Question 1

How do I deposit money to Casumo?

Accepted Answer

Select the money icon on the main navigation, choose your desired deposit method and follow the instructions. At Casumo you can deposit using Visa, Mastercard, Skrill, Neteller, Paysafe or Bank transfer.

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 (usually we have your withdrawal processed much faster) When the people in our finance department have approved the withdrawal it takes up to three business days before the funds are available in your account for bank transfers (Sweden and Finland have instant bank transfers). The other withdrawal methods are available instant after approval.
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 3

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 4

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 5

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? 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 6

How do I deposit money to Casumo?

Accepted Answer

Select the money icon on the main navigation, choose your desired deposit method and follow the instructions.

Question 7

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 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 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 8

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 9

Is there a deposit fee at Casumo?

Accepted Answer

No, deposits are free of charge at Casumo.

Question 10

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.

Question 11

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 €10.

Question 12

Which withdrawal methods can I use?

Accepted Answer

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

Question 13

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 14

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 15

Is there a withdrawal fee at Casumo?

Accepted Answer

No, withdrawals are free of charge at Casumo.

Question 16

What is a bonus?

Accepted Answer

A bonus at Casumo can mean free spins, 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 €50 extra from us if you deposit €100 to your Casumo account.

Question 17

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 18

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 19

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 20

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 21

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 22

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.

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