Casinostugan - Player’s withdrawal request is denied and account closed.

I am having problems getting my money that is in the casino because the casino does not want to approve the payment to my bank account. I started playing at Casinostugan in 2022, everything was fine. I won a few times and never had any problems withdrawing. My account was fully verified, as I uploaded all the required documents during the game. Since I was active in the game, I always left a part of the balance in the game account to continue playing.

Then, at the beginning of 2023, I stopped playing for a few months, but a large part of my previous winnings was left in my gaming account, SEK 593,000. On August 8, 2023, I came back and requested a withdrawal, but have yet to receive it. After I requested a withdrawal, Casinostugan for some reason decided to request documents for verification, claiming that I had not uploaded them before. I uploaded everything that was requested and got the reply that everything was in order with the documents. When I asked if I could now receive my money, I was told that my request had not yet been reviewed.

I was patient and gave them time to solve their questions. However, I have not received any updates on my request. I wrote again to find out why the payment was delayed, but received no information at all. They even stopped responding to my later messages!

I couldn't withdraw my money, but could play with it, and apparently Casinostugan was delaying so that I could lose all that money and then I would have nothing to withdraw. But to their great disappointment, that didn't happen... I just won even more! Now there is SEK 950,000 in my account, and now I can't even log into my gaming account. They have completely restricted my access to my account! When I wrote again to find out why they blocked me, they sent me a message a few days later explaining:

"After carefully reviewing your case, we have decided that your account with us will be closed and will remain closed. I would like to kindly refer you to the following provisions found in our customer terms and conditions:B.5.1 cd

5. The gaming company's right to terminate a gaming account

1. In addition to what appears in these Customer Terms and Conditions, Spelbolaget has the right, without prior notice, to immediately terminate a gaming account and deregister the customer from Spelbolaget's customer register:

c. In case of suspicion that the gaming account is being used in violation of these Customer Terms, Bonus Terms, Betting Terms, game rules and other terms and conditions from the Gaming Company;

d. In case of suspicion that the game account is being used in violation of laws and regulations; 2. When Spelbolaget closes a gaming account, the customer must be informed in writing of both the decision and the reasons behind the decision, as long as it can be done without violating other mandatory legislation.9.

Regardless of what is said above, the Gaming Company shall, when a gaming account is terminated due to mismanagement, only pay out what remains of the deposits made by the customer excluding any winnings.

11. By outstanding balance is meant the sum of all deposits reduced by the wagered amount. Based on the conditions above, we can state that you have wagered all your deposits and a refund will therefore not be made."

I want to achieve justice and still hope to withdraw my money.

Dear annagatlucky,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casinostugan.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of casino bonuses?
• When was the last time there was a successful deposit to the casino, when was the last time there was a successful withdrawal from the casino?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello!

I registered with the casino in the summer of 2022, but my account was blocked on December 9, 2023.

I played on different slots: Mega Joker, Divine Fortune, Jackpot Raiders, Holmes and the stolen stones, Ozwins and many slots from the providers Red Tiger.

No, I didn't earn that balance using bonuses; I made deposits and won big during the time I had access to the casino account.

My last deposit was made in February 2023, and I tried to make a withdrawal from the account in August 2023, but the casino did not process the withdrawal.

Thank you very much, annagatlucky, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, annagatlucky,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casinostugan's representative to join this conversation and participate in the resolution of this complaint.

Dear Casinostugan team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the user's account been blocked and the winnings confiscated? What steps should the player take to unblock the account? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Dear annagatlucky,

Recently, I received an alternative contact from the casino representative.

Please, contact this email address - support.global@comeon.com - and provide me with an update. Feel free to put me in the CC. My email was mentioned above.

I will contact them directly too. In case of any news or updates, I will inform you.

Now I am extending the timer for the casino by another 7 days.

Thank you for your patience and understanding.

Dear annagatlucky,

Since I can see you contacted the email address above only yesterday, I am extending the timer once again for the casino, to keep track of the complaint processing time.

However, if no one contacts me or you back regarding the matter with any relevant information or details, I am afraid then I will be forced to close the complaint as unresolved.

Please let me know when you have any news or updates.

Thank you for your patience and understanding.

Hello, annagatlucky,

Thank you very much for your email.

Unfortunately, although I tried to contact the casino several times in different ways, and even gave them more time to comment on the matter, since we have not received any relevant details/information from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you follow the instructions on how to submit an official complaint directly to ARN (General Complaints Board) - available HERE, section Dispute Resolution.

In case of any questions or news from ARN, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru