Pronto Casino - Players winnings were voided.

You place 7000 in your gaming account plays at 400 SEK per print and win 42000 then there is still 919 left of the deposited 7000

Then pronto locks the payment of the winnings and suddenly wants to know where the customer has got 7000 from, he has finances to play for 7000 then the Customer can show salary specifics and proof that he has recently borrowed 10,000 and taken 7000 which he is deposited into his game account prove this

The casino in question did not deposit only when he wanted to withdraw the winnings that the casino has now retained and refuses to pay out

But paid out the remaining SEK 919 which was left of the 7000 invested SEK which he bet and won 42000 so pronto has taken the bet 6081 SEK + 42000 profit and closed the account

Now it has been found that the customer has also deposited 24,000 at an earlier time but lost everything then the casino did not react at all ...

Would like to add that the customer has admitted that he has a game addiction and has earlier this year closed down for 3 months Jan to March, yet the casino does not respond that he is wasting tens of thousands of kronor on the same day as their subsidiary

that ... the customer can lose 24,000 in less than a day deposit 6000 every o every two hours in the pronto game account ... Then no one wanted to investigate his deposits but now that he won 42000 the total stop pronto was kept deposited wagered money plus the profit 42000 now this must be reviewed and reported this is violation and theft

Then they refuse to disclose the chat history without blocking the customer to write in the chat Now this has been submitted to the Assignment Review Games inspection and the Police

Hello.

Thank you for contacting us with your problem. Firstly, I am very sorry that our reply took so long. I needed to ask our Swedish translator to help me to fully understand your problem. 

So, if I understand it correctly, your son Emil played in Pronto Casino with borrowed 7000 SEK. He played without bonus and wagered 400 SEK/spin. He won 42000 SEK with the remaining original balance of 919SEK + 42000SEK his winnings. When he tried to withdraw the money, Pronto casino closed his account and only returned him 919 SEK. As an excuse for that, they wrote to your son that he used borrowed money (based on that they asked him for salary confirmation).

It is a very unusual situation.

Could you please provide us with more information about the case? Are you sure your son didn’t use any kind of bonus? 

Are you sure that the money which he deposited comes from his account and not from a friend or some 3rd party?

We will also need the e-mail he used to register at the casino and his player ID/login. Please, send them to my e-mail account (matej@casino.guru).

In case that you would like to make legal steps against the casino, I would recommend you to contact https://www.spelinspektionen.se/

Regards, Matej

Dear Emil,

We are extending the timer by 14 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.