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 guarantee 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

How do I activate my spins?

Accepted Answer

To activate your spins – go to your valuables (select your name on the main menu, and then ‘valuables’ at the top of the page). Choose to use the spins and the game will start automatically. Make sure you take note of any restrictions or wagering requirements the spins may have.

Question 4

The world’s first casino adventure. What’s that?

Accepted Answer

Casumo is more than just an online casino - we have sports betting too! And our adventure means you receive valuables and trophies by collecting points that take you to new levels and planets. You get rewarded with everything from free rounds to free cash while you play.

Question 5

When is the customer support available?

Accepted Answer

Casumo ambassadors are answering all your enquiries every day of the week 24/7. Just send an email to hey@casumo.com and we’ll get back to you as soon as we can.

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 it means you already have an account with us. Go to login and select “I forgot my password” or contact us directly and we will reactivate the account for you.

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”. Here you can 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 is 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 deposit via credit cards, we also currently do not accept Maestro.
If all the information is correct – 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 secure code failed? Your card might be 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 do 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

No.

Question 13

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

Accepted Answer

All deposits are credited instantly to your Casumo balance except bank transfers (for Sweden and Finland we have instant bank transfers).
This chart shows when the money is available in the account for the different methods.
This chart shows when the money is available in the account for the different methods.

Question 14

How do I withdraw money from Casumo?

Accepted Answer

Select the money icon on the main navigation. Choose your preferred withdrawal method and follow the instructions. The minimum withdrawal amount is £1, however 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 the 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

No, withdrawals are free of charge at Casumo.

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 highlighted to you when you get the Bonus. A Bonus may be convertible to Real Money in your Account (and available for withdrawal), subject to you fulfilling a specific set of terms and conditions stipulated for that Bonus.

Question 20

What are bonus spins?

Accepted Answer

Bonus Spins are spins rewarded to you for a specific game. These spins have Wagering Requirements of 30x. Bonus Money will convert automatically to Real Money once the Wagering Requirement is completed. This means that all winnings made on these spins are converted to Bonus Money which will need to be wagered 30x. Bonus spins must be activated through the account, when you are logged in. Once these are activated, the Bonus Spins are set off and the particular game will start automatically.

Question 21

How do I activate my bonus spins?

Accepted Answer

To activate your bonus spins – go to your valuables (select your name on the main menu, and then ‘valuables’ at the top of the page). Choose to use the bonus spins and and the game will start automatically.

Question 22

Do all games count towards the wagering requirements?

Accepted Answer

Most games count towards the wagering requirements, but not all. Here is a list of how much each game contributes to the wagering requirements:,* The following slots contribute 30% towards wagering 1429 Uncharted Seas, Blood Suckers, Dead or Alive, Dead or Alive 2, Jack Hammer 2, Simsalabim, Starmania, Wolfpack Pays
** Wagering from the following slots do not count towards wagering
Arcade Bomb, Beautiful Bones, Caribbean Anne, Castle Builder, Castle Builder 2, Cool Buck, Crystal Cavern, Eye of the Kraken, Fantastic Fireworks!, Frozen Inferno, Golden Beauty, Hong Bao, Icy Wilds, Le Kaffe Bar, Lil' Devil, Magic of Sahara, Midas Treasure, Monkey God, Oddin, Pearls of India, Pixies of the Forest 2, Pride and Prey, Rage to Riches, Reel Heist, Reel Rush 2, Scarab, Scrooge, Scudamore's Super Stakes, Sea Hunter, Super Monopoly Money, Super Striker, The Wish Master, Tomb Rider: Secret of the Sword, Tower Quest, Vampire the Masquerade, Village People Macho Moves, Wilderland, Zombie Hoard, Zombie Queen
Casumo Ltd. reserves the right to forfeit any winnings if bonus funds are wagered on these games.
Sports bets also contribute towards the wagering requirements:

Question 23

What are Bonus Spins?

Accepted Answer

Bonus Spins are spins that you will be rewarded after you have made a deposit of a certain stipulated amount that we will tell you beforehand. Winnings on Bonus Spins are converted to Bonus Money and are usually subject to a Wagering Requirement of 30 times. Bonus Money will convert automatically to Real Money once the Wagering Requirement is completed. Bonus Spins must be activated through the account, when you are logged in. Once these are activated, the Bonus Spins are set off and the particular game will start automatically.

Question 24

How does the bonus turnover work at Casumo?

Accepted Answer

If you have bonus money in your account, they will play proportionately to your real money. If you have £10 in bonus cash and £10 in real money and bet £2, £1 will be bonus money and £1 real money. Winnings are distributed proportionately in the same way. If you get several bonuses at the same time the bonus money and the wagering requirements are bundled.

Question 25

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 26

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 27

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 28

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 29

How does the progress bar work?

Accepted Answer

Every time you play at Casumo you collect points that will take you to new levels in the adventure. The progress bar on your adventure page will display how far you are, and for each new level you achieve your chances to win great valuables (such as  and free money) increases.

Question 30

What happens when I reach a new level?

Accepted Answer

When you create an account at Casumo an avatar is created for you. It has a rope around its waist, representing the beginners level. As you play, you can advance to new levels, with the avatar’s belt changing according to the level you reach. At each new level you have the chance to win valuables, such as free cash and bons spins. Your chances to win better valuables increases with each new level.

Question 31

I just levelled up but did not receive any rewards. Why is that?

Accepted Answer

Sometimes you get some kind of reward when you level up, but not always. The reward system depends on many factors. All the points you collect are saved and transferred to the next level, and if you did not get a reward this time, you are more likely to get a reward the next time.

Question 32

What are belts and how do they work?

Accepted Answer

Our belts represent the level you and your avatar have achieved. As the belt changes, so do the valuables that you can get. You start off with a rope belt, trying to get the white belt, followed by yellow, red, blue, purple and black.

Question 33

The world’s first casino adventure. What’s that?

Accepted Answer

Casumo is more than just an online casino - we have sports betting too! And our adventure means you receive valuables and trophies by collecting points that take you to new levels and planets. You get rewarded with everything from free rounds to free cash while you play.

Question 34

What are Reel Races?

Accepted Answer

The Reel Races can be described as a timed ‘casino tournament’ where the player will receive points for each winning spin that happens in the game.  The game is of a specific length and a leaderboard is used to determine where a player appears in the leaderboard as they collect points.

Question 35

How do I collect points in Reel Races?

Accepted Answer

A standard win from a spin will give you 2 points and a Big Win will give you 20 points. There are also 3 types of tournament boosters: 3 wins in a row give you 5 points, a total of 2 big wins give you 35 points and a Mega Win gives you 100 points.

Question 36

Is it free to opt in?

Accepted Answer

Yes, opting in to a Reel Race is as free as a fly.

Question 37

How many Reel Races can I participate in per day?

Accepted Answer

You can join as many Reel Races as you wish throughout the day.

Question 38

How is the position defined in case players have equal amount of points?

Accepted Answer

The player who has collected the amount first will be ranked first out of the players with equal points.

Question 39

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 40

Where is Casumo regulated?

Accepted Answer

We currently hold licences in Malta and the UK.  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 41

How can I be sure that the games are fair and random?

Accepted Answer

All our games use a random number generator that is certified by an independent third party. The same random number generator is used for both free games and real money games.

Question 42

Do I pay taxes on winnings from Casumo?

Accepted Answer

Casumo has a European gaming license issued by the Gaming Authority in Malta, where we also have our headquarters and support. Having a gaming license within the EU means that all your winnings are tax free when you play from within the EU. It is however your responsibility to know if you should pay tax or not.

Question 43

Why do I need to verify my account?

Accepted Answer

All online gambling operators such as Casumo follow anti money laundering regulations from several governing bodies.
In addition, we are also committed to host a secure and safe gambling environment where player integrity and protection of your funds is always a priority.
Security checks, commonly known as KYC (Know Your Customer) are performed on a regular basis.
There are various different triggers for these checks and they are most commonly performed during, but not limited to, at registration, in relation to deposits, as part of dip checking and withdrawals.
To fulfil our obligations regarding identity and age verification, we share information with a Credit Reference Agency. This check will leave a “soft” footprint on your credit file. Additional information on how the above mentioned agency holds and uses your information can be found here: https://www.transunion.co.uk/legal-information/bureau-privacy-notice.
You only need to verify your account once, however, there is a chance we ask for additional documentation in the future based on your account history.
Take a look at these informative clips about our KYC (Know Your Customer) procedures here and AML (Anti Money Laundering) procedures here.

Question 44

How do I verify my account?

Accepted Answer

It couldn't be easier. Just upload files of the requested documents and let us do the rest.
The account verification tab will become visible in your Casumo account when we have sent you a verification request.
Once your documents have been approved, they are safely archived on secure servers.
The type of documents we ask for depends on your deposit and withdraw method and if you reach certain thresholds.
We’ll let you know when something is needed, and the verification is usually done within a couple of hours.
Make sure your uploads are of good quality so that we can read the relevant details and approve them.
We accept most file formats, but the size limit is 8MB.
Here’s a short summary of the most common documents needed and what to keep in mind whilst prepping them.
Verify identity
A copy of your passport, national identity card or driving license to verify your age and identity.
In addition we accept several national types of alternative identity cards for certain countries.
During the verification process you will see which kind of identity document we accept for your country. As part of the identity verification you’ll also be requested to take a selfie as regulations requires us to apply anti impersonation checks. Other things to keep in mind:
- The expiration date must be valid.
- Must be a personal identification document.
- All four corners of the document must be visible.
- Copy of both front and back is required.
- Must be a government issued or approved photo document.
- Don’t cover or alter any details.
Verify address
An invoice or an electronic bill with your adress on it normally does the trick. We also accept most types of government documents or bank statements as proof of address.
The document should be in your name, match the address on your Casumo account and be issued within the last three months.
Other things to keep in mind:
- The whole invoice must be visible.
- Screenshots of bank statements/electronic bills must include the URL (website address).
- Don’t cover or alter any details.
Verify Deposit (bank transfer)
A bank statement showing at least one deposit to your Casumo account, account holder's name and bank details (IBAN and SWIFT if possible) is enough.
Both paper copies and electronic versions of your bank statement works, as long as it shows the information we need.
All electronic bank statements must include the URL (website address) in the screenshot.
The above also applies in those cases where we only need to verify that you are the account holder of the bank account.
In those cases the statement also needs to show any deposits made to your Casumo account.
Verify deposit (VISA & MasterCard)
This is usually asked for when we cannot process withdrawals directly back to your card for some reason.
It can be due to restrictions in your country or the card type simply doesn’t support it.
A bank statement showing at least one deposit to your Casumo account with the card in question,
account holder's name and bank details (IBAN and SWIFT if possible) will ensure that we have the link between your card and bank account.
This is important as the origin and the destination of the funds should be the same if possible.
Other things to keep in mind:
- Screenshots of bank statements must include the URL (website address).
- If visible on the bank statement, cover the card number n this format: 1234 56xx xxxx 1234.
- You can cover transactions that doesn’t concern Casumo.
Verify E-wallet
A screenshot of your account overview showing your personal details and account details is enough.
We might also request a screenshot of the transactions overview that shows at least one of your deposits to Casumo.
The URL (website address) should be visible in the screenshot.

Question 45

Why can't I access all games?

Accepted Answer

Our different game providers operate under different jurisdictions hence some games might be restricted in your country. The below restrictions are currently in place:

Question 46

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 47

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 48

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 49

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 50

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

Accepted Answer

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

Question 51

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 52

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 53

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 54

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 55

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 56

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 57

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 58

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 59

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 60

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 61

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 62

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 63

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 64

How do I know the betting rules for the different sports you offer?

Accepted Answer

You can find them on our Sports T&Cs.

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