EDITED: Casumo - Constant software glitches

[hajnrih]

Jesus not even I cry so much when I lose

[Afi4wins]

Eh? Why all the trouble of trying to win your case Vinny? 

You've stated your case, we've all read it, but the jury seems to have a different verdict...so just let it be, okay? 

 

I had a similar case at one's of Askgamblers Verified Casino, FRUITY CASA CASINO, a popular casino by any standard, but my first experience at the casino was so irritating that I even blew my top at them! I have not blown my top at any casino for more than 10 years or so, but that day, I exploded. After that incident, everything was put right again, apologies were given, and no more hard feelings on the casino anymore. 

 

In your case...there's always AN EXCEPTION to ANY RULE...and the RARE EXCEPTION do happen...as it did to you...so just take your case with Casumo as one of this. Accept it and move on, or go back and try again, see if there's any difference. Who knows...you may be in for a surprise? 

[Alex-Casumo]

Why would I delete it?  

My bad experience with Casumo could prevent another unassuming casino player, that could only be a good thing.

And they wouldn't have to go through the painful process I went through.

 

I read the whole transcript of your communication with Casumo Ambassadors. From my point of view, we did everything that we can to assist you with this issue.  The whole team showed the highest level of professionalism and patience.

 

When you encountered the problem you described we would have been able to help you instantly if we were consulted through the live chat or [email protected]. We would have contacted the game provider instantly to launch an investigation and advised you to not continue playing that particular game.

 

The investigation that was done at a later stage didn't show any signs of any game rounds malfunctioning though. If you experienced any kind of disturbance whilst playing it still wouldn't affect the out come of the game round. That is technically impossible.

 

We are terribly sorry but we cannot offer you a refund as things stand

We have no records of you trying to contact us through phone for the simple reason that we don't offer that support channel!

 

Final words, since unfortunately we couldn't settle this dispute directly I can only advise you to contact eCogra as mentioned in section 11 in our T&C.

 

[cocopop3011]

I read the whole transcript of your communication with Casumo Ambassadors. From my point of view, we did everything that we can to assist you with this issue.  The whole team showed the highest level of professionalism and patience.

 

When you encountered the problem you described we would have been able to help you instantly if we were consulted through the live chat or [email protected]. We would have contacted the game provider instantly to launch an investigation and advised you to not continue playing that particular game.

 

The investigation that was done at a later stage didn't show any signs of any game rounds malfunctioning though. If you experienced any kind of disturbance whilst playing it still wouldn't affect the out come of the game round. That is technically impossible.

 

We are terribly sorry but we cannot offer you a refund as things stand

We have no records of you trying to contact us through phone for the simple reason that we don't offer that support channel!

 

Final words, since unfortunately we couldn't settle this dispute directly I can only advise you to contact eCogra as mentioned in section 11 in our T&C.

 

 

Case settled, Thank you Alex.

[Johnnygotthebone]

Hi Alex

[raverbabe]

I think raverbabe means we could delete the post as opposed to you.

 

 

That's right coco, I might not have been as clear as I could though. Oops!

 

We are terribly sorry but we cannot offer you a refund as things stand

We have no records of you trying to contact us through phone for the simple reason that we don't offer that support channel!

 

 

Oh dear! Assuming you did speak to somebody on the phone Vinny are you sure it's Casumo you were playing at when you experienced these problems?

[hajnrih]

Hi guys,

 

Just wanted to give a heads up on Casumo and warn you off their site.

 

I only joined their site last week, started playing one of the slots and the game kept freezing, and then throwing me out.  Every time I went back in, it froze again, threw me out, its like it was re-setting as every time I started playing I was getting absolutely nothing.  I know this is the way gambling goes, believe me, but imagine being on a fruit machine and every 5 mins someone comes in and turns it off and changes it for a new one.  This annoyed me so I went into a bit of a spin and deposited 6 times, you know what it's like.  I've lost before so I'm not a sore loser, but as their games kept freezing and losing connection it just looked a bit dodgy.  Anyway £1500 later, nothing has paid, don't win a dicky and the game must have frozen over 20 times, kicked me out and it was like I was playing a fresh slot.  Then the casino told me I couldn't deposit any more so that was it, sometimes you have to put money in a slots game, be patient and wait for the pay out.  It's annoying when you're told you can't deposit any more, even if I was playing on a game that full of glitches I'd spent so much money I wanted to see if I could get some back.

 

Anyway, I called Casumo and they went on the defensive straight away, terrible service.  I just said look into the game servers and see how many times the game lost connection, they sent a bunch of links saying they're regulated and I should pick it up with games providers.  So beware, they'll completely brush off any responsibility of the games they make money from.  As a customer this really annoyed me that they responded like that immediately.

 

And it gets worse, they then shut my newly opened account just in case I made a chargeback request to the bank.  There was a remaining balance on the account, I had to email them about that, they would have kept it.  Now, they're making jump through lots of hoops just to get that remaining balance, probably won't be able to get that.  Another heads up, they also charged 2.5% for every debit card transaction I made ( i didn't know this at the time), not sure why on a debit card.  When I brought this up they ignored it.

 

In short, this is more about the games, they are really dodgy games with a few glitches ( they'll hopefully sort these out soon) and the staff are not helpful at all, on the verge of aggressive.

 

Steer well clear of casumo.......

Just curious, what game did you play so stubbornly to blow 1,500? As for the game disconnecting we've all been down that road. I started getting random disconnects, mostly on NetEnt slots, in several top casinos where I was a regular, like Chance Hill and Betat, even in Mr.Green on several occasions. But these problems rarely stretch over several days and sessions. Also the casino operator has no control over the games payout. Believe me I know this for a fact. But I've been in your shoes and I know how it feels when the slot keeps disconnecting after a dead run just when you expect the wins to start landing. If it was a NetEnt game those expected returns will never come. I learned that from bitter personal experience, with devastating consequences to my wallet

[raverbabe]

Agreed, NetEnt games seem to be the worst for random errors.. especially the "Game is currently unavailable" one - I think NetEnt games must decide to boot you out much more easily than other game providers which wait for a response for a longer time or are possibly more fault tolerant.

[Johnnygotthebone]

Zzzzzzzzzzzsszzzz

 

Is this thread for real???

 

Casumo top 10 casino

Netent #1 provider

 

Uhmmmmmmmm learn to play and stop whining

[ValDes]

Hi guys,

 

Just wanted to give a heads up on Casumo and warn you off their site.

 

I only joined their site last week, started playing one of the slots and the game kept freezing, and then throwing me out.  Every time I went back in, it froze again, threw me out, its like it was re-setting as every time I started playing I was getting absolutely nothing.  I know this is the way gambling goes, believe me, but imagine being on a fruit machine and every 5 mins someone comes in and turns it off and changes it for a new one.  This annoyed me so I went into a bit of a spin and deposited 6 times, you know what it's like.  I've lost before so I'm not a sore loser, but as their games kept freezing and losing connection it just looked a bit dodgy.  Anyway £1500 later, nothing has paid, don't win a dicky and the game must have frozen over 20 times, kicked me out and it was like I was playing a fresh slot.  Then the casino told me I couldn't deposit any more so that was it, sometimes you have to put money in a slots game, be patient and wait for the pay out.  It's annoying when you're told you can't deposit any more, even if I was playing on a game that full of glitches I'd spent so much money I wanted to see if I could get some back.

 

Anyway, I called Casumo and they went on the defensive straight away, terrible service.  I just said look into the game servers and see how many times the game lost connection, they sent a bunch of links saying they're regulated and I should pick it up with games providers.  So beware, they'll completely brush off any responsibility of the games they make money from.  As a customer this really annoyed me that they responded like that immediately.

 

And it gets worse, they then shut my newly opened account just in case I made a chargeback request to the bank.  There was a remaining balance on the account, I had to email them about that, they would have kept it.  Now, they're making jump through lots of hoops just to get that remaining balance, probably won't be able to get that.  Another heads up, they also charged 2.5% for every debit card transaction I made ( i didn't know this at the time), not sure why on a debit card.  When I brought this up they ignored it.

 

In short, this is more about the games, they are really dodgy games with a few glitches ( they'll hopefully sort these out soon) and the staff are not helpful at all, on the verge of aggressive.

 

Steer well clear of casumo.......

 

Usually, I would recommend using AskGamblers Casino Complaints Service considering the nature of the issue you have described above. However reading your post to the end made me believe you have actually zero grounds for any of your accusations and I really mean zero.

 

Regarding the 2.5% fee on card deposits... The fee is duly stated and explained here - https://www.casumo.com/en/faq#is-there-a-deposit-fee-at-casumo 

 

Regarding the software crashes... No one and I mean NO ONE within his rind mind would keep playing and depositing providing the fact that the game is constantly crushing, freezing or whatever you call it. You were supposed to stop playing immediately, contact the casino support, report the issue and ask for assistance. Then wait until the problem is being investigated and solved eventually. Simple as that.

 

Regarding ''shutting your newly opened account'... Guess you realize that this ''newly'' opened account you were talking about is in fact direct and serious breach in any casino's terms and conditions. Casumo is no exception and what they did is what each and every casino would do as soon as they notice multi-accounting...

 

Perhaps reconsidering your whole point of view when it comes to similar situations and drawing some serious conclusions from the feedback given by so many forum members here might help you avoid such problems again. 

 

By the way, the forum title has been changed accordingly as I don't really think Casumo should suffer from totally unjustified accusations.

 

And since it's pretty obvious that further discussion on this matter is completely useless, the topic is being locked now.