Casumo Casino - A conta do jogador é encerrada e os ganhos são confiscados.

I deposited through Casumo back in October and ended up winning a large amount after a couple of hours (£13.4k) I tried to withdraw to my account needing verified, to which I complete (my account has been verified a few times and emails received advising withdrawn restrictions lifted) but still unable to withdraw.

Fast forward a couple of weeks I received my deposits back and my account closed.

I raised this with Ecogra and they have advised in the resolution that since my wife is registered to Gamstop I would not be able to receive my winnings. Then in the next breath they advised it was due to using a joint bank account myself and wife use for 'fun' funds. However this is my account, I set this up, submitted all my ID documents etc. I am very confused at why i am being penalised for being married to someone on Gamstop.

The same incident occurred when trying to withdraw from another casino, 1 day later after a selfie with ID and joint bank statement, the other operator released my winnings back to me? I understand their T&C's are slightly different, however very much the same!

This casino allowed me to deposit from this account they seem to have an issue with and also return some funds to the same account, but not my winnings. My account was verified multiple times too and emails to advise i could withdraw - how wrong was I.

I was wondering on where i stand with this, and if I could potentially raise another complaint with the operator again?

This dispute has been going on since October and is really starting to get with me now.

I have read multiple forums etc to people in my same predicament to the majority having it resolved, I feel at a loose end.

Any help would be appreciated! 🙂

Dear paanter,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casumo Casino.

Please note we might not act simply based on the fact two different casinos acted differently in similar situations.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please share the justification you received from the casino regarding the confiscation of your funds and the return of your deposits?
• Could you please advise since when has your wife been registered on Gamstop and whether her self-exclusion status is ongoing?
• Could you please share a more detailed timeline of events surrounding your deposits and the verification of your account?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Do I understand correctly your complaint submitted on ecogra has already been concluded?

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

Best regards,

Tomas

Good Afternoon,

I have emailed across screenshots and more detailed information.

Thank you!

Dear paanter,

Thanks for the provided information and your patience in the matter.

I went over the evidence you provided.

• Could you please comment on the assertion the casino identified your phone number to be the same as the one used for your wife's Gamstop registration?
• Did your wife previously have an account in this online casino?

Dear paanter,

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.