Casumo Casino - 賞金の出金が遅延しています。

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