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AuthorPosts
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13th October 2019 at 1:53 pm #81534
A bunch off your details were incorrect , does not fill me with confidence . What was incorrect ?
13th October 2019 at 1:55 pm #8153513th October 2019 at 4:34 pm #81537I guess it depends on what details were ‘incorrect’.
The deposit was yours, and they were happy to take your cash.. so they should honour your win.
13th October 2019 at 5:48 pm #81538Had an incorrect address; but soon as spotted it [never checked the screen before] changed it and provided backup.
I opened half cut in March, cross eyeed autofil, unsure, but they were wrong and soon as i spotted – I told em.
My plan wasn’t open account, wrong details, small deposits, get superlucky for one hour 7 months later profit…….. can you plan for that ?
I was totally enjoying playing there, and even more so that I won…… ha
FML
13th October 2019 at 7:35 pm #81541If you can still get into your account, take screenshots galore. Build up a paper trail. Amounts like that, they’re not going to just send you the money. You’ll likely have to make a strong case and be very careful not to give them anything else as leverage beyond the simple mistake.
Not a lawyer but my guess is that if you do need to take it to court, and if you can afford to, there is a good chance the judge will take the common sense argument that they were happy to take your money. Try to find another solution though – legal action is expensive and there’s no guarantee you’ll win. At that amount, is likely the losing party would pay costs.
Don’t do anything else in the mean time, e.g. leaving bad reviews.
113th October 2019 at 9:37 pm #81545If it was only your address then this is bs on casumos end and I believe it’s because of the amount you won. I had the exact same problem. Opened an account and put the wrong address in seems stupid but was drunk and had only recently moved 3 months prior from living at my old address for 4 years or so. 5 months of deposits and bust but then I won around £500 and when I tried to withdraw I had to show proof of address etc, realised my details were wrong and sorted it all out and was paid within 3 days. Now this seems like an exact replica of my story except, you won a far high amount. Hopefully Andy sorts it out for you as this isnt on imo.
13th October 2019 at 10:35 pm #81546Sorry to hear about your bad luck (after extremely good luck!).
despite previous posts, it’s not worth taking to court as they will defend and the cost will outweigh what you are trying to cover (I’m a lawyer FYI) and so better to go down complaint routes/ gambling commission etc as no cost to you and they are the experts in this area who can deal with such issues so I would start there.
Obviously as others have said it’s down to how much info was “wrong” and how badly it was wrong – i.e are we talking a typo postcode or a completely different name/address etc ?
Good luck though and keep us posted
14th October 2019 at 12:50 am #81548I can only assume its just your address that is wrong since all your other details should have to be the same, ie date of birth, name etc.
I know you have said you’ve ironed out the mistakes at the outset but it may be worth providing proof that you lived at the previous address again. Also i would ask for the chat logs where you already resolved this historically. I would ask why it was acceptable then and not now. If it simply was your address its out of line but should be resolvable.
14th October 2019 at 2:49 am #81550Hi all
Needed some words of advice; I have a total of two accounts online one with Casumo [or was !] – and one with videoslots – so by no means am I a person opening many accounts for free spins etc
I recently won Casumo, turned a $30 deposit, down the $6 to a miracle turn around to $20,000 win and $14,000 cash out – Big, at this point first time I ever reviewed my “details” since opening the account half pissed back in March –
Bunch of my details were incorrect – chatting with support, they took all new details and made out no big deal….. and we ironed out the creases _ provided current and old information to prove who I am
Next day, account was closed and told confiscated as account opened with fake details !!
what can I do ???
Any assistance welcomed
B
this shouldent matter if you put the wrong address in and have explained and provided new address and proved your new address people move aslong as your name and date of birth was correct and you have proved your identity i dont see any alternative to casumo paying you this win unless you have opened multiple acounts to abuse bonus terms if the address is the only problem you will be fine that is a simple matter and easy mistake to make using auto fill done it before myself ide get back in chat to them and defo asked casumo andy to look into it hes very helpful and aslong as you havent done out dogey you will be fine
14th October 2019 at 3:33 am #81552thanks all for your inputs,
Have requested chat logs.
It seems the address and my DOB got populated wrong, to be fair even now after looking at the verification screen I could not tell you where the DOB is.
And no not multiple accounts, I have two [sic now one] – but I could totally see how that would be an issue, setting up fake details to whore bonuses – but this is not the reasons , if there was a plan
Set up account; do random sporadic deposits – wait 7 months, plan on getting stupid lucky, notice initial account details facked, bend over…….
Have sent them an email; and hoping to be fair to resolve it before having to go to whatever ombudsman is relevant..
and no, have not done any crappy reviews; all the games were great, support was awesome – just that last person in payments /verification I would like to have a chat with !!!
14th October 2019 at 8:23 am #81543Can you be a bit more specific ? I mean I get that mistakes can be made. Like a typo or the wrong house number. Maybe a misspelt name? Which I’ve had in the past and they have no issues in amending it.
But if your address or name were completely different I kind of see the casinos point.
14th October 2019 at 2:06 pm #81569Ok so got the chat logs threw up some interesting things more notably I actually informed them in July that they had all the wrong details [except my DOB, as could not see that] Copy of Chat – and yes that was my real choice of username……..
NOTE the big win was around Oct 8/9th
Chat Started: Tuesday, July 09, 2019, 12:51:22 (+0100)
Chat Origin: Canada
Agent Casumo-Jakob
( 2s ) Casumo-Jakob: Welcome to Casumo! You’re now chatting with Jakob
( 10s ) Crusher1979 hey hey
( 15s ) Casumo-Jakob: Hey there mate
( 30s ) Crusher1979: Can i change some of my person details not correct
( 41s ) Crusher1979: [also maybe Username ]
( 1m 4s ) Crusher1979: phone number is *** *** ****
( 1m 10s ) Crusher1979: address is
( 1m 14s ) Casumo-Jakob: I can note the changes in our back office for visibility for the verification team
( 1m 26s ) Crusher1979: 2303 ****** Street
( 1m 32s ) Crusher1979: V****
( 1m 38s ) Crusher1979: V*******
( 2m 39s ) Casumo-Jakob: Thank you, that is noted – could you also confirm your fist name for me please?
( 2m 56s ) Crusher1979: B******** ******
( 3m 14s ) Crusher1979: chances of changing username ?
( 3m 29s ) Crusher1979: Was a little drunk was made it back in April
( 3m 30s ) Casumo-Jakob: That is not possible unfortunately
( 3m 43s ) Crusher1979: so I’m Stuck with Cuntman1 ?
( 3m 46s ) Crusher1979: lol
( 3m 55s ) Casumo-Jakob: i’m afraid so yea
( 3m 57s ) Casumo-Jakob: hehe
( 4m 2s ) Crusher1979: shiiiiit
( 4m 3s ) Crusher1979: ok
( 4m 17s ) Crusher1979: do i have any valid deposit bonuses ?
( 4m 25s ) Casumo-Jakob: Let’s check it out 🙂
( 4m 59s ) Crusher1979: or spins bonus ?
( 5m 21s ) Casumo-Jakob: Have added a nice welcome back deposit bonus now
( 5m 25s ) Casumo-Jakob: 50% up to 200
( 5m 40s ) Crusher1979: brilliant thankyou
( 5m 43s ) Casumo-Jakob: Happy to help
( 5m 48s ) Crusher1979: wagering on that ?
( 6m 3s ) Casumo-Jakob: 30x on the the deposit + bonus
( 6m 14s ) Crusher1979: cheers
( 6m 17s ) Casumo-Jakob: But with the option to withdraw your real money at any time
( 6m 32s ) Crusher1979: parachute then ?
( 6m 42s ) Casumo-Jakob: But in that case also forfeit the bonus
( 7m 5s ) Casumo-Jakob: You are playing with real + bonus money at the same time here
( 7m 21s ) Casumo-Jakob: So all bets will be devided as 50% real and 50% bonus money 🙂
14th October 2019 at 2:09 pm #81570Chat Started: Wednesday, October 09, 2019, 07:23:41 (+0200)
Chat Origin: Canada
Agent Casumo-Mats
( 16s ) Casumo-Mats: Welcome to Casumo! You’re now chatting with Mats
( 58s ) Crusher1979: hey Mat – frst let me apologize for my username , bad choice many months ago
( 1m 7s ) Crusher1979: wish i could change !!
( 1m 55s ) Crusher1979: second – was lucky to have a win, and sent documents in, I see you are still showing an old
address – just need to update you to new
( 2m 4s ) Crusher1979: *** ***** street
( 2m 10s ) Crusher1979: Apt 103
( 2m 14s ) Crusher1979: *** ***
( 2m 19s ) Crusher1979: *** * * * *
( 2m 25s ) Crusher1979: Canada
( 2m 56s ) Casumo-Mats: Hey hey
( 3m 16s ) Crusher1979: :p
( 3m 21s ) Casumo-Mats: I will add a note to your account and they will update it for you once they check your
documents 🙂
( 3m 48s ) Crusher1979: and ask if i can please change my username !!! ha ha
( 3m 49s ) Casumo-Mats: They username its not the most charming one but can still be a winning one!
( 3m 59s ) Casumo-Mats: I wish it was possible..
( 4m 6s ) Casumo-Mats: But we do not have that option :/
( 4m 19s ) Crusher1979: ok ill wait for an update
( 4m 22s ) Crusher1979: thanks
( 4m 23s ) Casumo-Mats: Will just keep my fingers crossed that cuntman1 will be number 1 when it comes to wins!
( 4m 32s ) Crusher1979: was yesterday
( 4m 43s ) Crusher1979: see ya – thanks
14th October 2019 at 2:16 pm #81571Not trying to be negative and hope you get the situation sorted but this chat log, casino members or representatives don’t or wouldn’t chat like this unless maybe you were a VIP, it looks like you have wrote this chat log on your own.
14th October 2019 at 2:17 pm #81572Chat Started: Thursday, October 10, 2019, 11:44:19 (+0200)
Chat Origin: Canada
Agent Casumo-Celina
( 2s ) Casumo-Celina: Welcome to Casumo! You’re now chatting with Celina
( 22s ) Crusher1979: hey Celina, trying to remember when acc was set up
( 37s ) Casumo-Celina: Oooo, Mr Cuntman! Welcome back.
Let me check this, bear with me.
( 44s ) Crusher1979: ha ha thanks
( 1m 56s ) Casumo-Celina: So, it seems like there’s been some verification issues here regarding your previous
address and the security department sent you a request of proof of previous address, is that right?
( 3m 43s ) Crusher1979: yeah but never paid too much attention to that before, as was in vancouver but at
( 4m 30s ) Crusher1979: 9th street, so maybe when originally set up libraries PC – auto filled in, and I never
bothered with it
( 4m 57s ) Crusher1979: thats why I am verifying where I live now etc, and sent all documents
( 6m 10s ) Casumo-Celina: Ah, I see.
Yes – so as the address is completely different that’s been an issue during the process. The new address is pretty far
away from the new one.
So if you have some old documents registered in your previous address that would be efficient.
( 6m 57s ) Crusher1979: well if you lived over here, not that far apart
( 7m 4s ) Crusher1979: vancouver and vancouver island
( 7m 50s ) Crusher1979: but I have a bell bills for my address at
( 8m 3s ) Crusher1979: vancouver, but I was not at 140th street
( 8m 38s ) Casumo-Celina: Fair enough. The date of birth must’ve been on auto as well as it differs completely.
But all sorted out now with your Selfie document.
( 8m 52s ) Crusher1979: that should not be an issue, if you look at deposit dates and playing dates are here !
( 10m 9s ) Crusher1979: what do you need from me ?
( 10m 28s ) Crusher1979: DOB 11/29/**
( 10m 31s ) Casumo-Celina: Absolutely. However – in order to comply with our obligations, we highly require a proof
of your previous address.
( 10m 43s ) Casumo-Celina: That’s pretty much all we need to successfully verify the account, Sir.
( 12m 33s ) Crusher1979: trying to now, just getting from bell
( 13m 26s ) Casumo-Celina: Thanks alot for the cooperation Brendan!
( 16m 40s ) Crusher1979: says file type not supported, ca I email ?
( 16m 44s ) Crusher1979: can I email
( 17m 3s ) Casumo-Celina: What file type is it, mate?
( 17m 8s ) Crusher1979: says AVG SECURE BROWER PDF,and I dont have the skills to covert
( 17m 19s ) Crusher1979: node adobe pdf
( 17m 28s ) Crusher1979: not**
( 17m 45s ) Casumo-Celina: Strange. Yes, kindly send it to [email protected]
( 17m 47s ) Crusher1979: AVG HTML Document
( 17m 52s ) Casumo-Celina: Oh HTML.
( 17m 56s ) Casumo-Celina: That’s why Brendan.
Chat Started: Thursday, October 10, 2019, 12:04:48 (+0200)
Chat Origin: Canada
Agent Casumo-Adde
( 6s ) Casumo-Adde: Welcome to Casumo! You’re now chatting with Adde
( 19s ) Crusher1979: is Celina there please
Chat Transferred From Casumo-Adde To Casumo-Celina
( 44s ) Casumo-Celina: Welcome to Casumo! You’re now chatting with Celina
( 53s ) Crusher1979: hey sorry bout that
( 58s ) Casumo-Celina: Howdy, no worries.
( 1m 0s ) Crusher1979: sent the documents
( 1m 30s ) Crusher1979: can you confirm you can open them ok
( 1m 39s ) Crusher1979: I can open them here just not upload
( 1m 46s ) Casumo-Celina: Yes, I’m reviewing them now for you. Please allow me another minute!
( 2m 58s ) Casumo-Celina: That’s so, so, so good Brendan.
The Bell bills will for sure be efficient for the verification.
( 3m 5s ) Crusher1979: now your stressing me out, as I signed up in march, played and deposited a few times =
never paid attention to “my details” bit – you think you do it right, auto pilot, only when you luck out and win, now
stressing
( 3m 51s ) Casumo-Celina: Yes, I know. I’ve been there – done that.
Unfortunately, it’s such a hassle nowadays with all licenses and security requirements along with the GDPR law.
( 4m 12s ) Casumo-Celina: I’ve now sent the documents for you Brendan to be reviewed.
( 4m 16s ) Casumo-Celina: We’ll reach back to you as soon as possible.
( 4m 26s ) Crusher1979: thanks Celina, cos we are on such diff timelines its 3am here – but will stay to sort it so
$$ move – what else can we do, you or I to make this fast tracked ?
( 5m 13s ) Crusher1979: you got some pull with that departement ? anyone in the palm of your hand , ready to
be crushed “? lol
( 6m 31s ) Casumo-Celina: I’ll leave a note for the security department regarding your new documents and do my
best for the process to be prioritiezed.
( 6m 39s ) Casumo-Celina: Ugh.. Prioritized.
( 7m 5s ) Casumo-Celina: Yes. I sit right next to them so I’ll give them a heads up.
( 7m 7s ) Crusher1979: same same, I just sit with snoring [super loud snoring ] cat
( 7m 25s ) Crusher1979: that will keep me awake
( 8m 7s ) Casumo-Celina: Hahaha, my cat snoring alot as well. So cute.
I can’t guarantee a reach back before you fall asleep though.
( 8m 11s ) Casumo-Celina: I will do my best however!
( 8m 24s ) Crusher1979: I’ll stay awake !!
( 8m 40s ) Casumo-Celina: Cheeeers! Caffeine and snoring cats at your service.
( 8m 52s ) Crusher1979: otherwise, goes a whole 24 hours + for a message back and reply etc;
( 10m 14s ) Casumo-Celina: No, hopefully not another 24 hours. I’ll be flirting with them for you.
Have a continued good night and we shall see you soon!
( 10m 25s ) Crusher1979: that a’girl
( 10m 44s ) Casumo-Celina: Cheers Brendan. Take care and enjoy the rest of your night! 🙂
( 10m 54s ) Crusher1979: you making a tear come to this Cunts eye !!
( 10m 56s ) Crusher1979: Thanks
Chat Started: Thursday, October 10, 2019, 14:45:54 (+0200)
Chat Origin: Canada
Agent Casumo-Diana
( 2s ) Casumo-Diana: Welcome to Casumo! You’re now chatting with Diana
( 9s ) Casumo-Diana: Hey hey, How may I help?
( 14s ) Crusher1979: hey Diana, Celine there ?
( 29s ) Casumo-Diana: Checking 🙂
( 1m 4s ) Casumo-Diana: I’m afraid not right now
( 1m 29s ) Crusher1979: trying to upload id card, not working auto just sent email
( 1m 41s ) Crusher1979: can you forward for me
( 2m 23s ) Casumo-Diana: Checking
( 2m 44s ) Casumo-Diana: [email protected] ?
( 2m 46s ) Crusher1979: and its them that do the crappy sticker when you change address not me !
( 3m 3s ) Crusher1979: yes hey address
( 3m 21s ) Crusher1979: 1 minute ago
( 4m 5s ) Crusher1979: dont laugh at the flaring of the nostrils i thought it was a cool look the other year
( 5m 13s ) Crusher1979: got it ? [email protected]
( 5m 30s ) Casumo-Diana: Thank you so much, got the email and I will upload it. The payments-department that
verifies documents will check it shortly and inform you 🙂
( 5m 39s ) Crusher1979: cheers
( 6m 44s ) Casumo-Diana: The ID is good but they’re missing a picture of yourself holding the ID next to your face for
facial recognition. Once sent in, I shall upload it and ask them to check your account as soon as possible
( 7m 3s ) Crusher1979: keep uploading it – I will email
( 7m 54s ) Crusher1979: sent
( 8m 10s ) Casumo-Diana: Thanks, hold please
( 9m 14s ) Casumo-Diana: Oh, I see you have already managed to upload it yourself as well 😀
I’ll ask them to check now. Hang tight
( 9m 24s ) Crusher1979: cheers
( 9m 48s ) Casumo-Diana:
( 10m 2s ) Crusher1979: all good……for now at least ! lol
( 10m 48s ) Casumo-Diana: For now yeah haha 🙂
( 11m 0s ) Casumo-Diana: The payments-department are checking now as we speak
( 11m 3s ) Crusher1979: I’l wait for the next hurdle
( 11m 8s ) Crusher1979: great,
( 11m 17s ) Casumo-Diana: I’ll stay with you in chat until we get this sorted 珞
( 11m 27s ) Crusher1979: sure works for me
( 11m 49s ) Crusher1979: how is the land of one color ?
( 12m 44s ) Casumo-Diana: LOL Getting greener every day due to some well deserved rain actually
( 12m 57s ) Crusher1979: throw you all off balance
( 13m 2s ) Casumo-Diana: How about you? Any snow yet?
( 13m 39s ) Crusher1979: dont really get on Van island where we are, some at xmas, starting already mountains and
Whistler though
( 14m 24s ) Crusher1979: we are the Malibu of Canada
( 15m 22s ) Casumo-Diana: Ohh as in Maibu the liqueur ? :PP
( 16m 7s ) Crusher1979: ha ha, you guys one thing on your minds, your Saturday morning must smell of old beer,
vodka, deceit and shame
( 16m 9s ) Crusher1979: lol
( 16m 20s ) Casumo-Diana: Unfortunately, the “selfie” is a bit unclear with the ID,, it would need to be more of a close
up they say.
And it’s the old address 140 St******** Surrey, Canada they need to verify as that’s the address you
registered with
( 16m 37s ) Casumo-Diana: Haha Naah not Casumo 😛 This place is filled with bores haha
( 17m 38s ) Crusher1979: not thats not old address, went over that with celina, when opened acc, rushed through it and
I think autopopulated something else – so I sent the Bell utility for my old address
( 17m 46s ) Crusher1979: i dont know 140th street
( 18m 26s ) Crusher1979: she said no problemm, and after i opened i never really went in that screen
( 20m 8s ) Casumo-Diana: Ahaa, ok I’ll have a look
( 21m 11s ) Crusher1979: our last chat, check the log
( 23m 41s ) Casumo-Diana: I don’t understand the last chats fully as there’s quite a few logs.
But basically, the address you entered when you opened the account is not real? Not yours? Or autofilled? You never
lived there?
( 24m 17s ) Crusher1979: not mine – yes; autofiilled – yes – never lived there as not mine
( 25m 17s ) Crusher1979: i filled in correct, but i dunno, as i said, I never really went back till it asked for it when
withdrawing, so I provided official documents of my address for correct records
( 25m 49s ) Crusher1979: if I paid attention i would done ages ago, I sometime gap over somethings
( 26m 51s ) Crusher1979: i remember filling in my own, but maybe screwed the postcode and changed others, not quite
sure how the auto population works
( 27m 24s ) Casumo-Diana: Ok I understand, thanks for clearing it up 🙂
( 27m 30s ) Crusher1979: had a cpl in me look at the stupid username i picke
( 27m 32s ) Crusher1979: picked
( 27m 57s ) Crusher1979: not now, not a drop since may !!
( 28m 42s ) Casumo-Diana: Haha I loooove the username 😀 Sounds like something a Canadian would chose jk
Can you email me a more “clear” and close picture of the ID next to your face and I will ask them to check it 🙂
( 29m 13s ) Casumo-Diana: As the pic was a bit blurry and the ID isn’t visible enough to go through the system
( 30m 2s ) Crusher1979: doing now
( 30m 15s ) Casumo-Diana: Brilliant
( 31m 38s ) Crusher1979: remember its 6am here, be nice
( 32m 53s ) Casumo-Diana: Oh right hehe
( 36m 56s ) Crusher1979: sent
( 38m 13s ) Casumo-Diana: Checking
( 38m 34s ) Crusher1979: proof of address i said have to be avg html pdf, as thats what my computer does
( 38m 59s ) Crusher1979: ?Celina said no problem, tried to google how to convert
( 40m 26s ) Casumo-Diana: No worries 🙂 Thank you so much! I’ve uploaded it to your account and notified the
payments-department!
( 43m 1s ) Casumo-Diana: Once approved they will notify you 🙂
( 43m 14s ) Crusher1979: or another hurdle ! lol
( 43m 50s ) Casumo-Diana: Naah it’s just buy busy busy right now and a lot of documents to check in time 😛
( 45m 32s ) Crusher1979: yeah just tried a coverter and would not work; Celina said she could view ok,
( 47m 6s ) Casumo-Diana: I understand 🙂 Celina can’t verify any documents however nor can we say for sure as
we’re not in the payments-department, but I have pushed you forward in the queue and they will get to your account
ASAP
( 47m 32s ) Crusher1979: thanks, trying the pdf convert thing again, what should i do now ?
( 48m 19s ) Casumo-Diana: Naah nothing needed right now, we have all needed new documents uploaded and they
are pending approval 🙂
( 48m 39s ) Crusher1979: ok, till we meet again, thanks !!
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