Casumo Casino ES - Os ganhos do jogador foram confiscados devido ao encerramento da conta.

Hello, I participated in a promotion where if you deposited 100 euros, you would receive another 100 euros as a bonus.

I played with those 200 euros as best as I could, gradually increasing my bets during a winning streak, and I reached a total of 36,809 euros.

Now, Casumo has blocked my account, claiming that I violated a regulation stating the maximum bet allowed with bonuses is 5€ per spin and 0.50€ per line, which voids the winnings and they will refund the amount I deposited.

Considering that I played with both my deposited funds and the bonus, I feel cheated by this company.

Hola he participado en una promocion en la que si depositabas 100 euros te devolvian otros 100 en bono , bien,

Jugué esos 200 euros como buenamente pude con una racha de victorias aumentando poco a poco las apuestas he llegado a la cantidad de 36809 euros

Ahora casumo me bloquea la cuenta diciendo que he incumplido un articulo que dice que la maxima apuesta permitida en los bonos es de 5€ por giro 0,50€ por linea , que elimina las ganancias y que me devolverá el importe que ingresé.

Teniendo en cuenta que he jugado el dinero que deposite junto con el del bono me siento defraudado por esta empresa.

Dear yeiblack33,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this: 

"6. The maximum bet allowed when using bonus money will be €5 per spin or €0.50 per bet line as long as your wagering requirement is not met. Casumo reserves the right to void bets consisting of larger amounts and any winnings derived from them." 

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is dominika.l@casino.guru. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards, 

Dominika

Dear Dominika,

Thank you for your attention regarding my case. I would like to clarify the situation with my account again and request a more detailed review, as I believe there has been a misunderstanding regarding the use of the bonus and the related rules.

I understand that my account was blocked due to an alleged violation of Article 6.4 of the Terms and Conditions, which states the following:

"Unless otherwise stated (such as in a Welcome Offer), the maximum bet allowed when using Bonus Money is five (€5) per spin or fifty cents (€0.50) per bet line, or its approximate equivalent in the currency of the territory in which you reside, and this applies until the Wagering Requirements are met."

I would like to emphasize that the bonus money I used came from a welcome bonus, which is explicitly mentioned as an exception in the same article. At no point was I notified of a specific modification or condition that invalidated this exception, so I acted in full good faith.

I would greatly appreciate it if you could review my case again to clarify this situation and, if it was a mistake, allow my account to be reactivated. For my part, I am fully willing to cooperate and provide any additional information you deem necessary.

Thank you very much for your time and help. I look forward to your response. Thank you very much.

Estimada Dominika,

Gracias por tu atención respecto a mi caso. Me gustaría aclarar nuevamente la situación con mi cuenta y solicitar una revisión más detallada, ya que considero que se ha producido un malentendido respecto al uso del bono y las reglas relacionadas.

Entiendo que mi cuenta fue bloqueada debido a una supuesta violación del artículo 6.4 de los Términos y Condiciones, el cual establece lo siguiente:

"A menos que se indique lo contrario (como en una Oferta de Bienvenida), la apuesta máxima permitida al usar Dinero de Bonificación es de cinco (€5) por giro o cincuenta centavos (€0.50) por línea de apuesta, o su equivalente aproximado en la moneda del territorio en el que usted reside, y esto es aplicable hasta que se cumplan los Requisitos de Apuesta."

Quisiera enfatizar que el dinero de bonificación que utilicé provenía de un bono de bienvenida, lo cual está explícitamente mencionado como una excepción en el mismo artículo. En ningún momento fui notificado de una modificación o condición específica que invalidara esta excepción, por lo que actué en plena buena fe.

Agradecería mucho si pudieras revisar nuevamente mi caso para aclarar esta situación y, en caso de haber sido un error, permitir que se reactive mi cuenta. Por mi parte, estoy totalmente dispuesto a colaborar y proporcionar cualquier información adicional que consideres necesaria.

Muchas gracias por tu tiempo y ayuda. Quedo a la espera de tu respuesta, muchas gracias.

Dear yeiblack33, could you indicate where exactly you found this version?

Dear yeiblack33,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.