Question 1

How do I deposit money to Casumo?

Accepted Answer

Click on your balance in the left hand menu, select the desired deposit method and follow the instructions. At Casumo you can deposit using Visa, Mastercard, Skrill, Neteller, Paysafe, MuchBetter, Mobile Billing, Instant Banking or Paypal. Only use payment methods that belong to you personally.

Question 2

I have made a withdrawal from Casumo. When will I receive my money?

Accepted Answer

Casumo aims to review all withdrawals within approximately 72 hours (usually we have your withdrawal processed much faster). The time for a withdrawal request to be finalised may vary due to circumstances, however a withdrawal attempt should be approved or denied within three (3) days.

Question 3

Where can I find my remaining wagering requirement?

Accepted Answer

You can find the remaining wagering requirements for the bonus in your balance in the withdrawals section of your Casumo account.

Question 4

When will my documents be verified?

Accepted Answer

Our team works around the clock to ensure documents are reviewed as fast as possible. Due to the variety of documents and eligibility requirements, there is no set time frame for verification to be completed.

Question 5

When is the customer support available?

Accepted Answer

Casumo ambassadors are here to answer all your inquiries 24/7. Just send an email to hey@casumo.com and we’ll get back to you as soon as we can.
Click on the live chat box in the bottom-right of your screen to chat directly with an ambassador any time of the day or night. If you have a straightforward question, it’ll be answered automagically by our bot, and you always have the option to speak to a real person.

Question 6

How do I create an account with Casumo?

Accepted Answer

Select “sign up” in the main menu and follow the instructions. You will have a chance to review all of your details at the last step before completing your sign up. Easy as pie!

Question 7

I cannot open an account. What is wrong?

Accepted Answer

Make sure that all fields are correctly filled in. Is the Casumo name you chose available? If the email address is already registered with Casumo, then you already have an account with us. Go to login and select “I forgot my password” or contact us directly so we can help you get your account up and running.

Question 8

How do I turn off my subscription to newsletters and promotions?

Accepted Answer

Click on your Casumo name (upper left corner) and select “Details & Settings” to turn on / off your subscription to newsletters and promotions.

Question 9

How do I deposit money to Casumo?

Accepted Answer

Click on your balance in the left hand menu, select the desired deposit method and follow the instructions. At Casumo you can deposit using Visa, Mastercard, Skrill, Neteller, Paysafe, MuchBetter, Mobile Billing, Instant Banking or Paypal. Only use payment methods that belong to you personally.

Question 10

My deposit failed. What’s wrong?

Accepted Answer

Make sure all the information is filled out correctly. Are all the digits in the account number correct? Are you currently on the withdrawal or deposit page? Are you using one of our accepted cards? We do not accept deposits via credit cards, nor do we currently accept Maestro.
If all the information is correct, then reload the page or try a different browser (we recommend Google Chrome). The most common reason for failed deposits can be traced to your bank. Perhaps your Verified by VISA or MasterCard SecureCode failed? Maybe your card is affected by limitations or blocks regarding online and/or international payments? Did you check that your card was sufficiently funded? Do you have more than 5 cards activated at the same time? Please contact the card department of your bank for more information, and get back to us if the problem persists.

Question 11

I made a deposit but the funds were not credited to my Casumo account. What should I do?

Accepted Answer

No need to worry. First make sure that the funds were deducted from your card/account and then contact us. Most likely, we will be able to trace and solve the problem without any proof of deposit. However, in some rare cases we might ask you for a copy of the transaction to be able to investigate it with the payment provider.

Question 12

Is there a deposit fee at Casumo?

Accepted Answer

Nope :)

Question 13

I have made a deposit to Casumo. When will the money be available in my account?

Accepted Answer

All deposits are credited instantly to your Casumo balance. This chart shows different deposit methods that we support. As you can see, they all provide instant transfers.

Question 14

How do I withdraw money from Casumo?

Accepted Answer

Select the money icon on the main navigation page. Choose your preferred withdrawal method and follow the instructions. The minimum withdrawal amount is £1. Please be advised that withdrawals under £10 incur a £3 fee.

Question 15

Which withdrawal methods can I use?

Accepted Answer

Withdrawals should be made using the same method as used for your last deposit.

Question 16

I cannot withdraw money. What is wrong?

Accepted Answer

Double-check the information provided. Is the amount you are trying to withdraw exceeding your current balance? Have you entered the correct bank account number? Are you currently on the page for deposits or withdrawals? Do you have an active bonus that needs to be wagered before withdrawal (you can still withdraw money but you will lose your bonus money)? If all information is correct – try to reload the page or try a different browser. Contact us if this doesn’t solve the problem.

Question 17

I have made a withdrawal from Casumo. When will I receive my money?

Accepted Answer

When you request a withdrawal the amount gets reserved and will not be available in your Casumo balance. The chart below shows how long it takes before the funds are available on your bank account/e-wallet after approval.

Question 18

Is there a withdrawal fee at Casumo?

Accepted Answer

All withdrawals over £10 are free of charge at Casumo. Withdrawals between £1 and £10 incur a £3 fee.

Question 19

What is a bonus?

Accepted Answer

A bonus at Casumo can mean rewards such as bonus spins, bonus money or cash. The type of Bonus and the size of it varies as do the requirements and restrictions attached to the bonus. Should there be restrictions or requirements for the bonus, these will be clearly communicated. A bonus may be convertible to real money in your account (and available for withdrawal), subject to your fulfilling a specific set of terms and conditions stipulated for that bonus (see number 3 below).

Question 20

Where to find bonuses

Accepted Answer

If you’re new to Casumo, you can find your Welcome Offer under the Valuables section of your dashboard, along with any other available bonuses. You can find seasonal promotions and other types of bonuses along with their terms and conditions under the Promotions section in your account.

Question 21

Wagering contributions for bonuses

Accepted Answer

Different games are weighted differently in terms of the wagering contribution. Here is how much each game contributes to the wagering requirements:
Slots:
Unless stated otherwise: 100%
Slots with RTP* of 96.8% or higher: 30%
Table games:
Video Poker: 10%
Poker games (Live Casino & RNG*): 10%
Roulette (Live Casino & RNG): 10%
Baccarat (Live Casino & RNG): 10%
Blackjack (Live Casino & RNG): 10%
Wheel games (Live Casino & RNG): 50%
Sports with odds 1.6 or higher: 100%
All other games: 100%
*RTP = Return To Player
*RNG = Random Number Generated
Learn more about casino games in our Slots Guide and on our Live Casino page.

Question 22

Games are slow. What’s wrong?

Accepted Answer

Make sure you have the latest version of your browser installed (we recommend Google Chrome) and the latest version of Flash. Also make sure that it’s not your internet connection that is the problem (try to play with the network cable if the wireless connection is not working like it should) and close any background programs that might drain your bandwidth.

Question 23

What happens if the game freezes in the middle of a round?

Accepted Answer

If your game freezes, you will end up exactly where you left off next time you open the game. If there is no option for you to do so, the round will be completed on the server even if your computer is frozen or your internet connection stopped working. Any winnings are paid out to your account as usual.

Question 24

I cannot open the game. What is wrong?

Accepted Answer

This may mean that you have lost contact with the server. Try to log out and log back in and try again. Sometimes you may need to shut down the browser and start over from scratch for the game to load. Contact our ambassadors if problem still persists.

Question 25

How do I take a screenshot?

Accepted Answer

Taking a screenshot means taking a photo of what is currently visible on your screen . The image is saved as a file on your mobile and can easily be attached to an email and sent to us. This is how you take a screenshot in iOS (for an iPhone)
Step 1: Make sure that the current view on the screen is what you want to take a screenshot of.
Step 2: Press the phone’s home screen button and the top button (the one used for locking / power)
simultaneously
Step 3: Go to your photos, you should see the screenshot saved in your camera roll
Step 4: Send us the screenshot in an email
Instructions for android phones
Step 1: Make sure that the current view on the screen is what you want to take a screenshot of.
Step 2: Press the phone’s power button and the volume button simultaneously, until you hear a click or screenshot sound.
Step 3: Go to your gallery, you should see the screenshot saved
Step 4: Send us the screenshot in an email

Question 26

Is my money safe with Casumo?

Accepted Answer

The Gaming Authority regularly verifies and ensures that we cover all the players’ account balances. All connections with Casumo.com and all information is sent over secure connections using SSL. This means that the information is encrypted so it can not be read by someone other than the person it is intended for. Our payment methods are PCI compliant and conforms to PCI. This means that your card details are safely handled and that we meet the highest security standards for payments, withdrawals and deposits.

Question 27

Where is Casumo regulated?

Accepted Answer

We currently hold licences in Malta, UK, Sweden, Spain and Gibraltar. These licences are the backbone of our operations and regulate us as a company in order to be able to maintain a safe and secure gambling environment. Our mission is for you, as a player, to feel confident playing with us in knowing that our site is fully compliant with all the relevant laws and regulations.

Question 28

How do I place a bet?

Accepted Answer

Casumo Sports is betting made easy. When opening Sports, you’ll see a simple wizard asking you to select the sports you’re interested in betting on. To place a bet, start by finding a match or event and choose from a range of available options. Click on the odds of the bet market to add it to your bet slip. Once you’re happy with your choice, set the amount you’d like to wager and press the ‘Place Bet’ button.

Question 29

What is the minimum and maximum stake?

Accepted Answer

The minimum stake for all bets is £0.10. The maximum stake can vary for different bets. Stakes depend on the events/markets you are betting on. If the stake you enter on your betting slip is above the maximum stake, you can request that your entire bet is accepted via the betslip. However we can’t guarantee that your entire stake will be accepted.

Question 30

What kind of bets can I place?

Accepted Answer

You can place:
- Single bets, where you pick the outcome of one event. You can win the odds multiplied by your stake.
- Combination bets, also known as Accumulator bets, a bet that combines 2 or more selections. Combination bets can only be won if all selections are won.
- System bets, which consist of several combination and single bets. You don’t need to guess all the selections to qualify for a return. Add at least 3 selections to the bet slip and you can choose to place a system bet. Have a look at the Glossary for more info.

Question 31

What is the Cash Out option?

Accepted Answer

When available, Cash Out lets you close your bet at any time before the event is finished. Prior to placing a bet, a Cash Out label on the bet slip will indicate whether the bet in question is eligible for Cash Out. After placing a bet, you can select the Cash Out feature using the My bets tab on top or just navigate to the event page and choose My Open Bets option, where you can see the Cash Out option as well. Once you push the Cash Out button, the bet will be settled at the price shown and the money credited in your account immediately.

Question 32

Do Cashed-out bets contribute to my bonus wagering requirements?

Accepted Answer

Cashed-out bets will not contribute to bonus wagering requirements.

Question 33

What is Bet Builder?

Accepted Answer

Bet Builder is a tool with which you can create your own bet on an event. You can build your bet with many popular options, such as 1x2, total goals, card markets and more. With Bet Builder you can make a maximum of 12 selections. For example, you could build a bet that tries to guess how many goals will be scored, who will score them, and even the number of corners on the game.

Question 34

I placed a bet by mistake, how can I cancel it?

Accepted Answer

It is your responsibility to ensure your bets are correct. Once you have placed and confirmed your bet, it cannot be cancelled. however if Cash Out feature is available, you will have the chance to finalise your bet prior to event finishes.

Question 35

How do I know if I won my bet?

Accepted Answer

You can check all your bets under My bets tab on the top right corner.

Question 36

Do the odds ever change?

Accepted Answer

Odds do change. They increase and decrease based on a number of factors, including news or a high volume of betting on a particular match. However after you confirm a bet slip the odds that you took will remain valid regardless if they change after the moment the bet was originally placed. The only exception is when the odds change due to settlement, for example if you bet on a draw no bet and the event ends up in a draw, the odds will change to 1.0.

Question 37

What is a Livebet or an In-Play bet?

Accepted Answer

These are bets placed on an event whilst it is in progress. Watching your favourite team and want to place a bet? Just click on Live tab at the top, and there you go, you’ll see our Live offers.

Question 38

My bet isn’t settled yet, how come?

Accepted Answer

We do everything we can to settle your bets as quickly as possible. Live bets are paid as soon as the outcome is known. Pre-match bets are settled as soon as we have an official result.

Question 39

What happens if my bet has been voided?

Accepted Answer

A bet can become void for several reasons and most of the extra information can be found in the My bets section. For example, a game can be postponed, a technical error can happen, incorrect participants were offered. When something like this happens, the stake amount is returned back to your account (for full details on voided bets please visit Terms and Conditions for Sports Section A, 5. Paragraph Cancellation (Voiding) of bets for more information).

Question 40

What happens to my bet if a game is postponed?

Accepted Answer

For some sports, like football, a bet will be declared void or cancelled on a postponed match or event which does not start within 12 hours from the kick-off time as last issued.

Question 41

What is a Free Bet?

Accepted Answer

Free Bets is exactly what it sounds it is a bet that you can place for free. In a Free Bet players are allowed to keep only their winnings of that bet but not the stake of the Free Bet. Free Bets themselves are not withdrawable. Many times this Free Bets are handed out only if the you previously meets a certain criteria. Example: Place a £10 bet and get a £10 Free Bet.

Question 42

What type of Free Bets does Casumo offer?

Accepted Answer

We offer 2 types of Free Bets:
- Locked Free Bets, which means at first you need to fulfill some requirements such as deposit money into your account, or place a bet to unlock your Free Bet.
- Unlocked Free Bets, where you just get the Free Bet as it is – you don’t need to do anything, just enjoy it.

Question 43

What are Odds boosts?

Accepted Answer

An odds boost is when you have increased odds on a specific type of bet. Example: Liverpool to win against Arsenal was 1/1, but we boosted the odds to 6/4. So if you bet £100 Euro on Liverpool, your payout could be £250 instead of £200.

Question 44

What is profit boost?

Accepted Answer

Increases the winnings on a given bet by a specified percentage. Example: If you receive a 100% profit boost from Casumo and you are due to win £10 on a bet, you will receive £20 instead.

Question 45

I don’t understand what this betting terminology means?

Accepted Answer

Have a look at our Glossary first, and if you don't find what you are looking for, why not get in touch via live chat or email at hey@casumo.com.

Question 46

How can I change the odds format between Fractional, Decimal and American?

Accepted Answer

Simply scroll to the bottom of the page, under the odds menu and you will see “Odds Format”. Click the arrow in the button to toggle between Fractional, Decimal and American.

FAQ

Top 4 Questions

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Account

Deposits

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Technical questions

Licenses and Security

Sports