Refund Refused
I was refused a refund after I hit a verification wall - Casumo wanted a photo ID and proof of address, which I do not give, I don't wish my private details to be sold. Casumo stated (I took a screenshot) - "You can choose to close your account from the PlayOkay settings and a refund will be processed in that case." So I did, only to immediately receive an email telling me that they'll be happy to refund me when they receive the documents - in the post! I immediately contacted again to be told that of course the adviser meant without actually saying it that I would have to verify.
Nice to see straight up lying to customers is allowed. I'll be forcing a refund through my bank.
Reply from Casumo
Hello there Vickie,
I understand that the process of verifying can be a little bit tedious, but it is something we have to do from a legal standpoint.
As part of our license with the UKGC, we have to verify that everyone who plays with us are of age and allowed the gamble with us. I.e. not under national self-excluded or otherwise ineligible to play.
This is also stated in our terms and conditions, which every player agrees to when creating an account with us, please refer to part 3 of the terms and conditions to read what was agreed when your account was created.
We can begin a refund process once you have chosen to self exclude your account, but part of the refund process is to verify your identity. That said, we would never ask for your documents to be sent through the mail, we would prefer them to be sent to our email (hey@casumo.com) and then we can upload those into our system from there.
All of your details would, of course, be safe. We have very strict rules to follow when it comes to personal details.
Your details would never be shared with third parties without your consent and we don't sell details to any other companies.
As you can see, we have very strict rules to follow and we carry out the checks that are needed, when they are needed. If you'd like to discuss your account specifically then please hop back into the chat or pop us an email and we will do our very best to help you along with the process of getting your refund if that is what you wish to do.
All the best and a merry Christmas,
Casumo