Public complaints: Casumo denies payout of €2750 (Page 5)

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Littlemanson wrote on 24/03/2018 at 16:39: So I find Casumo hammer hard good platform if you follow their guidelines have 5 days ago around 9000 euros won payout flawless and I have Me pleased like a castle dog at a bet of 2.70 euros 20 free spins get at brus empty ðŸ˜"ðŸ˜"ðŸ˜"ðŸ˜"ðŸ˜"

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Daniel wrote on 01/29/2018 at 7:30 pm: 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 would cause problems. Casumo does not know that your brother has actually opened an account. Your brother's account is not even verified. Casumo also does not know if you have more accounts, which 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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