMatch + camera verification, and

-A valid ID from the third party associated with the account.

Once we receive and successfully verify these documents, we will proceed accordingly without delay.

Thank you again for your attention to this matter. Please let us know if you have any further questions.

Best regards,

Jeffrey

Casumo 

Dear Mirka

the casino is giving the wrong information when I deposited there was no issue with my account when I withdraw money the account was locked and the casino is requesting many documents all evidence has been sent and i went to chat explain my issue my passport has been sent to home office for some reason and i took a pictures before this passport next to my face and my passport i sent this ones over the casino always getting rejected the documents the casino is sending the withdrawals sometimes without verification the account the reviews saying that thats why i want my refund only thank you!

Dear Dimitar76,

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Please note, that to be able to withdraw money from your account, your cooperation with the casino during verification process will be needed.

Please provide the casino with all of the requested verification documents. I you do so, and it will still not be sufficient for the casino, please forward them to miroslava.d@casino.guru for review.

Could you please also clarify, what you meant by my "passport has been sent to home office"?

Thank you for your cooperation.

Dear Mika

i sent the documents to home office thats why i do not holding any documents with me thats why i sent a pictures of everything and the casino is not helping me on the chat and no response on emails when I deposited there was no issue at all i want my refund back thank you

Dear Dimitar76,

Please, describe, what you meant by " i sent the documents to home office" as requested previously.

Thank you.

Dear Mirka

I sent my passport to home office to change my eu settlement status thank you

Dear Dimitar76,

If I understand it correctly, that you have sent photos of some documents/cards to casino, please forward me the emails with verification documents to miroslava.d@casino.guru for review.

Thank you.

Dear Dimitar76,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Mirka
Casino.Guru