Question 1

How do I deposit money?

Accepted Answer

Click on your balance in the left hand menu, select the desired deposit method and follow the instructions. Only use payment methods that belong to you personally.
Payment methods
At Casumo you can deposit using Visa, Mastercard, Paypal, ApplePay, bank deposit or Paysafe.

Question 2

Is there a minimum deposit amount required at Casumo?

Accepted Answer

The minimum deposit amount is £5 for debit card and £10 for all other available payment methods.

Question 3

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

Accepted Answer

Casumo will review and process withdrawals within a matter of hours. The time for a withdrawal request to be finalised may vary due to different circumstances.

Question 4

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 5

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 6

When is Customer Support available?

Accepted Answer

Casumo ambassadors are here to answer all your enquiries. 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. 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.
Live chat is available from 8am - 1am CET.

Question 7

I cannot open an account. What’s 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 close my account?

Accepted Answer

The only way to close your account is through contacting Customer Support directly. We will be happy to assist you. You can send us an email or contact us via Live chat, the quickest and easiest option.

Question 10

How do I deposit money?

Accepted Answer

Click on your balance in the left hand menu, select the desired deposit method and follow the instructions. Only use payment methods that belong to you personally.

Question 11

Deposit methods

Accepted Answer

You can deposit using Visa, Mastercard, Paypal, ApplePay, Skrill, Neteller, MuchBetter, bank deposit or Paysafe.

Question 12

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?
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 13

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 14

I have made a deposit. 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 15

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 16

Which withdrawal methods can I use?

Accepted Answer

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

Question 17

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

Accepted Answer

Casumo will review and process withdrawals within a matter of hours. The time for a withdrawal request to be finalised may vary due to different circumstances.

Question 18

What is a bonus?

Accepted Answer

If you're new to Casumo, you can find your Welcome Bonus 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 19

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:

Question 20

Slots

Accepted Answer

Unless stated otherwise: 100%
Slots with RTP* of 96.8% or higher: 30%

Question 21

Table games

Accepted Answer

Video Poker: 10%
Poker games (Live Casino & RNG*): 10%
Roulette (Live Casino & RNG): 10%
Baccarat (Live Casino & RNG): 10%
Blackjack (Live Casino & RNG): 10%

Question 22

Wheel games

Accepted Answer

(Live Casino & RNG): 50%

Question 23

Sports

Accepted Answer

with odds 1.6 or higher: 100%

Question 24

Other

Accepted Answer

All other games: 100%
*RTP = Return To Player
*RNG = Random Number Generated

Question 25

How can I make a complaint?

Accepted Answer

If you would like to make a complaint regarding our services, you can contact us via email at hey@casumo.com or via Live chat. We will acknowledge all complaints within 24 hours of receipt.
Information on how we handle any complaints can be found in our Complaints and Dispute Resolution Procedure.

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