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Problem with Casumo SOW

fingambler90

fingambler90

Newbie member
Joined
Jun 4, 2022
Location
Finland
Hey! Greetings from the new member from Finland. I registered on this forum to get help later if I can't resolve the issue with casumo.

Just over a week ago, I won 17k with a deposit of 40 euros. Ok, it was 28k at its best, but I went to play a little.. ? Immediately after that, they locked my account and started asking for all kinds of documents. Deposits and withdrawals both were blocked at that time. I provided the necessary information and my game account was verified and deposits were unlock.

The casino then immediately sent a SOW/SOF poll and locked the withdrawals. Even after a week, they don’t know what documents I should send or what they need, and I’ve probably been served by 5 different casumo employees.

I should have read here earlier about the problems with Casumo before I went to play a single euro. So as a guide for others, do not play Casumo if you are unemployed without a regular income.

But anyways, nice forum!
 
I am currently waiting to contact my email. On Saturday they sent a message that they will contact when they know what kind of document they need. Argghh.. ?? 25k total now. They are willing to accept more money, but withdrawals have been blocked. Does this sound fair?

And yes, I need some help with this case.
Things seem to be happening unnecessarily slowly...
 
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fingambler90 said:
I am currently waiting to contact my email. On Saturday they sent a message that they will contact when they know what kind of document they need. Argghh.. ?? 25k total now. They are willing to accept more money, but withdrawals have been blocked. Does this sound fair?

And yes, I need some help with this case.
Things seem to be happening unnecessarily slowly...
Click to expand...
They don't even know what document they need themselves? LOL

And no, it makes zero sense to let players deposit and play when their account is under SOW. Just remember that it's for your safety that you can gamble away all you want, but you can't withdraw any winnings. That's that responsible gaming that everyone's talking about.

I wouldn't play anymore until this has been solved. Most likely you're just going to lose money if you keep on playing. You've had incredibly luck from a small deposit.
 
I quit yesterday.. :) Throughout the year, I have deposited a total of 2065e of which 1000e have been winnings from casumo itself. Less than 2 years ago, I won 18,200 euros from Wildz with a 45 euro deposit, so this 25k is a new record for me. ?

Do I have to open a new topic on this issue or is there a topic here for casumo problems..??
 
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fingambler90 said:
I quit yesterday.. :) Throughout the year, I have deposited a total of 2065e of which 1000e have been winnings from casumo itself. Less than 2 years ago, I won 18,200 euros from Wildz with a 45 euro deposit, so this 25k is a new record for me. ?

Do I have to open a new topic on this issue or is there a topic here for casumo problems..??
Click to expand...

Hi fingambler90. This section is for introducing yourself and not meant for casino complaints. If you could post your issue in the complaints section, that would be great. Thanks!


Welcome to the forum :cheers:
 
Thank you! I was just doing a new topic but this went great. :)

So the situation is that I don’t have a steady income for months at the moment. I have played with lifetime savings and with my previous winnings that I have cashed out and put into savings.
 
Well... last day they send an e-mail saying that the winning +5000e receipt the other casino was not valid. Now they are asking for a casino receipt from May showing the withdrawals from other casinos?

What on earth? Can't they read?

I’ve said before that I haven’t played anywhere else in the casino this year and I haven’t won anything elsewhere this year. I said this again and I sent again an e-mail explaining this and that my activity in May was higher because I was selling used motorcycle parts for 500 euros and got my 545e old debt back.

In response to the e-mail, a message arrived in the evening in which they still request a May 2022 receipt for winnings from other casinos. Huhhuhhuh....

Should I close the topic and start the PAB?
 
Yet another case where a casino couldn't give a rats ass where the deposits come from as long as you never win anything. As soon as you win, they care so so much about your grandma paying 50€ into your account on your birthday.

Then a simple thing like this drags on for weeks and possibly even months, because they seem to only hire amateurs that can't read or write or understand simple documents.

The real way to handle things like this should be very simple: if they actually believe that a crime has been committed, then they should immediately turn the case over to relevant authorities so we can get some professionals on the case and not these amateurs that online casinos hire. Otherwise they should pay the winnings without delay.

It's ridiculous how difficult and time consuming it seems for these amateurs to read through a few documents. 99% of players are just regular everyday people. There are not a bunch of huge money launderers in every town and village in the western world like these amateurs seem to think. Maybe they see money launderers everywhere, because they're themselves based in locations where everyone's laundering money. For the reason of minimizing taxes and regulations most of the western world has in place. :laugh:
 
perunamies said:
The real way to handle things like this should be very simple: if they actually believe that a crime has been committed, then they should immediately turn the case over to relevant authorities so we can get some professionals on the case and not these amateurs that online casinos hire. Otherwise they should pay the winnings without delay.
Click to expand...
Casinos won’t turn 99.9% of cases over to the authorities because they know damned well that the authorities aren’t interested in two friends or family members bouncing £50 between themselves. The whole directive’s purpose is to catch large scale fraud.

It’s simply to keep the regulators sweet. The long and short of it is they’re scared stiff of regulatory fines which put a dint in stakeholder profits.
 
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Mr_Slot5 said:
Casinos won’t turn 99.9% of cases over to the authorities because they know damned well that the authorities aren’t interested in two friends or family members bouncing £50 between themselves. The whole directive’s purpose is to catch large scale fraud.

It’s simply to keep the regulators sweet.
Click to expand...
I know they're not going to turn over anything to the authorities. That's why they should hurry the fuck up and pay people their money. It doesn't take weeks to look at a regular persons bank accounts and to realize that their Netflix payment or their spouse paying a grocery bill isn't some large scale money laundering.

And, let's not forget. They claim that all this is for your safety. :laugh:
 
No contact has been heard.. 55h from previous email. How slow you can respond?

Quite a stalling technique. Believe me, I'm not playing that balance to zero ...!
 
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?? I'm not playing anymore, not single euros. I just want to get my money out and enjoy the summer. This freaky situation has been stressing too much for the last 2 weeks..

I’ve been wondering here how many jackpot winners have hung themselves in a similar situation?
 
I know exactly how you are feeling.

I had a similar situation last year with 2x £20,000 Royal Flush on video poker.

The first operator left me waiting a week, despite being a VIP for years (key account, as they are not allowed to call UK players VIP anymore) with recent SOW completed.

Just weeks later I hit the same hand with another company. They were faster, despite it only being my 3rd or 4th deposit with them.

I vowed that was enough, forever. Winning is supposed to be fun and exciting, not stressful and full of worry. Land based (or ship based, while cruising) is all I play now.

I hope this gets sorted quickly for you... and you have a very enjoyable summer with the winnings.
 
The joke being, that sending money to a casino then receiving some back to the same account is no way to launder money. Never has been, never will be.

Of course you can go and load up bookies' terminals with hundreds if not thousands of ill-gotten gains or untaxed income in cash, play a few red / black bets on roulette, then pop to the counter and get the whole amount paid out to your debit card, so it looks like legitimate gambling winnings! Nothing to see there, move along...
 
slot_zombie said:
The joke being, that sending money to a casino then receiving some back to the same account is no way to launder money. Never has been, never will be.

Of course you can go and load up bookies' terminals with hundreds if not thousands of ill-gotten gains or untaxed income in cash, play a few red / black bets on roulette, then pop to the counter and get the whole amount paid out to your debit card, so it looks like legitimate gambling winnings! Nothing to see there, move along...
Click to expand...
I tend to believe it’s not about AML for the UKGC for the most part. It’s all about affordability. We’ve already had reps on here saying they check for problem gambling too as ‘they can’t ignore it’.

It’s essentially getting to a point where gambling is for the wealthy only…which I don’t agree with. You can be less well off and still have a flutter without being in the throes of addiction.
 
Mr_Slot5 said:
I tend to believe it’s not about AML for the UKGC for the most part. It’s all about affordability. We’ve already had reps on here saying they check for problem gambling too as ‘they can’t ignore it’.

It’s essentially getting to a point where gambling is for the wealthy only…which I don’t agree with. You can be less well off and still have a flutter without being in the throes of addiction.
Click to expand...
Funny how they check affordability when holding a withdrawal hostage. Seems silly, who can't afford a withdrawal? Also, a lot of casinos will still let you deposit and play, but it's that withdrawal that's so essential to affordability.
 
Email arrived today:

"We have reviewed the document you submitted now.

In order for us to complete your account verification, we would still need a screenshot of the recent winnings you have used on your deposits and a statement showing that they have been credited to your account.

Thank you for your cooperation in this process.

All the best,

Markus
Casumo Player Protection"

MARKUS, what the actual f***? ?? Whats wrong with these people...
 
OldRing said:
The first operator left me waiting a week, despite being a VIP for years (key account, as they are not allowed to call UK players VIP anymore) with recent SOW completed.
Click to expand...

Side note: UK (or rather GB) licenced casinos can still call players VIPs.

The rules around protecting VIP (or “high value players” as the GC calls them) have tightened. Hence when some casinos have done away with their VIP teams altogether. Some have renamed their VIP teams but its still the same thing.

Apologies, i know its not the main point. but just to avoid confusion.
 
@Casumo Casino , are you live on this forum? Any word from you on this case?

Btw, what I see here as the main issue is that @fingambler90 can't cash-out for over a two weeks now, but can actually gamble with the pending cash-out money. Right?

And @Casumo Casino doesn't have flush withdrawal option.

1655107470821.webp
 
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LadyJelena said:
Casumo team is on it
Click to expand...
What does this mean? It doesn't seem like they're taking care of it. It feels like they don’t care about the whole thing.

ultra100 said:
@Casumo Casino , are you live on this forum? Any word from you on this case?

Btw, what I see here as the main issue is that @fingambler90 can't cash-out for over a two weeks now, but can actually gamble with the pending cash-out money. Right?

And @Casumo Casino doesn't have flush withdrawal option.

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Yes, i can gamble my balance to zero if i want, and i can deposit money as much as I want.

@Casumo Casino has been online but answers nothing and ignored the private message? Nice..
 

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fingambler90 said:
What does this mean? It doesn't seem like they're taking care of it. It feels like they don’t care about the whole thing.


Yes, i can gamble my balance to zero if i want, and i can deposit money as much as I want.

@Casumo Casino has been online but answers nothing and ignored the private message? Nice..
Click to expand...

So bottom-line, you can lose your pending cash-out, you can furthermore deposit more, but you can’t cash out. And it’s been two weeks. Fantastic.

Do you have at least an option to block the account until this situation is resolved and you receive your money?
 
ultra100 said:
So bottom-line, you can lose your pending cash-out, you can furthermore deposit more, but you can’t cash out. And it’s been two weeks. Fantastic.

Do you have at least an option to block the account until this situation is resolved and you receive your money?
Click to expand...
Yes, i guess? ? I’ve played it safe and made my login to casumo so difficult that it requires two people to enter the password. ? Better than their PlayOK settings......

So no, I won’t gamble anymore until the matter is resolved.

But the question is, how slow can people work?
 
Casumo used to be one of the absolute top places to play at. What happened to them? Now they're one of the worst stallers out there. And this isn't one or two cases. It's seems to have been going on for years.
 
Hey There Fingambler90,

First of all, a huge congratulations are due on your big win! We are super pleased to hear you've had such a great win with us!
Next up on our priorities is to make sure that you get those funds pronto. In order for us to do that we are required to complete some obligations around verification.
I am so sorry to hear that you've been having trouble getting a clear understanding of exactly what documents are needed. If you could please send an email to us at [email protected] and ask for Douglas in the subject. He is fully aware of your case and will be able to get the ball rolling, working directly with you so we can get you those well-deserved winnings!

Looking forward to having this settled asap for you.

Thanks,
Casumo
 
Let see how it goes. I reserve the right not to hold my breath..

I mean, is it quite necessary that I have to discuss the matter with 8-9 different employees? Are those documentaries being viewed by a group in a coffee room?

With all due respect, but things could be handled much better.
 
IMO it's a bit late to start talking about "pronto" and "asap" when a customer has been waiting for over two weeks for the casino get their shit together. Lol, without a player posting about it here it might take a year to get their money at Casumo. :laugh:
 
perunamies said:
They don't even know what document they need themselves? LOL

And no, it makes zero sense to let players deposit and play when their account is under SOW. Just remember that it's for your safety that you can gamble away all you want, but you can't withdraw any winnings. That's that responsible gaming that everyone's talking about.

I wouldn't play anymore until this has been solved. Most likely you're just going to lose money if you keep on playing. You've had incredibly luck from a small deposit.
Click to expand...
Hey there Perunamies,

To minimise inconvenience of these checks we do ensure that there is a small grace period to provide documents while our players are still able to enjoy their time in the Sumoverse :)

When it comes to document request in relation to SOW it isn't always predictable in terms of what documentation will be needed, as in some cases, further documentation may be needed to corroborate what has already been provided.

Your feedback is super valuable to us and helps us always improve our product.
Many thanks.
 
ultra100 said:
So bottom-line, you can lose your pending cash-out, you can furthermore deposit more, but you can’t cash out. And it’s been two weeks. Fantastic.

Do you have at least an option to block the account until this situation is resolved and you receive your money?
Click to expand...
Hey there Ultra 100,

Thanks for the feedback.
You certainly can, we do offer the facility to take a short break in the account, this can be done at any time in the account or by popping into live chat and asking one of the savvy ambassadors to get it set up.
We wouldn't immediately close an account upon triggering most account reviews, our aim is also to prevent any disruption to our players' enjoyment of our site and allow a grace period before any restrictions are in place. (Depending on the nature of the verification of course)
The account reviews themselves can take time depending on both documents required and the content of the documents provided.
Rest assured our team works around the clock to ensure documents are uploaded and reviewed as fast as possible once they have been received.
Many thanks :)
 
This is (one of the reasons) i stopped playing here: it's the wild west of SOW and withdrawals. I don't know how anyone can, with confidence, play at this casino without the nagging fear of 'if i win, here comes the SOW and no withdrawal'

Allowing players to continue to deposit, but not withdraw? The cynic would make me think there's a % who will simply not send in any docs/give up the pursuit of the w/d, which kinda suits the casino.

Be like other casinos who have SOW'd me: pay the pending and lock down the account. In that instance the player no longer has to walk the plank for the SOW and can decide whether to supply, or chuck in, the account.

Better still - phone the UK Bookies and find out why they don't feel the need, nor the legislative mandate, to SOW folk for 50 quid dippers.
 
cncas2123 said:
@Casumo Casino what happens if this customer fails the SOW, will you payout his winnings then close his account??
Click to expand...
Hey there Cncas2123,
Due to the sensitive nature of SOW checks, it is not possible to forecast the outcome. We put all our efforts to ensure our players complete these checks successfully.
 
My problem is not with you asking for documents. I totally get why it's necessary.

The two main issues I have with all this is:

1. This takes way too long. This should take days, not weeks or months. You accepted the deposits, now accept the withdrawal. Unless you can prove that some crime has been committed, then it's not acceptable to hang on to someone's winnings for this long. It's totally out of proportion, because we know that in 99,9% of these cases you find nothing and eventually pay.

2. The player can still deposit and play while being unable to withdraw any winnings. Seems totally fair and legit. NOT.

Somewhat offtopic, but I once had a casino investigate me for no apparent reason. This was way before anyone knew anything about SOW, so it wasn't that. However the one thing I was the most disappointed with was that there was no communication from the casino. I had to chase them constantly and ask what the problem was. After about three weeks of document requests and silence from the casino my money arrived magically into my bank account. No explanation, no communication whatsoever from the casino in those three weeks other than requests for more documents. No sorry it took so long. Nothing. Guess if I've ever deposited at that casino after that? It happened 6 years ago. Just a heads up Casumo, players remember when they've been jerked around and most likely will not return.

Anyway, back onto topic. Haven't deposited and played at Casumo in over 5 years. Seems like I didn't miss much. :D
 
Hey there Perunamies!

Firstly, I would like to thank you for your detailed feedback, it really does mean a lot to us as it will help us continue to shape the overall process better for the future. In regards to your first point, we are for sure aware of how tedious this process is, and in all cases, we push to have this done as quickly as possible, and often times this can be completed within days. With that said, it can take longer depending on the information we receive and review, therefore we can't advise specific timescales, and neither can we compromise completing the process correctly to speed it up. It is a balance I can assure you we are actively working on to improve!

For your second point, I can understand why this appears that way. It really depends on the review taking place if the player can deposit and naturally I cannot highlight any specific details of any specific case due to GDPR restrictions but in all cases, the player's concerns are important to us and we will always want to address that, so if the player does not want to deposit and play we have a lot of Play Okay options for them to abstain, such as breaks that will bar them from logging in for a chosen period of time, deposit or login limits or self-exclusion, which are a few examples of the many settings available.

Lastly, I'm afraid I cannot really speak to any other specific casinos process but we definitely hear you on communication in the SOW process being key. Naturally, we do not want any unnecessary confusion or slow down on what is needed or when it's completed. Unfortunately due to the nature of SOW reviews, it can get a bit muddled due to the complexities involved and of course, the sensitivity of the documents and information discussed. We want to improve this as much as possible from our side so we encourage any and all of our players to let us know what they think can be improved in the process and where clarification might be needed as SOW requests and reviews are very specific to the player who is going through it and that feedback is important for us to point out and address more consistent issues in the overall experience.

I do hope you re-consider joining the CasumoVerse again as we feel we have a lot of fun to offer! ?

- Jay @Casumo Casino
 
At the moment, it would make sense to tear my head off.

Douglas put the message around 11:20 and I answered at 13:53. No progress. Again, a document was asked showing that the earlier winnings had been credited to the account.

I don’t know how to react or think. These winnings are from 2020 and 2021 of which I have saved some in cash.

Days ago, I submitted the required latest bank statement that shows everything.

To the best of my knowledge, I have provided sufficient documentation to show the source of the funds I have played with. My head starts to ache because of all this.
 
Hey Fingambler90,

I'm sorry to hear that, I've sent you a direct message via the forum to discuss this further. I'll do my best to help you get to the bottom of this! ?

- Jay @Casumo Casino
 


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