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Casinostugan - Refusing to pay due to unjustified breach of terms, refusing to refund

RESOLVED
Complaint Info
Disputed casino Casinostugan
Reason Refund declined
Posted on April 7, 2017

I won 3000 sek and I deposit 500 sek from the start.

I won a bit over 3000 and decide to cashout, but they locked my account this morning when i tried to login, and said that I've had more then one account, which they didn't even tell me or couldn't even proof.

I knew that they were gonna stick to that story, and I just find out that askgambler might help me (didn't know it before) so i just told them that i understand and don't really care, and asked for a refund for me 500 sek deposit.

A guy named Vincent was the rudest person ever and didn't even talk clearly to me, he just said that he was sorry and it was decisions blablabla and that I won't get anything back, not even my own money that I deposit.

I feel really fooled and I am really angry and sad at the same time, but the most important thing for me right now is to atleast get my 500 sek back, i don't want to argue to much about the other 3000 sek cause they say they don't have to show anything, but all I want is to get back my 500 sek...

Posted on April 7, 2017

Hi,

Thank you for your message, although I am sorry to hear of your negative experience in this matter.

I have therefore taking the liberty to take a closer look at your account, along with the previous investigations that have taken place.

From here, I can indeed confirm that there was a breach in the following terms and conditions of our site (Please note that this has been auto translated to English, however you can find the original terms at the bottom of any page of our site):

2.2 Multiple accounts linked to the same unit / household / IP address is not allowed. In the event that it is aware of similar accounts, all assets of the player's account will be frozen. In addition, the customer's account will be closed as casino infront of their discretion.

2.3 A person who signs up to become a player at Casino cabin must always provide complete and accurate information to the Casino cottage. You hereby agree that if any information you have provided is incorrect or incomplete, then the Casino cottage not accept your registration. If you are already registered as a player at Casino cottage and provided false or incomplete information, the Casino cottage is both entitled and obliged to cancel your registration as a player and close your account. However, the contractual obligation that already exists between the player and the casino cottage materialize.

After looking over the conversation you had with our agent Vincent, I can see that this was explained to you in a polite and concise manner. He also informed you of how you would be able to take the matter further with us.

Based on these breaches, a final decision was made to permanently close your account and freeze it's standing balance, as is also outlined in the mentioned terms. To clarify; it was discovered that your account was IP sharing with several other accounts, as well as you having previously registered with us, using a Hotmail email address back in 2015.

I do very much understand your disappointment in this matter, however all customers are asked to accept our terms and conditions, as well as confirm their understanding of said terms and conditions, upon registration. One is also more than welcome to contact our customer support at any time, should any part not be clear.

Regardless, I do sincerely wish you all the best.
Team Casinostugan!

AskGamblers
Posted on April 7, 2017

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Casinostugan where it is clearly displayed that player has opened more than one account. Player by this act violated general casino term #2.2

"2.2 Multiple accounts linked to the same unit / household / IP address is not allowed. In the event that it is aware of similar accounts, all assets of the player's account will be frozen. In addition, the customer's account will be closed as casino infront of their discretion.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for Casinostugan.

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