Casumo Casino Support and Complaints Thread

This is my first post on LCB  so I should introduce myself.

My name is Alex and I am new Affiliate Manager for Casumo Casino. I will be here for anything you may need.

Of course we already have Casumo Support Account I am expecting just funny stuff 

So feel free to contact me anytime.

Alex

Greetings Alex!!!! We meet in yet another Forum ! 
Welcome you gonna love it here and good to have you here 

A warm welcome Alex, glad to have you on board.

cheers
Zuga

Welcome to the forum Alex 

Welcome on board Alex!

luckynn

Ladies and gents thanks for warm welcome.

Plan is to make easy for your community members to resolve problems directly. 

Hello Alex. 

Welcome on board. We are happy to have you here with us. 

Casumo have been quite good to me - their CS are pretty friendly and everytime I have made withdrawals there I have had to do it manually ( requesting via e-mail )  and I usually get a prompt reply with no hassles. Decent promotions too and x25 WR is quite good for their free spins.  Either way a good place to play novomatic for me....    

P.S. Excellent assortment of games!

Casumo are not good though they are very poor and did not pay me when I won. This has happened to many others and there a significant number of bad reviews on the internet. Van you please fo some more research and correct your review. For the first time in all my years of online gambling I got all the main symbols on all of the reels but then instead of being paid I got the error message partner cashier error. I contacted customer services through chat and was told it would be resolved in one to 2 days. 14 days later expecting my payout, I was told that although I had won and they had taken my stake it was not passed on to the game provider, They then insulted me by giving me my £1 stake back. Although there have been a couple of nice customer service people some are rude and abrupt and they will not talk about it anymore. I have been emailing the founders use their names at casumo.com. But I have not had a reply yet. maybe some of you should email them directly. My advise dont spend anymore money on this site

Hi chaperon2017,

Sorry to hear about your experience. Could you please PM me your casino username? The casino rep will be notified and he's going to reply to you here. 

Dear chaperon2017,

We are sorry to hear you were left with such a feeling about Casumo.

Casumo provides a vast variety of high-quality games and we seek to make sure they work like charm. If there is ever an issue with a game, our customer support is there around the clock to help resolve it.
In your case, we sought assistance from the game provider in hopes that they can quickly look into the error and advise us on what had happened. It is true, that this took longer than we had expected, for which we apologized and compensated you.
In the end, we were told that the stake you placed was not registered at all, as the error suggested, and therefore the round was rolled back. The stake was then returned to you as it was not used in gameplay.
We truly apologize you experienced this and understand your frustration. It would be amazing if these errors never occurred, but we can unfortunately not guarantee that.
Nevertheless, we are always willing to investigate the situation as thoroughly as possible and make sure to report the results in detail. We did this in your case by explaining to you exactly what had happened and how we came to our result. After discussing the case with you in our Live Chat and via email we closed it as we had communicated all we knew and could help you with.

I just wanted to pop on and quickly introduce myself as the new Casumo rep for LCB. Please feel free to get in touch with any questions or queries you may have :) Thanks Stephen

Thanks for signing up, Stephen. Welcome! 

Greetings sir Stephen, Welcome to LCB Community! I hope u will enjoy the forum ask anything if u have a question! Have a nice day 

I registered on an account on casumo about 13 months ago. My account was verified and everything. My deposit and withdrawal were going smoothly. About 4 months ago by mistake i used my brothers neteller to make a deposit as i was playing on pc. After that i tried to make another deposit but it was refused saying i had to first verify my previous deposit method. I freaked out and shut down my account as there was no way i could prove that the other neteller was mine. Is there a way that i can reopen my account. Do casinos understand human error and accept mistakes by players side. Please help.

Hi Blackjax,

Please private message me your casino username so that we can ask the Casino Rep to reply here in this thread. 

This is a great casino were i play with a great pleasure! So friendly live chat agents when i go to chat and ask if the Will look when my withdraw is approved chat is not even closed and my money is in my skrill

Hi Saskia Grigoleit,

Glad to hear that, thanks for the feedback! 

My pleassure and keep up than youre players keep coming

Hello,
I have a win at casumo.com and I was doing all the verification. They accepted all my documents which inculdes proof of address and also I sent 2 identifications (my driving license and my national ID). But they insist on a passport. I went to the government office and they told me that they will not issue pasports until June 30 because of the Covid pandemic.
It is unnaceptable that they wil not accept the IDs I provided because these are legitimate government IDs. I cannot wait so long for this.

I messaged the casino representative but he did not reply. Please help.

Hi gtamps_04,

Please private message me your casino username. We'll contact the casino and ask if there is any other solution. 

Hi gtamps_04,

Thanks for sending the username. The casino rep has been notified. We'll keep you updated. 

Hi is there any reply from them?

Still nothing from them. We'll send another reminder. 

gtamps_04 they are trying to fraud you. If they were based in my country and were doing that you could call the police and they would get arrested lol. Everyday they push the limit even more to the point i start to think they believe they are above everything. Must be a nice circle of jerks that work in there lmao.

good morning friends of the forum I would like to ask the most experts of games that have played in casumo
It is normal that they almost change you without any explanation the withdrawal method? 

Last weekend I took a 50% bonus and as always for several years I always deposit via neteller or skrill, after finishing the wagering requirements I requested a withdrawal for € 75.08, two days later I received an email canceling my withdrawal because I had to withdraw now by bank transfer,.
honestly it caused me a lot of annoyance because in its terms and conditions casumo writes that the withdrawal method must be the same as the deposit method,
In my case, receiving an international transfer from a casino is very difficult since in my country they charge a lot of commissions to receive it, also due to the commissions that banks charge, I would be losing much more than half that I win, I also have a lot that I do not use an account bank so now the pandemic is difficult. go out to fix this matter at the bank
I have explained all my reasons but I do not know why casumo behaves this way.

Hi mapluche,

Sorry to hear about your experience with Casumo. Please note that some brands state in their T&C that you can withdraw only to the payment method you used for the deposit.

However, we can try to chat with the casino rep and see if there is any other way you can cashout your winnings. 

Please private message me your casino username. 

Thanks miss I send pm and explain 

We received your account details. The rep will be notified. Keep you posted. 

Now receive me money for neteller thanks to Casumo for understand and thanks for the help lcb

Great news. Thanks a lot for letting us know. 

Hi there

Last week my two withdrawls got approved, I know it takes 1-5 days to clear but nothing has shown in my Bank account statement to say there is funds to clear or deposited. Usually when I get an approved withdrawl it shows up saying the amount has been transfered and waiting to clear but this time nothing.

Can you make sure everything is okay?  

my username is Tomadko

Hi Tomadko,

The casino rep has been notified. We'll keep you posted. 

Hi Tomadko,

Have you received your funds? 

hello... the other day I participated in the tournament

https://www.casumo.es ' elk-pilot-tournament

This tournament starts on 09.04.24 and ends on 11.04.24 it turns out that the tournament ends and I am the winner, and the casino has to pay me within 24 hours after the end of the tournament. These hours pass and they don't pay me... I contact them and they say that they have had a lot of work and that tomorrow they will contact me, the next day they still don't pay me and I contact them again, and they say that they don't know what happened and that they are going to put an incidence.

Today I contact them again and they tell me that I was not in first place but in 8th place... and I tell them that I have a photo that I took proving my first place, and they say no that they have changed the positions once the tournament is over and I tell them that this is not legal... so they do not want to pay me the prize of 1000 euros that I have won cleanly.

I wanted to know if they can help me because finally I was talking to them angry because they are trying to scam me and I have asked them to send me the classification where they say I am the 8th to put a claim and they have closed me.

Now I will bring them the photos that I casually made and see if they could help me because they are not for the work .... thank you very much

Hello laurin1980,

Sorry about your experience at the casino. 

The casino does not want to cooperate with us regarding complaints, and we cannot get any feedback from them. Unfortunately, we cannot help you with this brand at the moment.

Thank you for your understanding. We will mark this complaint Unresolved.

thank you very much anyway,