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Public complaints: Casumo denies payout of €2750 (Page 2)

Topic created on 29th Jan. 2018 | Page: 2 of 5 | Answers: 44 | Views: 35,906
Ramon
Visitor

Casumo denies payout of €2750

29th Jan. 2018, at 06:50 pm CET#11
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Daniel wrote on 01/29/2018 at 18:28: Hi Ramon,

did you play with or without bonus? Did your brother play with or without bonus? I mean by that did you or your brother or both claim any Bonuses - even if it was just free spins?

And I must say that when I was already at 700€ I asked the team to change my data.
So I told them myself that my details are not correct but I can confirm that I have won via my cell phone and can verify myself in any way.

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Ramon
Visitor

Casumo denies payout of €2750

29th Jan. 2018, at 06:55 pm CET#12
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I have informed the team myself early enough and said that the information is not correct and I ask them to change it and I am ready to verify and prove in any form that I have also made the win on my device with my money.

i was just told that they made a note of it.

Subsequently, my account was deactivated and the win withheld and my Deposit transferred to the other account as I said.


since I think me only deposit let me but if I win I have had bad luck.

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Daniel
Elite

Casumo denies payout of €2750

29th Jan. 2018, at 07:30 pm CET#13
2 Likes

Liked this post: Anonym, Avatar von Spectral Spectral
There are several problems with your case:

1. You entered your wrong data and only after you realized that it was running, you contacted the support and gave them your correct data. Something like that just comes across as suspicious. If you open a bank account or a stock account, then you also give your correct data. Casinos, like banks, are financial service providers and must therefore comply with money laundering laws. If you go to the casino with a fake ID or with your brother's ID and win more than 2,000€, then you have to present your ID again before the payout. If it turns out that you are not this person, but with the ID of your brother (who looks very similar to you) you have gained access, then this also means trouble and you will then also have to reckon with the fact that you will not receive a payout or worse happens.

2. You / you have claimed both bonuses. You have two accounts and get virtually constantly any freespins or other gifts. In the T&C's it says that you can only open one player account per household at Casumo and if you want to open more than one, you should contact the support beforehand. This rule exists in every online casino, not only at Casumo. This rule is intended to prevent bonus fraud. Otherwise, someone could come up with the idea of opening 100 player accounts and profit from free spins and Bonuses of all these accounts without any risk.

This combination (two accounts in one household and providing false data) is of course suspicious and one could have guessed that this will cause problems. Casumo does not know that your brother has actually opened an account. Your brother's account is not even verified. Casumo also doesn't know if you have more accounts that were not discovered by Casumo (dynamic IP addresses).

And to congratulate you on your win: the support staff often do not make all the decisions. Before payouts go out, they are checked again by the security department. If something negative is detected in this step, the payout will not be released.

I would first verify your brother's account (with ID + your brother's address). Then I would contact Casumo support again and explain to them that your brother's player account is verified and you are really two different people. I hope that your brother has at least registered with his real details from the beginning. This is the only chance I see that you will get your money from Casumo without involving the Maltese supervisory authority.

What to do now?

I have forwarded this thread to the Casumo management and hope that we can still do something in your interest.

If we do not receive an answer from them and the Verification and the renewed conversation with the support does not lead to a positive result for you, then you can file a complaint with the MGA (Malta Gaming Authority) in English. You can find the complaint form here: http://www.mga.org.mt/support/online-gaming-support/

The MGA will then decide in favor of the casino or in your favor. In this case I assume that the MGA will decide against you - unfortunately with good reason.

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RiverSong
Legend

Casumo denies payout of €2750

29th Jan. 2018, at 07:50 pm CET#14
2 Likes

Liked this post: Avatar von Sahip74 Sahip74, Avatar von Spectral Spectral
daniel can always explain everything so beautifully

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Ramon
Visitor

Casumo denies payout of €2750

29th Jan. 2018, at 07:52 pm CET#15
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despite all this, they wanted to transfer 20€ but they did not do that at all

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Ramon
Visitor

Casumo denies payout of €2750

29th Jan. 2018, at 07:55 pm CET#16
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the account we have created is on the address of my brother with my name I thought it goes when 2 people have 2 accounts.
I have thought nothing of it then I would not have paid in from the beginning.

can not transfer the win to the other account as they wanted to do with my Deposit of 20 € but have not done.
I just looked

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Daniel
Elite

Casumo denies payout of €2750

29th Jan. 2018, at 07:57 pm CET#17
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Ramon wrote on 29.01.2018 at 19:52: despite all that wanted to transfer the 20€ but they have not done so

You have deposited 20€ and you will get it back (it's your money). As I said, I wrote to the management and am waiting for an answer. I think that I will receive an answer by tomorrow at the latest 16 o'clock ...

As I said, in the worst case you will get the 20€ back to your bank account /Neteller account or whatever or it will be credited to one of your player accounts, so you can either withdraw the 20€ or Risk it again.

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Ramon
Visitor

Casumo denies payout of €2750

29th Jan. 2018, at 08:09 pm CET#18
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From me they should take 751€ and me 1999€ I just need the money it was my last resort I'm a trainee live alone have nothing anyway.
Then you win times and directly something.

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Ramon
Visitor

Casumo denies payout of €2750

29th Jan. 2018, at 08:09 pm CET#19
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Well then we wait until tomorrow
Let them give me something at least as compensation.

20€ to transfer to my account would be really poor.
At least 200€ and 20 free games so I can try my luck again.
So again I would accept it

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Anonym

Casumo denies payout of €2750

29th Jan. 2018, at 08:17 pm CET#20
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Ramon wrote on 29/01/2018 at 19:55: the account we created is on my brother's address with my name I thought it goes when 2 people have 2 accounts

So you made an account with your name and your brother's address and of course you couldn't verify it through that

Then a second account with flaschen name (For whatever reason you do something like that) Is at the point for me not at all comprehensible no matter for what motives you should do something like that with real money deposits, opened and won money and now wonder why you do not get the money?

Well, I really don't like Casumo. I have also blocked my account there last year, but in this case they are leidergottes Absolut in the right. The best thing that can happen to you here is that you can make a comparison through Daniel's help. Otherwise pay out the 20 euros again and do something else with it. Chances you have here I repeat (unfortunately) not

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