Casumo Casino - プレイヤーのアカウントが予期せず閉鎖されました。

I have been playing here for a long time and have lost a lot of money. I won $28,000 a month ago and after requesting a withdrawal, the waiting period was quite long so I played again and lost $8,000. The $20,000 has been pending for almost a month.

I withdrew before and had my information, but this time they asked for some documents and submitted them. They confirmed that everything was verified, but the pending withdrawal has not been processed anymore.

I contacted them several times via live chat for a month and they said there was no problem. But today my account was closed without any notice. I contacted them via live chat again today and they said that the management team closed my account without any explanation.

I have never violated the rules and I have screenshots of the chat showing that there was no problem with the withdrawal process.

Dear sam.zhao,

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?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding additional verification and your account suspension? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Tomas

thanks for you asking, please see my answer below:

1, i have play on casumo more than a year now, i found out they have block me since yesterday morning, NZ time around 10:40am, i have live chat with them, but they can't tell me why, and i emailed them, no reply.

2. i played slots and no bouns.

3. i remember current balance is 0.26 NZD, and 20000NZD withdraw in pending.

4, ok, how should i do it? i will email you my screen shots later by email, many thanks

regard

Peng

Thanks for your patience and for submitting the information.

Could you please explain whether you funded your player's account with your bank account that you co-own with your wife?

Have you used other payment methods to deposit? Which ones?

hi Tomas,

that account i normally play is my company account, and im the only people using this account, i have used this account play in casumo nearly a year, never had problem, i won money before, and withdraw to this account as well before, they asked about this account before, i have explained to them, and they said it's ok.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.

Hello sam.zhao,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casumo Casino to join the conversation and participate in the resolution of this complaint.

Dear Casumo Casino,

Can you please provide more information about the player's account and why it has been closed?

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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

Dear sam.zhao,

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,

Adam