The player from Sweden experienced a delay in a withdrawal request of 10,411 SEK made over five days prior. He also expressed concern with the lack of communication from the casino's customer service despite multiple attempts to gain clarity. The player followed the advice to wait 14 days but still received no update or confirmation from the casino. Despite providing all necessary verification documents and communication records, the casino failed to respond to multiple contact attempts by us. Therefore, the complaint was marked as 'unresolved' due to the casino's lack of cooperation.
Casinostugan - Player's withdrawal has been delayed.
Black points: 289
Amount: 10,411 kr
Casinostugan
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
5 months ago
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6 months ago
Translation
Delayed Withdrawal and Lack of Communication from Casinostugan
Hello Casino Guru,
I am writing to you with a concern regarding a delayed withdrawal from Casinostugan. I have requested a withdrawal of 10411 SEK from Casinostugan on April 27th. Despite it being over five days since I made this request, I have received no confirmation or update from Casinostugan.
I've attempted to communicate with Casinostugan's customer service, but they've been unable to give me clear information about why my withdrawal is delayed or when I can expect to receive it. Despite requesting an update, I have received no response that helps me understand the situation.
I understand that withdrawals can take some time, but the lack of communication and information from Casinostugan is worrying. As a player, I expect to be kept informed about my transactions and given explanations when delays occur.
I hope that you at Casino Guru can help me get clarity on this situation and assist me in contacting Casinostugan to resolve this issue. I am grateful for any help I can get to ensure that my withdrawal is correctly handled and that I receive my winnings without unnecessary delays.
Thank you for your attention and I look forward to hearing from you regarding this matter.
Automatic translation:
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6 months ago
Dear eli1,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
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6 months ago
Translation
Hi Kristina,
Thank you for your prompt response regarding my complaint.
I appreciate your explanation of the withdrawal process. Based on your advice, I will wait until 14 days have passed since I requested my withdrawal before taking further action.
If by that time I have not received any updates or confirmation from Casinostugan regarding my withdrawal, I will not hesitate to contact you again for assistance. Your willingness to support players in resolving such issues is appreciated, and I am grateful for your help.
Thank you again for your attention to this matter and for your prompt responses.
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6 months ago
Dear eli1,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
Translation
Hi Kristina,
I want to update you that it has now been 14 days since I requested my withdrawal from Casinostugan and despite my best efforts I have yet to receive any update or confirmation from them regarding my case.
I have followed your advice and have also tried to contact Casinostugan to clarify the situation. Unfortunately, I have not received a satisfactory response from their digital customer service. I have also gone through the verification process for my account by submitting ID verification and address verification the same day I contacted you at Casino Guru.
The latest conversation with Casinostugan's customer service confirms that my withdrawal is still in the queue for a standard check by the responsible team. However, I expected to have received some sort of update or at least confirmation that my request was received within this 14 day period.
I appreciate your support and I hope we can get this resolved soon.
Thanks again for all your help and commitment.
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6 months ago
Thank you for your reply, eli1. Have you made any successful withdrawals before? Did you accumulate your winnings with or without an active bonus?
Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
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6 months ago
Translation
Hi Kristina,
I have not made any withdrawals from this casino before. I have also not accumulated my winnings with any active bonus, but it was solely with my own money.
My current withdrawal is listed as a "pending withdrawal" in my casino account.
I will post a screenshot of my withdrawal history in this thread.
Thank you for your continued help.
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5 months ago
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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5 months ago
Translation
Hi Kristina,
I have now sent another email kristina.s@casino.guru with the previous communication with Casinostugan.
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5 months ago
Thank you very much, eli1, for your cooperation. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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5 months ago
Hello eli1,
My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.
I would like to invite Casinostugan’s representatives to join this discussion in order to resolve this issue.
Dear Casinostugan,
Could you please provide an update on the status of the player’s withdrawal request?
Best Regards,
Jakub
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5 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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5 months ago
Dear eli1,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.
Best regards,
Kubo
