Complaint #6 Casinostugan

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

By maaajkel

9 years ago

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...

Disputed Casino Casinostugan

Reason Refund declined

Discussion

AskGamblers

• Support Team

9 years ago

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.

Casinostugan

• Representative

9 years ago

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!

Casinostugan Complaint Stats

Resolved 5 / 8

Avg. Amount $296

Avg. Complaint Duration 4 days

Avg. Response Time 3 days

Casinostugan Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 3 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

Casinostugan Complaints

See all complaints for this casino

Unpaid withdrawal and account closure

I have been a casual player with Casinostugan for a long time, and I completed my identity verification when I created my account, using BankID as I live in Sweden.

Three months ago, I made a withdrawal request for 13,000 SEK, but it was refused. They asked me to submit additional documents, which I did. One of the documents requested was a bank statement from more than two years ago. Since I couldn’t access this statement directly through my bank account, I had to request it from my bank.

After submitting all the requested documents, I waited for three months, but my withdrawal was never processed. To make matters worse, my account was suddenly closed without any prior notification—I received no email or any form of communication from Casinostugan. I only discovered that my account was blocked when I tried to log in to contact customer service.

This situation has left me extremely frustrated and upset, and the lack of communication and resolution has had a serious impact on my mental well-being. The way this has been handled feels very unfair, and I am starting to believe that this platform may be engaging in dishonest practices.

Please assist me in resolving this issue.

Unresolved

kr13,000

Confiscated profit

Good afternoon,

On March 4th, 2023 I made a deposit of 1000 SEK at CasinoStugan and received a welcome bonus of 100% (wagering x20). I started to play and it took a while to wager the money.

Since I had profit left, I continued to wager and thought that maybe the luck was there before the money ran out, and suddenly a winning of 10,624 SEK appeared.

I kept wagering and finally, I was able to request a withdrawal.

I requested a withdrawal of 12,006 SEK on March 10, 2023.

The money never reached me so I contacted the casino's support and they got back to me asking why I was playing from Malta and asked me to send my documents for verification. I sent all the documents which got approved and explained that I was on vacation with my partner until the 14th of April 2023. My case was then forwarded and I waited patiently.

Yesterday, March 13th, I received the decision that the casino chose to permanently close my account and confiscate my funds because I have violated their terms and conditions.

I have understood that you cannot play from Malta, but as I am a Swedish citizen, and resident in Sweden permanently, I do not see why they decided to confiscate my full funds.

I asked if they could approve my withdrawal once I’m back from my vacation, but the decision was already taken and since I violated their terms, they could not do that. I will attach their terms and our conversation in this complaint.

I am always careful to read the terms and conditions, but I read through these again and again without success to find where this information is written. I have even asked for a quote or screenshot of the casino but I have received no response other than "you have violated our terms and conditions".

The casino refuses to retry this case and I have received no response as to where in their terms and conditions this is stated.

https://www.casinostugan.com/sv/terms-and-conditions

Are they allowed to take my funds since I’m on a vacation outside Sweden while I requested the withdrawal?

Thank you for the help with this case,

Saga

Resolved

Declining payment with absurd reason

Hello,

I registered at casinostugan and all went well during the registration process. I was able to add a german phone number + adress and there was nothing what refused me from system side. I deposited 30 Euro. I accepted the welcome bonus which terms I didn't breach. After wagering I had about 700 Euro on my Casino Account which I wanted to withdraw.

Somehow I got now email activation link that day. The other day I activated my account and wanted to withdraw the funds. I wasn't able to login anymore. I contacted the live chat which told me I wasn't allowed to register at casinostugan because I'm from germany but they will accept the withdrawal and it could take up to 15 Bank days until the money will reach my bank account (but my account will be closed forever).

Afterwards, I had to verify my identity by supplying Bank Card and ID which I did immediately. Several days later in which no money arrived, I contacted the live support again which told me this time that my withdrawal was declined by the financial department and he will send it again which could take up to 10 bank days. After several days later again I contacted the support via mail to ask about my withdrawal. This time they told me that my withdrawal will not be send because I am from germany and casinostugan does not serve germany with its services.

Now I think this is really unfair from them, promising me that my withdrawal will be processed manually (they said that my account will stay closed, which is okay for me) and then they don't pay anything. Furthermore I think it is against the law to let german players open up an account, let them deposit an then let them stay with nothing. I ask for support here. If you need evidence I can supply the e-mails / chat transcripts.

Thanks in advance

Resolved

€700

Stalling verification for almost a week now

Hi played on casinostugan and won 1600 sek next day when i tried to log in my acc was closed.went to live chat and they told me to send a pic with my face next to my id did that.then they asked me to sen a utillity bill so i sent one pic got an email saying that the qallity was too poor so i sent a new picture and got an reply from customerservice that he wold forward it to their security apartment and they will write back as soon as the acc was verifed.now 5 days later no answer from them and acc still closed.i wrote them and asked how its going 3 days ago but still no answer.

Resolved

kr1,600

Deposit not credited to my balance, no communication from customer service

I made a direct transfer of 100 kr and it was taken from my bank account. It also showed up on the site as follows: Pågående insättning Metod: Datum : 100,00 kr Direkt Banköverföring 2016-02-20 21:07 I waited for a while but it did not go to my account so I could play. I sent an email to customer service that Saturday evening but on Sunday I had no reply so I sent another mail which was not replied to either. On the monday, the live chat was open so I spoke to a girl named Tea who wanted some screenshots of my bank account which I supplied. She said that she had sent it on to their payments section and that I would be able to withdraw the money. I am still not able to do anything hours later and have sent another email to support but am not holding out any hope for a reply.

Resolved

kr100

Declined payment of winning due to no history again!