Question 1

How do I deposit money to Casumo?

Accepted Answer

Select the balance on the main navigation, choose your desired deposit method and follow the instructions. At Casumo you can deposit using Visa, Skrill, Neteller, EcoBanq, AstroPay Card, Ecopayz, NetBanking, PhonePE, GooglePay or Paytm.

Question 2

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

Accepted Answer

Casumo guarantee to review all withdrawals within 72 hours (but usually we have your withdrawal processed much faster)
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 e-wallet after approval.

Question 3

How do I activate my free spins?

Accepted Answer

To activate your free spins click your username in the navigation bar top left, and you'll get to your inventory. Clicking the desired valuable will activate the free spins, and the game will start automatically.

Question 4

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

Accepted Answer

Casumo is more than just a casino. Here 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. The more time and energy you spend on Casumo, the better the rewards.

Question 5

When is the customer support available?

Accepted Answer

Casumo ambassadors are answering all your enquiries every day of the week. You can send an e-mail 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

Click “sign up” in the left hand menu, pick your welcome gift and follow the two steps. Easy as pie.

Question 7

I can not open an account. What is wrong?

Accepted Answer

Make sure that all fields are correctly filled in. Is the casumo name you chose available? Is the same password entered in both fields? If the email address is already registered with Casumo it means you already have an account with us. Click “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

Select the balance on the main navigation, choose your desired deposit method and follow the instructions. At Casumo you can deposit using Visa, Skrill, Neteller, EcoBanq, AstroPay Card, Ecopayz, NetBanking, PhonePE, GooglePay or Paytm.

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 (currently we 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 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 credit 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

All deposit methods are free.

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.
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 ₹1,000.

Question 15

Which withdrawal methods can I use?

Accepted Answer

Withdrawals should be made using the same method as used for the last deposit. If you deposited using VISA, please use an e-wallet to withdraw your funds. You are required to make a minimum deposit using Skrill, Neteller, EcoBanq, AstroPay Card, Ecopayz or NetBanking in order to withdraw your funds.

Question 16

I can not 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 freespins, extra money to play for directly or extra money you receive after making a deposit. The type of bonus and the size of it varies and you need to wager the bonus money in order to withdraw the funds. If you, for example, receive a 50% deposit bonus, we will add 50% more money on top of your deposit amount. In this case, you'll get ₹5,000 extra from us if you deposit ₹10,000 to your Casumo account.

Question 20

Do I get a Casumo Gold Deal offer at Casumo?  Who's eligible?

Accepted Answer

Casumo Gold Deal offer gives you 100% up to ₹1Lakh + 10% Cash back
Deposit ₹1Lakh Get ₹1Lakh Bonus + 10% Cash back!
(100% match bonus up to INRLakh(Min Deposit INR10,000) Plus a 10% Cash back in losses in the first week)
You must be 18 year of age or over (or the minimum age of the territory for which you are playing) to be eligible for this offer. This Offer is only available to new players registering a new Account. A minimum deposit of ₹10,000 is required to be eligible for Casumo Gold Deal offer.

Question 21

Does Casumo have a loyalty club?

Accepted Answer

Casumo is in the process of creating its India loyalty club.  We do have dedicated VIP managers who play a proactive role in managing our individual VIPs.

Question 22

What's a 10% Cash back?

Accepted Answer

10% cash back is offered to our new players who make a deposit into their newly created account. Once the player makes a deposit, they will be given a percentage of their money as a cash back bonus. If a player has overall losses during the 7 day qualifying period, the losses will be refunded at a rate of 10% in cash, up to ₹10,000.

Question 23

What are free spins?

Accepted Answer

Free spins (or free rounds) means you get to play for free on a game in the casino a number of rounds – of course with the same chance of winning as when you play for your own money. Winnings on free rounds are converted to bonus money with a wagering requirement of 30 times the bonus amount.

Question 24

How do I activate my free spins?

Accepted Answer

To activate your free spins – go to your personal stuff  and click the valuable. By clicking on the valuable you activate the free spins and the game will start automatically.

Question 25

Do all games count towards the wagering requirements?

Accepted Answer

Most games count towards the wagering requirements, but not all. Wagering of bonus funds on 1429 Uncharted Seas, Blood Suckers, Dead or Alive, Dead or Alive 2, Jack Hammer 2, Super Monopoly Money, Pearls of India, Scrooge, Beautiful Bones, Tower Quest, and Simsalabim, will not contribute towards the playthrough requirement. Here is a list of how much each game contributes to the wagering requirements:

Question 26

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 ₹1,000 in bonus cash and ₹1,000 in real money and bet ₹200, ₹100 will be bonus money and ₹100 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 27

How can I join the Casumo loyalty program?

Accepted Answer

Our VIP managers will get in touch with you if you qualify for the Casumo loyalty program.

Question 28

What are the wagering requirements for Casumo's VIP offer?

Accepted Answer

Contribution to Wagering Requirements varies per game.  Question 9 gives you the chart table you can look for it. Or contact us if you have questions!

Question 29

Which games count towards the wagering requirements of Casumo's VIP offer?

Accepted Answer

There are no specific games that count towards the wagering requirements.

Question 30

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 31

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 32

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 33

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 34

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 free spins and free money) increases.

Question 35

What happens when I reach a new level?

Accepted Answer

When you create an account at Casumo a cute little casumo guy with a rope around its waist is born. The rope symbolizes the beginners’ level – the level that all newly hatched casumos begin their adventure at. At each new level you have the chance to win valuables, such as free cash and free spins. Your chances to win better valuables increases with each new level and if you continue to play a whole new planet with new levels will open up eventually.

Question 36

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, the chance that you’re getting one next time is bigger.

Question 37

What are belts and how do they work?

Accepted Answer

Our belts represents what skill level you and your casumo have achieved. The better belt you have the bigger is the chance to find nice valuables at each new level. You start by trying to get the white belt, followed by yellow, red, blue, purple and black

Question 38

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

Accepted Answer

Casumo is more than just a casino. Here 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. The more time and energy you spend on Casumo, the better the rewards.

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 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 42

What is the minimum and maximum stake?

Accepted Answer

The minimum stake for all bets is ₹1. 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 43

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 44

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 45

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

Accepted Answer

No, cashed out bets do not contribute to wagering requirements.

Question 46

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 47

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 48

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 49

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 50

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 51

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 52

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 53

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 54

What is a Free bet?

Accepted Answer

A bet that won’t cost you. We give the stake, and you keep the winnings, except the original stake. Example: you place your ₹1000 Free bet at odds of 2.2. If your selection wins, you get ₹1200. Stake ₹1000 x 2.2 = ₹2200, minus ₹1000 (the Free bet) = ₹1200.

Question 55

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 56

What are Odds boosts?

Accepted Answer

An odds boost is when you have increased odds on a specific type of bet. Example: Barcelona to win against Real Madrid was 2.0, but we boosted the odds to 2.5. So if you bet ₹1000 on Barcelona, your payout could be ₹2500 instead of ₹2000.

Question 57

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 ₹1000 on a bet, you will receive ₹2000 instead.

Question 58

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 59

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

Accepted Answer

You can find them on our Sports T&Cs.

Question 60

I can’t find the match/event I want to bet on, what shall I do?

Accepted Answer

We have an awesome search function that you can find in the top right menu. Use it to find any team, league or player you would like to bet on.

Question 61

There are no odds on my favourite game, what can I do?

Accepted Answer

We do our best to cover as many events as possible. If you don't see the bet you want to place, get in touch via live chat or email us at hey@casumo.com.

Question 62

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.

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