Casumo Casino - Igrač se bori da dovrši provjeru računa.

Have sent in verification, verification of Swish remains and whatever I send, they complain it has now been almost two months

Har skickat in verifierande kvarstår verifikation av Swish o vad jag än skickar så klagar dom det har nu gått nästan två månader

Dear Micael,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

Dear Micael,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Additional comments from the player:

"Have still not received a solution to this, the last communication they request a screenshot of my bank statement again, which I sent earlier and did not get approved, it feels like it's just a tour of everything. Regards Micael B***"

Thank you very much, Micael, for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Micael,

I looked at your complaint and will do my best to help you. I would like to invite Casumo Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hi there Mickebus,

Thanks for taking the time to get in touch!

At Casumo, we have to request verification documents at different stages of our relationship. These requests are part of an ongoing procedure and is a process that we try to complete as quickly as possible for you, so that you can get back to enjoying Casumo.

We must follow very strict guidelines in regards to each document and their format, so I do understand it can be a bit of a pain to get things right sometimes.

In order to verify Swish as a payment method, we require the following:

• Bank statement showing your full name, account number and deposit to Casumo.

If you cannot gather all of the above information within a single screenshot, then you can provide two documents for us to match together, as follows:

• Document showing bank account number and deposit to Casumo.
• Document showing bank account number and full name.

As this is a public forum and we take security extremely seriously at Casumo, I'm afraid I can't look into your account and documents to see exactly what is causing delays for you, but I do hope this helps provide some guidance!

If there is anything else we can do to help, please do let us know. Our ambassador team is ready to help you through any challenges you may be facing.

Looking forward to getting you verified!

Casumo

Dear Micael,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.