Casumo Casino - 決済が遅延しているとのクレームがあります。

I have made multiple deposits to this casino without being asked for verification. As soon as I have tried to make a withdrawal I have been bombarded with messages saying I need to prove so many things. When I try to upload all the proof it takes hours and days to be reviewed and then gets rejected for poor reasons. I would like the money in my account as soon as possible as it’s disgusting to let a customer deposit without asking for proof but then block everything after they want to withdraw.

Dear Britthow22,

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

Hi I’ve still sent multiple documents of verification and still has not been accepted keeps delaying the process

My account has now been blocked even though I have not blocked it

Thank you very much for your reply, Britthow22. Have you accumulated your winnings with or without an active bonus? Have you received any explanation from the casino regarding this situation?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

there isn’t much conversation between us as my account has now been blocked even though I have not blocked it and they don’t reply to emails. However I sent an email containing verification of my address to which they replied it has been rejected due to no deposit being shown. I didn’t send verification for the deposit shown I sent it to verify the address which they already knew this and it took them 8 days to reply.

I have again sent proof of account used to deposit funds which clearly states payments made to the casino where they have replied after 4 days explaining no deposit is shown. They keep stalling the verification even though it is clear proof

Thank you very much, Britthow22, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Britthow22,

I am sorry to hear about your negative experience. 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's representative to join this conversation and participate in the resolution of this complaint.

Dear Casumo Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw?

Thank you in advance for providing the information.

The issue has been resolved now Thankyou for your help

What great news!

Thank you, Britthow22, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru