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[Malkychamp WANTED $486 Outlaw]

Good evening tonight my troubles are with casumo. A strange case that I have not come across before. So I have have the account maybe a year which was fully verified or so i thought. I was recently requested to verify the account again which normally i have no problem whatsoever doing. However this time round there is no option for me to upload documents and and just brings up a webcam option that fails instantly as i don’t own a webcam. Can anyone confirm if this is new or am i missing something where there is a bit to change this to upload files on the site? After a long discussion on live chat they said i could upload through the site but when i ask how they have no clue. My other option was to send an email with a selfie holding my form of ID which i have sent 3 times now and they still wont accept this. Thing is its not even like i had a big win and was trying to withdraw it was during a deposit. Pissed off to the point I will no longer use this casino

[Casumo Andy WANTED $49 Outlaw]

Hi Malky,

Sorry to hear that you have been having a few issues with uploading your documents for KYC. Clearing down your cookies and cache tends to really help if you are not getting the options to upload an image from your device as opposed to just the webcam. I can not comment on who you spoke to today or what you were advised as I was not at work in the day but I will be in the next hour so. If you want to come back to live chat and ask for me I can help get this sorted for you personally and answer any questions that you might have regarding the process and the reason behind them if we have indeed asked for your documents for a second time. I will also be able to see who you spoke to today and see what you were told, this will help me make sure that they are giving out the correct information to our players when they reach out to us for assistance.

Again, I am sorry that it has to this point where you feel you need the use of the forum to vent your frustrations

Casumo Andy

[The Bandit WANTED $5,390 El Bandito]

Cheers for picking that one up Andy, appreciate that 😀

Malky, tbh since Casumo removed the deposit fees they’ve become one of my favourite places to play, I have had similar problems at various places with verification but seemingly it is usually the crazy laws that have sent them all this way now so don’t be too hasty with closing the casino out – it is actually pretty tough to find one that you like these days, that is what i am finding anyway!

[Malkychamp WANTED $486 Outlaw]

Casumo Andy wrote:

Hi Malky,

Sorry to hear that you have been having a few issues with uploading your documents for KYC. Clearing down your cookies and cache tends to really help if you are not getting the options to upload an image from your device as opposed to just the webcam. I can not comment on who you spoke to today or what you were advised as I was not at work in the day but I will be in the next hour so. If you want to come back to live chat and ask for me I can help get this sorted for you personally and answer any questions that you might have regarding the process and the reason behind them if we have indeed asked for your documents for a second time. I will also be able to see who you spoke to today and see what you were told, this will help me make sure that they are giving out the correct information to our players when they reach out to us for assistance.

Again, I am sorry that it has to this point where you feel you need the use of the forum to vent your frustrations

Casumo Andy

Thanks for the reply. Yes this is the advice that was given by the live chat operator to clear cookies/caches and it would appear (but still just loads webcam and fails) which basically give me a whole new headache meaning i have to try remember all my logins and passwords for all other sites i use. I have sent off new picture of me holding my passport which is basically impossible to get a picture where I can hold the passport get my face in and be able to make out the details of ID clear as day so best i could do is a photo with the passport along with a close up of passport which is clearly the same. If it comes back failed again I will have to try get on live chat when you are around to try again but at this point it just feels like I am being kicked back for no reason.

[Casumo Andy WANTED $49 Outlaw]

Hi Malky,

I have checked your Documents and sent you an email, I will not be at work over the next week as I am coming home to the UK for Christmas but we do have a crack team of ambassadors here that will be able to help get you past the checks

Casumo Andy

[Malkychamp WANTED $486 Outlaw]

Casumo Andy wrote:

Hi Malky,

I have checked your Documents and sent you an email, I will not be at work over the next week as I am coming home to the UK for Christmas but we do have a crack team of ambassadors here that will be able to help get you past the checks

Casumo Andy

Cheers Andy and thanks for the clear instructions and the reasons why it was being rejected. Am a bit of a dinosaur when it comes to phones will retry again tonight following your advice. Thanks merry Xmas

[Casumo Andy WANTED $49 Outlaw]

Shiver me timbers it’s bloody cold back here in the UK ??

[The Bandit WANTED $5,390 El Bandito]

Casumo Andy wrote:

Shiver me timbers it’s bloody cold back here in the UK

Haha, you gone soft in that warm weather 😀

[Casumo Andy WANTED $49 Outlaw]

There is no denying that Bandit! I thought it was a little nippy when I left there but this is “real” cold ? But nice to be back all the same, it’s been a while ??

[Malkychamp WANTED $486 Outlaw]

Account now fully verified the new pics seemed to work a treat cheers andy and welcome back to the ice age

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