Top 10 FAQS From Our Casumo Ambassadors

The importance of transparency

At Casumo we strongly believe in the importance of transparency towards our players. We don’t like complicated terms and conditions or small print. Instead, we like to be open and straightforward and help answer our players’ questions whenever and as fast as we can! Our dedicated Casumo Ambassadors Team receives questions and queries on a daily basis. We asked them to collect and share their Top 10 FAQs so that we can highlight those right here on the Casumo blog. This could either be a quick reminder to our existing players or for new players to understand how we roll at Casumo Casino. 

Read on for Casumo’s Top 10 FAQs!

Top 10 FAQs

Casumo Casino 

1. Q: Have I received a bonus? If not, how can I get one?

A: From time to time, you’ll find bonuses in the form of valuables through our ongoing campaigns and promotions, as well as our adventure.

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 up, your chances to win great valuables (such as free spins and extra cash) increase.


To see if anything is waiting for you today, head over to the ‘Valuables’ tab on your profile. Click on your username from the top left menu, or via ‘Profile’ from the bottom bar if you’re using our Casumo App.

We recommend signing up to our newsletter to make sure you don’t miss out on any upcoming offers!

2. Q: Do I need to verify my Casumo account? If so, how do I do that?

A: If we have requested documents from you, you’ll see a little red marker next to ‘Account verification’ on the left hand side of your screen. Click on the marker to upload all of the documents yourself using our self-service portal.

If you don’t see the marker then don’t worry – we don’t need anything right now! Our team will let you know in case this changes.

3. Q: How long does verification take?

A: The time frame for verification differs from player to player as each document and the complexities vary. While we can’t provide you with an exact time frame, we can assure you that our team will verify your documents as fast as humanly possible! For more info, please have a look at this blog post.

4. Q: Where can I see what is left to wager?

A: To see your current wagering status and what amount remains until it is completed, head over to the withdrawal page. Your remaining wagering amount is the amount that is left to wager before your bonus money turns into withdrawable money!

5. Q: Does Casumo have any Responsible Gaming tools available?

A: Casumo offers Play Okay, a collection of tools with which you can set personalised limits (time, loss, wager, deposit) to help you stay in control of your gambling. You can read all about it, right here.

6. Q: When will I receive my withdrawal?

A: Withdrawals could take up to 72 hours to get approved, but it’s normally done faster! Once it’s been processed by our team, it takes 1-5 working days for bank and card withdrawals to arrive in your account. 

TIP: With e-Wallets, you’ll receive withdrawals instantly after approval!

You can check the status of your withdrawal in the ‘History’ tab, which you can find right next to the ‘Withdrawal’ tab. If your withdrawal is ‘pending’ it means that it’s still being processed by our team and will be on its way shortly.

7. Q: What is Bonus Mode and what do I do with my space crystals?

A: ‘Bonus Mode’ means that you are travelling through space collecting space crystals. Space crystals can be exchanged for goodies and once you collect 7, you’ll get a nice surprise!

8. Q: Where do I find current promotions?

A: To find out what’s currently going on at Casumo, simply head over to the ‘Promotions’ tab where you can find all current offers for your market and the relevant T&Cs.

Casumo Sports

9. Q: Why is my free bet locked and how do I place my free bet?

A: To unlock your free bet valuable, you first need to place a real money bet. It’s important to keep your eyes on the terms and conditions of the valuable to make sure that you are meeting the qualifying bet requirements (i.e. minimum odds, stake amount).

Your free bet will become available in your account once your qualifying bet has settled. Then all you need to do is tick the ‘free bet’ box on your bet slip.

10. Q: How do I cash out?

A: The cash out function is an added feature that Casumo provides, though it is not guaranteed to be available. It depends on a variety of circumstances within the individual match or market. If the cash out option is available for you, you’ll see it next to your bet under ‘My Bets’. 

As always, for any other questions and queries, get in touch directly with our Casumo Ambassadors through Live Chat or email hey@casumo.com.

Online slots, jackpot games and more at Casumo Casino

At Casumo we have a selection of 2000+ casino games to choose from, including jackpots, table games, a live casino and many different video slots. We know that certain casino games might not be everyone’s cup of tea, but not to worry, Casumo are always introducing new games and features!


18+ | Please gamble responsibly | T&Cs apply | rgf.org.mt

18+ | Please gamble responsibly | T&Cs apply | rgf.org.mt

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