Complaint #7 Casinostugan

Stalling verification for almost a week now

By jonas a.

9 years ago

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.

Disputed Casino Casinostugan

Reason Verification issues

Amount kr1600

Discussion

AskGamblers

• Support Team

9 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now. Thank you all for your cooperation.

elmo991

• Sweden

9 years ago

Problem solved thx for the help !!!

Casinostugan

• Representative

9 years ago

Hi There.

We are currently checking this issue and will update as soon as possible.

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

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

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...

Resolved

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!

This is amazing! here´s nearly the same complain again but this time for Casinostugan!! I deposited without any bonuses etc and playes a game and won so I could make a withdrawal. I then got an eamil that said that yhe withdrawal was declined due to no history of me playing in their system. They accused me för cheating with their system, servers etc and I couldnt believe my eyes and were chocked when I saw the mail!! Accusing me of "hacking" their system made me feel so bad and sorry! I checked it though and there were no history but I had not done anything to their servers etc. so its a false accusacion and a big mistake from them cause its their systenm that fails and not me that has created this issue. They had put back my money in the account (30€) so I told them I will now play for the money and then check the history. I played and checked and there were nothing. (The playerpoints had increased though!!) I begged them in several of mails to solve this but I got no answers at all! I want my winnings and it doesnt matter that it is only XXX cause this is a false accusement that I feel so bad about! This time I tokk screenshots of every move I made in the gaming progress! From appprox. 35€ to 0€ so I had the prrof that their system is broke! This is so sad that I, for the second time in just teo days, are accused for the same thing! Accusing me in person to manipulate my own gaminghistory on their servers! As you can see theres nothing in the histtory but you can see that the pointsmarker in the upper corner has gone from approx 200 to nearly 1400 points! Its criminal behaviour from their side!