Casumo Casino - Se ha retrasado el pago de las ganancias del jugador.

I have been a loyal Casumo customer for several years and recently requested withdrawals totaling 57000 CAD. All required verifications were already completed and my account was fully verified prior to the withdrawal request.

However, my withdrawals have been pending far beyond the normal processing time indicated by Casumo, and I have not received any precise explanation regarding the delay. I have contacted support several times and have been reassured that everything is fine, yet the funds are still blocked.

Additionally, I was recently informed that certain games I usually play have been suddenly restricted on my account right after I finally had some winnings, which raises serious concerns.

I am filing this complaint because:

My withdrawals are unjustifiably delayed

My account verification was already completed

Game restrictions were applied right after my winnings

I have received no concrete solution despite multiple contacts

I respectfully request that Casumo immediately process and release my pending withdrawals.

Thank you for your assistance.

I have contacted the Loyalty/VIP team several times and have not received any reply, which makes the situation even more unacceptable given the amount and the fact that my account is fully verified.

I would also like to point out that over the years I have lost well over 150,000 CAD playing on Casumo. I have always deposited and played in good faith, and I find it extremely disappointing that when I finally request a withdrawal, it is delayed without clear explanation.

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Dear BigIn,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Attila,

Thank you for your reply and clarification.

I would like to confirm that my account has been fully verified, all required documents were submitted and approved before my withdrawal request. And send back the same documents.

My game history has also been checked, and no bonus or restricted funds were used only my money I deposited.

Despite this, my 57000$ withdrawals remain pending, Additionally, game restrictions were applied immediately after my winnings, which raises further concern.

I have contacted Casumo support/hey@casumo.com and the Loyalty/VIP team multiple times without receiving a response and resolution.

I respectfully request that Casumo process and release my 57000$ pending withdrawals.

Thank you for your assistance and for monitoring this case.

Kind regards,

******

After two weeks, I received an email from Casumo requesting additional verification.

Rejection of my Source of Funds payslip dated September 18, 2025, this was approved before.

Request for explanations regarding the funds deposited into my Casumo account

I have already provided clear explanations and complete supporting documents explaining the origin of all funds, including official bank statements showing every transaction.

Explanation of Source of Funds

Employment & Employment Insurance (EI)

My employment contract ended on September 23, 2025.

As a result, I have been receiving Employment Insurance (EI) benefits.

I provided the following documents:

My last two payslips

My official termination letter dated September 23, 2025

Proof of Employment Insurance payments received from September 28, 2025 to December 2025, clearly showing all amounts deposited into my bank account

Additional Funds – Loto-Québec Winnings

I also provided screenshots and bank statements showing winnings from Loto-Québec, which is a government-regulated online casino in Quebec, Canada.

These documents clearly show:

The exact winning amounts

The deposits into my bank account

The portion of those winnings that were subsequently deposited into my Casumo account

All funds deposited into my Casumo account are fully traceable, legitimate, and documented.

And then received the same answer again:

"I sincerely apologize for the inconvenience. However, please be advised that the document is still pending review by our team"

Therefore, I kindly request that the Casumo team proceed with processing my funds.

Dear BigIn,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Attila,

Thank you for following up.

The withdrawal has not been received yet. Despite having fully complied with all verification requirements and providing all requested documents between December 3rd and December 17th to facilitate the processing of my funds, the withdrawal remains under review, and I continue to receive the same response without any concrete progress.

As the recommended timeframe has passed, I am still awaiting the processing of my funds.

Kind regards,

******

Hello BigIn,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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

Dear BigIn,

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,

Attila