Casinostugan - Spelaren är utelåst från sitt konto och kämpar för att få support.

Hello,

I have a problem with Casinostugan.

I have sent about 7 emails and tried to reach them by phone with barely any response. First of all, I can't get into my account. It says "registration and login is not available due to a temporary outage in the connection to spelpaus.se. The problem will be resolved as soon as possible". I have tried everything they have suggested. I have tried logging in on 2 different computers and 2 different mobile phones. Incognito mode etc. A friend of mine tried logging into his account and there were no problems.

The reason I want to get in is because I need to access my transaction history. Need to have proof that the money came from them.

When I send an email and ask for this, I first get a response asking me to send my social security number etc. and of course I do that. But after that email they stop responding completely. I have opened several cases about the same thing but the result is the same.

It is an urgent matter and it has now been 7 days without me getting my history. Even though it says in the Gambling Act Chapter 13 Section 3 that this is my right, the casino lodge doesn't seem to care.

Can you help?

Thank you

Time

Hej,

Jag har ett problem med Casinostugan.

Jag har skickat ca 7 mejl och försökt nå dem på telefon utan respons knappt. För det första så kommer jag inte in på mitt konto. Står "registrering och inloggning är inte tillgängligt med anledning av tillfällig driftstörning i uppkoppling mot spelpaus.se.problemet löses så snart som möjligt". Jag har testat allt dem har tipsat om. Har försökt logga in på 2 olika datorer och 2 olika mobiler. Ikognito läge m.m. En vän till mig testade logga in på sitt konto och det var inga problem.

Varför jag vill komma in är för att jag måste komma åt min transaktionshistorik. Behöver ha bevis att pengarna kommer ifrån dem.

När jag skickar mejl och behär ut detta så får jag först respons om att skicka personnummer m.m och det gör jag självklart. Men efter det mejlet slutar dem svara helt. Jag har öppnat flera ärenden om samma sak men resultatet blir samma.

Är ett brådskande ärende och nu har det gått 7 dagar utan att jag får ut min historik. Även fast det står i spellagen kapitel 13 paragraf 3 att detta är mina rättigheter så verkar casinostugan inte bry sig.

Kan ni hjälpa till ?

Mvh

Tim

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Goat91,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Casinostugan.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you requested the closure of your account?
• Is there any balance left in your player's account, please?
• Do I understand correctly that the casino does not communicate with you, please?

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,

Katarina

Hello,

Thanks for the answer.

I haven't closed the account.

I don't think there's any money left in the account. I've gotten my money out of them.

The problem is that I can't get my transaction history out the way I need.

Yes exactly. They or a bot respond to the first email but after I respond to that email with my details and that I want access to my history or that they send it to me, they stop responding.

Thank you

Time

Hej,

Tack för svaret.

Jag har inte stängt kontot.

Tror inte det finns några pengar kvar på kontot. Jag har fått ut mina pengar från dem.

Problemet är att jag inte får ut min transaktionshistorik som jag behöver.

Ja exakt. Dom eller en bot svarar på första mejlet men efter att jag har besvarat det mejlet med mina uppgifter och att jag vill ha tillgång till min historik eller att dom skickar den till mig så slutar dom svara.

Mvh

Tim

Dear Goat91,

thank you for your response and clarification.

We regret to inform you that we are unable to fulfill your request. We lack the authority to mandate the casino's disclosure of confidential internal information. We recommend that you directly request the desired information from the casino via email.

Thank you for your understanding.

This complaint will now be closed.

All the best,

Katarina