How to contact the casino support service?
Customers can contact Casumo Canada Casino support via live chat available 24/7 for instant help or by sending an email to [email protected] for less urgent inquiries.
- Direct message
- Leave a review
- Bookmark
- Share
- Report
- prev
- next
What contact methods are available for customers?
Live chat 24/7, email at [email protected], and phone support +35620106838.
Casino website
https://www.casumo.com/
Casino launch date
Casumo was launched in 2012.
Gaming license
Casumo operates under a gaming license issued by the Malta Gaming Authority (MGA), license number MGA/CRP/217/2012/05.
Casino headquarters location
The headquarters are located at The Unicorn Centre, Triq Il-Uqija, Swieqi, SWQ 2335, Malta.
License jurisdiction
Casumo is licensed under the jurisdiction of Malta.
Is there live chat on the website, does live chat work 24/7, and how long does it take to respond in chat?
Yes, live chat is available on the Casumo website and operates 24/7 with typically fast response times.
Is there a contact form on the website?
There is a contact form available for submitting issues and feedback on the Casumo website.
Technical support email
The general support email [email protected] can be used for technical support inquiries.
VIP support email
No specific VIP support email publicly disclosed; VIP customers typically use general support channels or dedicated VIP service within the platform.
Complaints email
Complaints can be sent to [email protected] as part of the official complaint handling process.
Finance department email
No separate finance department email publicly available; financial inquiries are handled through standard support channels.
Security service email
No separate public security service email; security issues can be reported to the general support email.
Support hotline phone number
+35620106838 is the main customer support phone number.
VIP line for premium customers
No dedicated VIP phone line publicly listed.
Separate complaint line
No separate complaints phone line publicly listed.
Technical support
Technical support is available via 24/7 live chat and email.
Financial department
Financial queries handled by customer support via email and possibly live chat.
Security service
Security concerns are managed through support email and live chat.
Telegram support account
No official Telegram support account publicly listed.
WhatsApp support account
No official WhatsApp support account publicly listed.
Viber support account
No official Viber support account publicly listed.
WeChat support account
No official WeChat support account publicly listed.
Facebook page
https://www.facebook.com/Casumo/
Instagram page
https://www.instagram.com/casumo/
Twitter/X page
https://twitter.com/Casumo
LinkedIn page
https://www.linkedin.com/company/casumo/
YouTube channel
https://www.youtube.com/c/CasumoOfficial
Telegram channel
No official Telegram channel publicly listed.
Discord server
No official Discord server publicly listed.
Are there video calls with consultants?
No information available on video call support.
Is there a ticket system (helpdesk)?
Casumo uses a helpdesk/ticket system accessible through their customer support channels.
Is there a mobile app with support chat?
Yes, the Casumo mobile app for iOS and Android includes support chat functionality.
Are push notifications supported?
Yes, the mobile app supports push notifications for customer communications.
Is SMS support available?
SMS support is not publicly listed as available.
Can I request a callback?
No public information about callback service availability.
Are there forums or communities related to this casino?
No official forums; players typically use external forums and review sites for community discussions.
Is there a mobile app for contacting support?
The Casumo mobile app includes integrated support chat for contacting support.
Are Zoom/Teams consultations possible?
No information supports video consultations via Zoom or Teams.
Is support available on weekends and holidays?
Yes, customer support is available 24/7 including weekends and holidays.
What are the support service operating hours?
Support operates 24 hours a day, 7 days a week.
Supported languages
Customer support is available primarily in English; other languages may be supported depending on region.
Service regions
Support is provided to players in Canada including Ontario and other regulated markets.
Can I contact support without registration?
Typically, contact with support requires an account, but some general queries may be handled without registration.
Can I send documents through chat?
Document upload through live chat is generally supported for verification purposes.
Privacy policy link
https://www.casumo.com/en-GB/privacy-policy/
Terms of service link
https://www.casumo.com/en-GB/terms-and-conditions/
What to do if I forgot my account password?
Use the "Forgot Password" feature on the login page to reset your password via email.
How to restore access to a blocked account?
Contact customer support through live chat or email to verify your identity and request account restoration.
Why is my account blocked?
Accounts may be blocked due to suspicious activity, policy violations, verification issues, or responsible gaming limits.
How to change profile information?
Profile information updates can be done through the account settings or by contacting support if needed.
What to do if I suspect my account has been hacked?
Immediately contact support, change your passwords, and enable two-factor authentication if available.
How to set up two-factor authentication?
If offered, 2FA setup instructions are typically found in account security settings or provided by support.
Why am I not receiving SMS confirmation codes?
This issue may be due to network problems, incorrect phone number, or carrier blocking; contacting support is advised.
How to delete my casino account?
Account deletion requests must be submitted to support, often after account verification and confirmation.
What to do if I can't log into my account?
Check credentials, reset password if needed, clear browser cache, or contact support for assistance.
How to check account login history?
Some online casinos provide login history in account settings; if not, request details from support.
Why is document verification required?
Verification is mandatory for KYC regulations to confirm identity, prevent fraud, and comply with licensing rules.
What documents are needed for verification?
Valid photo ID (passport, driver’s license), proof of address (utility bill, bank statement), and payment method proof.
How long does document verification take?
Verification usually takes from a few hours up to 48 hours depending on workload.
What to do if documents are rejected?
Review rejection reason, re-submit clearer and valid documents, or contact support for guidance.
How to upload documents for verification?
Upload documents via the account verification section or submit via support channels as instructed.
Why does my account require additional verification?
Additional checks may be triggered by large transactions, suspicious activity, or regulatory requirements.
Can I have multiple accounts?
Multiple accounts are generally prohibited by casino policy and can lead to account closure.
How to report suspicious activity?
Report suspicious activity immediately via live chat or email to the support and security team.
What to do if I lose access to my email?
Notify support, verify identity, and follow their procedure to update your email address.
How to change phone number in my account?
Update the phone number in account settings or contact support to assist with the change.
Why are my account functions limited?
Limitations may be due to verification pending, responsible gaming restrictions, or security concerns.
How to set deposit limits?
Deposit limits can be set through the responsible gaming section or by contacting support.
What is self-exclusion and how to activate it?
Self-exclusion is a player protection tool to block account access temporarily or permanently, activated via responsible gaming settings or support.
How to temporarily freeze my account?
Request an account freeze or time-out period through responsible gaming controls or support.
What to do if I suspect fraud?
Report immediately to support; suspend account access and follow their instructions to secure your account.
Why is my deposit not going through?
Possible reasons include incorrect payment details, insufficient funds, or payment provider issues.
How long does withdrawal processing take?
Withdrawals typically process within 24 to 72 hours.
What fees are charged for transactions?
Usually, Casumo does not charge fees, but payment providers may impose charges depending on method.
Why was my withdrawal request declined?
Common reasons include verification pending, suspicious activity, or exceeding withdrawal limits.
What deposit methods are available?
Visa, Mastercard, Interac, e-wallets, and other common payment methods.
What are the minimum and maximum deposit amounts?
Minimum deposit is C$10; maximums vary by method and region.
Maximum deposit amount
Varies; up to C$50,000 monthly payout limit noted.
How to cancel a withdrawal request?
If possible, contact support immediately to request cancellation before processing completes.
Why is my withdrawal taking so long to process?
Delays may be due to additional verification, bank processing times, or high processing volumes.
Can I withdraw to a different card?
Withdrawals typically must go to the original deposit method; consult support for exceptions.
What to do if money was debited but not credited?
Contact support with transaction details to investigate and resolve the issue.
How to check the status of a financial transaction?
Check transaction status in your account or contact support for updates.
Why are financial operations blocked?
Blocks may be due to pending verification, suspicious activity, or regulatory compliance.
What documents are needed for large withdrawals?
Identity, proof of address, and proof of source of funds.
Are there withdrawal limits?
Yes, monthly withdrawal limits apply, e.g., C$50,000 per month.
How do refunds work?
Refunds are processed back to the original payment method following operator review.
What to do with failed payments?
Contact support to troubleshoot and retry or switch payment methods.
Can I change the withdrawal method?
Usually withdrawals must match the deposit method; exceptions require support approval.
Why is proof of funds source required?
To comply with anti-money laundering laws and verify legitimate funds.
How to get a financial transaction statement?
Request a statement from support or download it from your account if available.
What to do if a payment is stuck?
Report to support with transaction details to expedite resolution.
What currencies does the casino accept?
CAD, USD, EUR, GBP, NOK, SEK, INR, and others.
Is there currency conversion?
Currency conversion is available depending on player's chosen currency and payment method rates.
How do cryptocurrency payments work?
Casumo does not widely support cryptocurrency payments; check support for updates.
What to do with payment system errors?
Contact support for troubleshooting and advise on alternative payment methods.
Can I return an erroneous deposit?
Contact support immediately to request return of erroneous deposits.
Why won't the game load?
Game loading issues may be due to browser compatibility, slow connection, or cache problems.
What to do when there's a game crash?
Refresh the game, clear cache, or contact support if the problem persists.
How to report a game error?
Report errors via live chat or email with game details and screenshots if possible.
Why did my winnings disappear after a crash?
Contact support promptly to investigate and restore lost winnings if validated.
Game sound not working - what to do?
Check device volume, browser permissions, and reload the game.
Game lagging or freezing - how to fix?
Close unnecessary apps, clear cache, switch browsers or devices, and check internet speed.
Why isn't my bet being counted?
Could be due to connection issues or game glitches; contact support for clarification.
How to check game round results?
Results are usually displayed at the end of each round or in the game's history section.
What to do if the game is not responding?
Refresh the page or app, clear cache, or contact support if unresolved.
Why are some games unavailable?
Game availability can depend on region licensing restrictions or temporary maintenance.
How to clear cache for better game performance?
Clear browser or app cache in settings or preferences.
Problems with game display on mobile device?
Update app/browser, restart device, or check compatibility and internet connection.
What to do if bonus didn't activate?
Contact support with bonus details for investigation and resolution.
How to check bonus wagering requirements?
Check the bonus terms and conditions or your account bonus section.
Why aren't bonus points being credited?
Points may be delayed or conditions not met; contact support for clarification.
How to participate in tournaments and promotions?
Register via the promotions section on website or app and meet eligibility criteria.
What to do if promo code doesn't work?
Ensure code validity and terms compliance; contact support for assistance.
Why is Live Casino unavailable?
Could be due to region restrictions or technical issues; contact support for more info.
Problems with video streaming in live games?
Check internet speed, device compatibility, or contact support for help.
How to report a technical glitch?
Use live chat or support email to report the glitch with detailed info.
What to do if the website won't load?
Clear cache, try different browser/device, or check internet connection.
Browser compatibility issues?
Use updated browsers; Chrome, Firefox, Safari recommended; clear cache if needed.
How to update Flash Player or other plugins?
Flash is mostly deprecated; keep browsers updated for best casino performance.
What to do with slow website loading?
Check internet speed, clear cache, avoid peak hours, or contact support.
How to get technical support for games?
Contact live chat or support email for game-specific technical assistance.