3 star for the simple fact once they handed me £70 for no reason. But Geez Casumo i used to play on your site and now casually looking at reviews and i see >>Martins review<< recently and how hes wait... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Hi again now it has been 22 days you said “ I am personally flagging your file directly to our senior management team right now so your documents get an urgent human review. Please reply dire... See more
Signed up for the welcome offer. Made a qualifying bet that lost - they refused to honour the welcome offer and said after reviewing my account they have decided not to honour the welcome offer an... See more
Company replied
Verification should take place before you are allowed to play, not when you make a withdrawal, or at least try. I was told 2 days ago verification would take a few hours, told the same yesterday, but... See more
Company replied
Company details
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Recognised, award-winning online casino and entertainment company, dedicated to design the future of gaming. 18+ | Play responsibly
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You should know
1.8
Poor
3K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 83% of negative reviews
Typically replies within 1 week
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3 star for the simple fact once they…
3 star for the simple fact once they handed me £70 for no reason. But Geez Casumo i used to play on your site and now casually looking at reviews and i see >>Martins review<< recently and how hes waiting, hanging on for a 19 month long struggle to get paid out or case closed not having it.. I would plead for him to be released from his torment and either way a result brought forward so he doesn’t have to keep writing reviews for his £3100 from so so long ago
9 September 2026
Unprompted review
Reply from Casumo
Hi phil,
Thank you for leaving a review and sharing your thoughts with us. It is good to know you had a positive moment with us in the past, but I completely understand why seeing a review like that makes an impression and why you feel for another player going through a long and frustrating situation.
While I can't discuss another customer's private account or specific case details on an open platform like this, I want to assure you that we take long-standing issues very seriously. We always aim to get unresolved cases thoroughly reviewed and brought to a clear outcome.
We really appreciate you taking the time to share your feedback with us.
Nikka 💜
STILL NO RESPONSE....ONGOING FOR 20…
STILL NO RESPONSE....ONGOING FOR 20 MONTHS NOW CASUMO THIEVES!!
After my first review on trustpilot. They replied to me once 11 weeks ago…. I haven’t heard from them since!!!! This is the 3rd review.
£3,100 outstanding from Janaury 2025. 21 months of chasing to get answers! They told lies to eCorga that i had not provided the adeuqate documents. They sent fake transaction ID's claiming the transaction was sent to me although was not successful. Fraudulent business. No respect to even reply. I have not had a reply after contacing them now 17 times via email. Have to now pursue through a small claims court to receive the funds or at least put this to bed!! AVOID THIS BUSINESS.. They just ignore you via email and do not reply at all! AVOID.
I left a negative review at the end of July, which warranted a reply from Casumo. I replied immediately.. since then, i have heard nothing back.
19 months waiting on a payment to be made!!....
12 June 2026
Unprompted review
Reply from Casumo
Hi Martin,
I am deeply sorry for the immense frustration and exhaustion caused by this ongoing issue and for the total lack of response to your emails after your previous review. Waiting this long for £3,100 while dealing with conflicting information regarding your documents and transaction logs is an unbelievably stressful situation, and I completely understand your fury.
Because this page is open to the public, I cannot access your dispute files, transaction records, or complaint history directly from here. However, I want to step in personally to make sure your case gets proper attention.
If you have already sent us an email with the subject line "Trustpilot", please know I will be using those details to locate your account so we can get to the bottom of where your funds are.
Nikka 💜
Hi again now it has been 22 days you…
Hi again now it has been 22 days you said
“ I am personally flagging your file directly to our senior management team right now so your documents get an urgent human review. Please reply directly to your existing email thread with "Trustpilot" in the subject line so we can locate your exact case and reach out with a direct status update as soon as possible.
Benji
Casumo“
No thing happen pay me my money this is a joke ? What going on i sent everything you needs
Answer all
The question😡😡😡😡😡
16 August 2026
Unprompted review
Yet again another five thousand spent…
Yet again another five thousand spent on this casino I am writing a review on someone else email as we all know they cause problems once they see who it is August I spent over 4000 and in September another amount over five thousand this website is a joke within a space of one month no withdrawal every bonus was paying 10 pounds for the steaks I was playing on I’m talking every bonuses for one pound stakes it’s all rigged because when ur deposit is running low they also ask with a message do you wish to deposit which in my eyes you kept robbing me not only that if you win a little change they say in this season you won five pounds in my eyes ur monitoring what we do ur the only website who does this thirdly the games will glitch when a bonus sign is meant to drop in it glitches I weirdly of like someone is behind the screen pressing a button we put on extra bet and bonus signs don’t show up I used to like playing on here as it used to be fun and fair I am never playing on this site again after being a customer for over five years I know it’s gambling yes we loose but this is constant loosing every day I play some money it takes it constant that isn’t random it is ridiculous with a lot of dead spins base games you don’t even get hits in it goodbye casumo look at the reviews very bad ratings
8 September 2026
Unprompted review
Reply from Casumo
Hi Miss……..,
I am so sorry to hear about your experience and the disappointment after five years with us. Losing significant amounts, feeling like the games are playing unfairly, and experiencing glitches during gameplay is deeply frustrating, and I completely understand why you feel so upset and let down.
All of our games are powered by certified Random Number Generators to ensure every spin is completely random, but I fully recognize how painful a long losing streak feels. I also take your comments about session pop-ups and game performance very seriously, as our tools should support responsible play, not add to your frustration.
Since we are on a public page, I can't look into your account activity or technical logs from here. However, I want to make sure your concerns are properly heard and looked into.
If you ever wish to discuss this further or need help setting up play limits, please send us a message with the subject line "Trustpilot" so I can find your profile and look into what happened.
Nikka 💜
Signed up for the welcome offer - Didn't honour it
Signed up for the welcome offer. Made a qualifying bet that lost - they refused to honour the welcome offer and said after reviewing my account they have decided not to honour the welcome offer and that this is a management decision.
Review what exactly? I registered and placed one bet!!!
AVOID this scam company
6 September 2026
Unprompted review
Reply from Casumo
Hi Carlo Coppi,
I’m sorry to hear about your experience with the welcome offer. I’d like to look into this personally and better understand what happened with your account.
As this is a public forum, I’m unable to locate or access your account based on the information available here. Please contact us at hey@casumo.com with “Trustpilot” in the subject line. Once we receive your email, I’ll be able to locate your account, review the details, and get back to you directly.
I hope to hear from you so I can look into this and assist you further.
Jeffrey
Absolute joke
Absolute joke, been waiting over a month now for a £5k withdrawal. First made me send verification which I did and then they tried to send my money to the bank using the wrong sort code which my bank rejected, spent a week trying to tell them this through there so called ambassadors who constantly tell you the same thing. Eventually they put it back in my betting account and said it was sorted, withdrew money again and this time bank rejected as they were using my apple number as my card number, sent numerous emails with no reply and now waiting for them for over 10 days to unblock my account so I can put my card details in, honestly I have numerous betting accounts and never experienced anything like this, still not sorted!
5 August 2026
Unprompted review
Reply from Casumo
Hi Stacey Hewitt,
I am so sorry for the absolute nightmare you've had to endure while waiting over a month for your £5k withdrawal. Dealing with repeated payment errors, incorrect bank details, blocked account access, and radio silence on your emails is completely unacceptable, and I fully understand your fury over this whole process.
Because this page is open to the public, I am unable to view your transaction logs or look into your payment settings directly from here. However, I want to step in and make sure your case gets properly tracked down.
Please send us a message with the subject line "Trustpilot" so I can find your profile and look into what is holding this up.
Nikka 💜
Do not trust
was generally a fun a experience and easy to follow with various fun bonuses until today. I deposited some funds only to be immediately shut out my account despite all verifications checked. On asking they have said a routine check but will take a few days. So then why not inform me first before taking my funds and now leaving me without any access to it. Advisors unable to help as is always a stanard, not our department. At the very least, a communication should have been provided about the routine check or I should never have been able to log in today with the routine check in action. It should never be, take funds then close access. Stealing!!!!
Sent an email as per their response and no reply from them for 48hours and counting.
5 September 2026
Unprompted review
Reply from Casumo
Hi Samit,
Depositing funds and then immediately losing access to your account is a horrible position to be in, and I completely understand your frustration. Having access cut off right after a deposit without prior warning naturally causes panic, and being left without clear communication from support is simply not acceptable.
While routine account checks can occur in line with regulations, you should never be left feeling ignored or without proper answers about your money.
I am personally flagging your case to our team today so we can review what happened and get your file moving forward. Please drop a quick email to hey@casumo.com with "Trustpilot" in the subject line so we can connect directly to your file and get back to you with a direct status update.
Benji
Casumo
SCAMMERS who stole my money i had…
SCAMMERS who stole my money i had vertfied before making a deposit and playing i won some money then when u made a request to withdraw my winnings they asked me to provide futher exra documents the reason for this idk .... i think its because they was hoping i dont have the extra docuements and avoid paying out .... lol sure i sent them the extra documents and they said once they review it they will send my money instantly .... so they review it and vertify it all good ... but guess what ? Yes you guessed it they DID NOT PAY ME OUT instead they said the withdraw failed and the team is sending the money via bank transfer ... but they need to review the situation once they do they will send the money ... you can see where this is goiing they are lying and lying and playing games and not paying out and im not getting a response anymore via email and they blocked me from attempting to start a live chat ... keep in mind i have not once been aggresuve to them never spoke badly to them ... i just want my winnings that i won after deposit my own money so yeah theyre scammers looks like and watch theyre gonna reply to this with some bs just watch
4 September 2026
Unprompted review
Reply from Casumo
Hi Zoltan,
Having your withdrawal fail, being switched to a bank transfer with no clear timeframe, and then feeling cut off from both email and live chat is an incredibly frustrating position to be in. You shouldn't be left guessing or feeling like you're being played with when you're simply asking for the funds you won after verifying your account.
I can't open or discuss specific account details on a public forum. However, losing access to chat and receiving no email updates is a breakdown in communication on our end, and that failure is on us to sort out.
I am personally flagging your case to our payments team today so we can review the status of your bank transfer and get this moving forward. Please drop a quick email to hey@casumo.com with "Trustpilot" in the subject line so we can locate your exact file and get back to you with a direct, concrete update.
Benji
Casumo
Wrote a review recently
Wrote a review recently, got a reply, followed instructions as requested to get my withdrawal, high lightied trustpilot in the subject bar and emailed heycasumo, but still nothing, requested withdrawal on 18th of August, no reply, nothing.
18 August 2026
Unprompted review
Reply from Casumo
Hi Andy Griffiths,
I am so sorry for the ongoing silence and frustration after you followed our instructions and sent that email with "Trustpilot" in the subject bar. Waiting on a withdrawal requested on August 18th without getting any reply or update is completely unacceptable, and I fully understand your anger.
Since this is an open space, I am unable to view your inbox logs or check your account balance directly from here. However, I want to step in and make sure your details are located as soon as possible.
I will be using your email details to locate your account so we can take this straight to the right hands and get this sorted out for you.
Nikka 💜
COMPLETE SCAM OF A SITE !
account got verified and everything was ok then made a withdraw and also put more money in and account has now been blocked from pkaying even though i have been verified , been told the same generic answer when i start a live chat that it is getting sorted and nothing , have money in my account i cant withdraw or play with and not getting anthing from company must be the worst casino sie i have ever used
31 August 2026
Unprompted review
Reply from Casumo
Hi Chris O'Hagan,
I am so sorry for the massive frustration of having your account blocked right after being verified and after depositing more funds. Being stuck unable to play or access your money—while getting identical, scripted responses on live chat—is completely unacceptable, and I fully understand your anger.
Because this is a public platform, I cannot view your profile details or check your account status directly from here. However, I want to step in and find out what is causing this sudden block.
Please send us a message with the subject line "Trustpilot" so I can find your profile and follow up on your account.
Nikka 💜
No resolution to my issue
No resolution to my issue. It seems that support ask you to email them for the team to only ignore you time and time again. Getting told different things about why I cant have my withdrawals, either they are waiting to deal with my complaint or they are processing payments and it is not working.
Spoke with Lara (who geniunely sounded like she was AI) to inform me I have to wait 8 weeks for my money to be paid to me.... What a joke of a company. Complaint reference CAS-I1BCH2
Disgraceful
4 September 2026
Unprompted review
Reply from Casumo
Hi Conor Mc Larnon,
I am so sorry for the sheer exhaustion of being ignored, getting conflicting reasons for your delayed payouts, and being told you face an 8-week wait. Receiving inconsistent answers and feeling like you are talking to a automated script only adds to an already infuriating situation, and I completely understand why you feel this way.
Because this page is open to the public, I cannot discuss your complaint history or access your payment logs directly from here. However, I want to step in and make sure your file gets tracked down.
Unless you have already sent us an email with the subject line "Trustpilot", please know I will be using those details as well as the case ID to locate your account so we can get to the bottom of where your funds are.
Nikka 💜
AVOID AT ALL COSTS!!
*UPDATED - The reply below in response to the review I made is false too. I have been waiting for someone to contact me back after emailing hey@casumo and this is why I’ve wrote my review in the first place.
I would urge anyone else experiencing issues to contact the Gambling Commission to report unlawful conduct and a breach of contract.
AVOID AT ALL COSTS!!!
If I could give a minus, I would! I’d noticed the stake being taken was more than the stake shown in play. All winnings were paid at the lower stake shown, not the higher stake unlawfully taken. The customer service is absolutely shocking! They agreed the stake taken was incorrect and they’d been taking more!
Winnings haven’t been added back to balance correctly either.
I just want what I’m owed. Nobody has got back to me. It’s been two weeks now!
2 September 2026
Unprompted review
Reply from Casumo
Dear May,
Thank you for reaching out and sharing your concerns with us. I completely understand your frustration regarding the discrepancy you experienced with your stake amounts, the payout of your winnings, and the delay in getting a resolution. Waiting two weeks for an answer when you feel your funds have been impacted is certainly not the level of service we aim to provide.
To allow me to look into your account history and investigate the stakes and winnings from your game rounds directly, could you please contact us from the email address registered to your Casumo account? Alternatively, if you are contacting us from a different address, please send an email directly to hey@casumo.com using your registered email so we can locate your profile securely.
Once we receive your message from your registered email address, I will personally escalate this to our technical and complaints teams to ensure your game logs are thoroughly reviewed and that we provide you with a clear, direct answer regarding what occurred.
Thank you for your patience and cooperation, and I look forward to resolving this matter for you.
Best regards,
Benji
Casumo
Avoid!!!! At all costs
Avoid — £200 still not returned after account closure
Very disappointing experience with Casumo. I made a deposit and shortly afterwards my account was restricted and placed under a manual compliance review.
I decided to close my account and simply asked for my remaining £200 to be returned to my card. Casumo confirmed that the £200 is still in my account and that a refund request has been escalated.
I was also told that the issue would be resolved today, but that did not happen. I have repeatedly asked for a clear timeframe for when my money will be returned, but I have not been given one.
I have now been given an escalation reference (CPI-6264) and am still waiting for my £200 to be refunded.
I completely understand that legitimate compliance checks can take time. What I find unacceptable is the lack of clear communication and the failure to provide a reasonable timeframe for returning my money.
I don’t want to gamble with the account or reopen it — I simply want my £200 returned.
I hope Casumo resolves this quickly, but based on my experience so far, I cannot recommend them.
1 September 2026
Unprompted review
Reply from Casumo
Dear Casey,
Thank you for reaching out to us. I completely understand your frustration regarding the delay in receiving your remaining £200 balance, especially after your account was restricted and subsequently closed. I can fully appreciate how concerning it feels to wait for your money without a clear resolution timeframe.
I have reviewed your case under escalation reference CPI-6264. I want to reassure you that your request to return the remaining balance of £200 is being actively handled by our internal teams following the account closure and required compliance checks.
While these regulatory reviews can occasionally cause unexpected delays in our standard workflow, please be assured that returning your remaining real-money funds is a priority. Our specialized department is completing the necessary processing steps, and we will update you via email as soon as the transaction is finalized.
I sincerely apologize for the inconvenience, lack of clear communication, and stress this delay has caused you. We truly appreciate your continued patience while we complete this process for you.
Best regards,
Benji
Casumo
PLEASE AVOID !!!!! AS YOU CAN SEE MULTIPLE PEOPLE GOING THROUGH THE SAME ISSIW
Honestly disgusted by the amount of people going through the same issue another review being posted as got advised by Nikita and benji to email saying trust pilot and they will get human eyes on it but guess what no response at all this is all just a cover up to make it look like to others they are trying to resolve issue when they are doing absolutely nothing been a month and no resolution no update and don’t get me started on their live chat !!!! Casumo I want my £275 owed to me today my ticket number is CPI-4556
2 August 2026
Unprompted review
Reply from Casumo
Dear Lamarl,
Thank you for reaching out to us. I completely understand your frustration regarding the delay in resolving your query and why you feel compelled to share your experience on Trustpilot, especially when you feel your concerns are not being addressed promptly.
I have thoroughly reviewed your account alongside our internal team regarding ticket CPI-4556. I want to reassure you that your case has been escalated for a detailed investigation into your pending funds of £275.
While I understand you are requesting this payout to be completed immediately, our team is currently completing the necessary checks required to safely process and resolve this for you. We are actively monitoring the progress of ticket CPI-4556 and will provide you with a direct update via email as soon as the review is complete.
Thank you for your continued patience while we work to resolve this matter for you.
Best regards,
Benji
Casumo
Would give minus
Would give minus, hurts to even give 1 star to be fair. The verification process is the worst I’ve come across yet, I’ve never seen anything like this. Be prepared to wait weeks before playing! Now I feel let me quit whilst I’m ahead, if there’s this much issues just with the verification process there will be no surprise if the rest was a shambles. I don’t usually comment but this was funny lol
1 September 2026
Unprompted review
Reply from Casumo
Dear Shan,
Thank you for reaching out to us. I completely understand your frustration regarding your experience with our verification process, and I am truly sorry for the stress and inconvenience this has caused you.
We fully acknowledge how frustrating it can be to encounter delays during account verification, especially when you are eager to play and expect a quick, seamless process. Account verification is a mandatory regulatory requirement designed to ensure player security and compliance, but we always strive to complete these checks as smoothly and efficiently as possible. I am genuinely sorry that we fell short of your expectations in this instance.
I would love the opportunity to look directly into your account and see what caused this delay for you. Could you please reply with the email address registered to your Casumo account, or contact us directly from that email address at hey@casumo.com? Once we receive your details, we will immediately review the status of your verification and assist you further.
Thank you for your patience, and we hope to have the chance to make things right for you.
Best regards,
Benji
Casumo
Terrible
Terrible. I would never use this app again and am still dealing with an ongoing issue. I echo what others have said. It took me best part of 2 weeks to pass verification only at the time I wanted to withdraw some winnings. Constant pushback about documents not being correct for then the same documents to be accepted. Withdrawl of £110.00 I have waited a week to 2 weeks to be actioned and everytime I go on live chat I’m told “no updates as of yet” even though I got told this would take 72 hours. At this point I’m thinking they are scammers and will make it impossible for you to get your money.
1 September 2026
Unprompted review
Reply from Casumo
Hi James Bell,
I am so sorry for the exhausting back-and-forth you've had to go through with your documents and for the delay on your £110 withdrawal. Waiting two weeks while getting generic "no updates" responses on live chat—especially after being given a 72-hour estimate—is completely unacceptable, and I fully understand why you feel so frustrated and distrustful.
Because this is an open space, I am unable to check your document status or view your account details directly from here. However, I want to step in and see what is holding up your pending payout.
Please drop us a message with the subject line "Trustpilot" so I can find your profile and look into what is delaying your funds.
Nikka 💜
They are messing my mate about
They are messing my mate about. He won 6k like 5 days ago and has sent exactly what they have asked for about 50 times at this stage. Everytime he does that they ask they move the goal post and make another excuse. Everytime he opens a chat on a fresh day they also pretend they dont have any record of previous chats. DO NOT USE THIS SITE ITS A COMPLETE SCAM AVOID..... IF THERES NO MONEY IN HIS BANK BY THE END OF TODAY I'LL TAKE LEGAL ACTION ON HIS BEHALF YOU HEAR ME CASUMO?
1 September 2026
Unprompted review
Reply from Casumo
Hi Spock Bror,
I am deeply sorry to hear about the intense stress and frustration your friend is experiencing while trying to withdraw his £6k win. Having to resubmit documents repeatedly and feeling like the goalposts keep moving is completely unacceptable, and I fully understand your anger on his behalf.
Because this is a public space—and to protect user privacy—I cannot view account details or document submissions directly from here, especially for a third party. However, we genuinely want to get this resolved for him properly.
Please ask your friend to reach out to us directly with the subject line "Trustpilot" so I can locate his profile and take this further to get answered.
Nikka 💜
Poor customer service
Poor customer service, emailed twice as advised by you on here and still no reply.
All for a missing 5.00 win on one of your umo board promos. Discusting.
1 September 2026
Unprompted review
Reply from Casumo
Hi Dl,
I am so sorry for the radio silence after you took the time to email us as advised—especially over a missing promo win that should have been simple to address. Sending multiple messages without a response is completely unacceptable, and I fully understand your anger and frustration.
Because this is a public space, I am unable to check your promo activity or review your account directly from here. However, I want to step in and make sure your case gets properly looked at.
If you have already sent those emails, please send one more quick message with the subject line "Trustpilot" so I can spot your details in the queue and check this up for you.
Nikka 💜
Verification should take place before…
Verification should take place before you are allowed to play, not when you make a withdrawal, or at least try. I was told 2 days ago verification would take a few hours, told the same yesterday, but told today it would be 72 hours, and only then will things be escalated after 72 hours have passed. Awful, wish I’d read the reviews before I deposited in good faith.
1 September 2026
Unprompted review
Reply from Casumo
Hi Shirley,
I completely understand your frustration with moving timelines and changing estimates. Being told a few hours, only for that timeframe to stretch to 72 hours while waiting on a withdrawal, is deeply exhausting and unfair to you.
While verification checks are required under our license—and can occur at various stages—the shifting communication you've experienced is far from ideal, and I fully get why you feel let down.
Because we are on an open page, I can't view your documents or pull up your account status directly from here. However, I want to step in and see where your verification currently stands in the queue.
Please send us a message with the subject line "Trustpilot" so I can find your profile and look into what is holding this up.
Nikka 💜
I’ve been waiting three days for my…
I’ve been waiting three days for my account verification; support tells me they’ll notify me when it’s resolved, but there’s been no change, and I’m still waiting for my funds. It’s unfair—they don’t ask for any documents to deposit money, yet to withdraw it, they insist on verifying your details. It’s unbelievable.
31 August 2026
Unprompted review
Reply from Casumo
Hi Joao,
Waiting three days for verification with no updates while your funds sit waiting is frustrating, and I completely understand your anger.
It feels completely unfair to deposit without friction and then face extra verification checks when you try to withdraw. While account checks can trigger at the withdrawal stage in line with regulation, you should never be left in the dark or stuck hearing repetitive answers without real progress.
I am personally flagging your account to our verification team today so your documents get reviewed and we can get things moving. Please drop a quick email to hey@casumo.com with "Trustpilot" in the subject line so we can connect directly to your file and give you a direct update.
Benji
Casumo
The Trustpilot Experience
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