Operator File · Malta

Casumo

Licence status, GamStop coverage and any publicly documented issues for Casumo, with sources. A listing is a record, not an allegation of wrongdoing.

Who runs Casumo, and where it stands with the UKGC

Casumo is a Maltese operation through and through. The operating company, Casumo Services Limited, is registered in Malta and sits within Casumo Holding plc, a privately held group founded on the island in 2012, with its principal licence today issued by the Malta Gaming Authority. British players should note a significant change: Casumo held Gambling Commission licences from November 2014 but surrendered all of them on 3 November 2023 and withdrew from the British market. While it was UK-licensed it carried GamStop coverage and an approved dispute route, so those protections applied to play placed before the exit, and its UK regulatory history stays on the public register.

Two penalties in three years

Few brands illustrate repeat enforcement better. In 2018 the Gambling Commission imposed a £5.85 million penalty package on Casumo for anti-money laundering breaches and failures against the social responsibility code. A second licence review opened in October 2019, and in March 2021 the regulator announced a £6 million fine for further historic failings: one customer lost £1.1 million over three years without a responsible gambling interaction, another lost £89,000 inside five hours, and another £59,000 in 90 minutes. Being sanctioned twice within three years, for overlapping categories of failure, is precisely the pattern the Commission's escalating penalty framework exists to capture.

Player-reported issues

Complaint threads on casino.guru and AskGamblers describe a familiar cluster: withdrawals pending well beyond the 72 hours Casumo's own terms promise, verification stretching towards four weeks, and live chat repeating that a matter has been escalated with no timeframe attached. Several AskGamblers cases involving British players were logged as resolved, including one where verification and a withdrawal sat pending for 13 days. All of this is individual player testimony rather than adjudicated fact, and document checks themselves were a licence obligation; the legitimate grievance is usually about timing and communication, not the existence of a check.

Where that leaves a claim

The surrender of the British licence does not erase what happened while Casumo traded here. Losses incurred up to November 2023 arose under Gambling Commission rules, and both penalty packages are published, dated and quotable. A player building a case would set out their own deposit and loss history, show where mandatory interaction or source-of-funds duties appear to have been missed, and anchor the argument to the regulator's findings from 2018 and 2021. The usual sequence still applies: a formal written complaint to the operator first, escalation afterwards, with the enforcement record supplying the context throughout.

What the record shows

Regulator / court actionUK Gambling Commission· 2021-03-25

UKGC GBP 6m penalty + official warning + new licence condition (independent audit) for social-responsibility and AML failures (e.g. a customer lost GBP 1.1m over three years).

Source

Complaints about Casumo

Documented items about Casumo appear above with their sources; day-to-day Casumo complaints, typically stalled withdrawals, verification loops and bonus disputes, are recorded by independent complaints platforms rather than published by Malta Gaming Authority (MGA).

A complaint about Casumo should go to Casumo itself first, in writing through its published procedure, with every reply kept. If Casumo does not resolve it, escalation points at Malta Gaming Authority (MGA), and in practice the pressure comes from the evidence your own records support. The sequence is set out in how to escalate a casino complaint.

What the licence requires

Casumo is regulated by Malta Gaming Authority (MGA) under licence MGA/CRP/217/2012, and it holds no UK Gambling Commission licence, so GamStop and the UK dispute-resolution framework do not apply. Read more on the MGA complaints process for UK players.

If you are trying to recover money

Because Casumo is licensed in Malta and not by the UK Gambling Commission, no UK adjudicator can order a refund, so recovery runs as a claim built on Casumo's own complaints process and contractual terms, taken forward with a regulated legal partner where the evidence supports it. Preserve your account evidence first, then see how gambling-loss recovery works, the evidence you need to recover losses, and how to escalate a casino complaint.

Casumo sits outside the UK framework. For the wider picture, read getting money back from an offshore casino. If you self-excluded before Casumo took your deposits, read getting money back after gambling on GamStop. For the escalation order that applies to Casumo, licensed in Malta, use the free complaint route finder.

Sources

How we verified this: the Casumo file draws on Malta Gaming Authority (MGA) records, licence registers and attributed player reports, checked as our editorial standards describe.

FAQ

Common questions about Casumo

Can I get my money back from Casumo?

Possibly. Casumo is licensed in Malta, outside the UK system, so no UK adjudicator can order a refund. Recovery instead works through the operator's own complaints process, the evidence your payment history supports, and where appropriate a regulated legal partner. The right route depends on your evidence, and our initial assessment is free and confidential.

Casumo is operated by Keep Limited, licensed in Malta, under licence MGA/CRP/217/2012. It is recorded as licensed under Malta Gaming Authority (MGA). The brand has operated since 2012. It sits outside GamStop, so a GamStop self-exclusion does not block it.

Casumo does not list the UK as an accepted market. UKGC licences (Casumo Services Ltd, acct 39265) ALL SURRENDERED 3 Nov 2023; UK now sits under MGA only Whichever applies, the licence in force when you played is what shapes the routes open to you.

Our research records 1 regulator or court action for Casumo, each with its issuing body and a source you can check. A listing is a record, not proof of wrongdoing, and every case turns on its own evidence.

Preserve the evidence first: screenshot your balance, the stuck withdrawal, chat transcripts and emails, and save the terms as they read today. Then make one formal written complaint and escalate to the right authority or a regulated legal partner. Avoid closing the account or accepting a partial settlement before you have taken advice.

No. Nothing is sent to any operator without your written consent. The first an operator hears of your case is a formal complaint you have approved.

Is Casumo holding your money?

The sooner the evidence is preserved, the stronger the file. Our initial assessment is free and strictly confidential.

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