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

How do I activate my free spins?

Accepted Answer

To activate your free 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 free spins and 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 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 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 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 money icon on the main navigation, choose your desired deposit method and follow the instructions.

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 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 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 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 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 €10.

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 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 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 20

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 21

How do I activate my free spins?

Accepted Answer

To activate your free 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 free 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:,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.

Question 23

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 24

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 25

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 26

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 27

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 28

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 29

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 30

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 31

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 32

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 33

What are Reel Races?

Accepted Answer

The Reel Races can be described as a fast paced ‘casino tournament’ where the goal is to win as many times as possible within a certain duration of time. The more you win, the more points you get, and the player who ends up with the most points when the time runs out wins.

Question 34

How do I collect points in Reel Races?

Accepted Answer

A standard win will give you 2 points and a Big Win will give you 20 points. To make things super duper exciting, we have also added 3 types of tournament boosters: 3 wins in a row gives you 5 points, a total of 2 big wins gives you 35 points and a Mega Win gives you 100 points.

Question 35

Is it free to opt in?

Accepted Answer

As free as a fly.

Question 36

How many Reel Races can I participate in per day?

Accepted Answer

You can join the Reel Races as many times as you wish.

Question 37

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 38

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 39

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.

FAQ

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