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Casinostugan - Confiscated profit


Complaint Info

Disputed casino



Sagabergquist Sweden
Posted on March 16, 2023

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.


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,


Posted on March 16, 2023

Dear Saga,

We hope you are doing well and thank you for raising this and presenting the story from your point of view.

Unfortunately, it seems that our internal investigation has come to a conclusion that contradicts some of your statements made here and in the past regarding your regular residency.

We have attached our evidence for the AskGamblers team to review. The evidence includes some documents that you have submitted yourself, the IP addresses from which you have accessed our site, as well as further information regarding your residency and employment that contradicts your statements.

Due to the assumed facts based on this evidence, it seems that you have tried to mislead us, as well as the AskGamblers Team, and have, therefore, breached the following T&Cs:

Avsnitt C 1.16:
Spelbolaget har ocksÄ rÀtt att avsluta spelkontot om kunden vÀgrar tillförse Spelbolaget med begÀrda handlingar eller om kund vilseleder eller försvÄrar Spelbolagets rÀtt till dessa underlag.

Avsnitt B 1.3:
I samband med registrering och därefter under hela kundförhållandets giltighetstid, Ă€ger Spelbolaget rĂ€tt att kontrollera mot tredjeman att förutsĂ€ttningarna för innehav av spelkontot Ă€r uppfyllda.

Avsnitt B 4.1:
Utöver vad som i övrigt framgÄr av dessa Kundvillkor har Spelbolaget rÀtt att utan föregÄende meddelande omedelbart spÀrra spelkonto eller spÀrra kund frÄn spel:
f. Om det Àr pÄkallat för att Spelbolaget ska uppfylla sin omsorgsplikt eller andra skyldigheter utifrÄn lagar och regler, föreskrifter och rÀttsliga vÀgledningar.

Avsnitt B 5.1:
Utöver vad som framgÄr av dessa Kundvillkor har Spelbolaget rÀtt att utan föregÄende meddelande omedelbart avsluta ett spelkonto och avregistrera kund frÄn Spelbolagets kundregister:
d. Vid misstanke om att spelkontot anvÀnds i strid mot lagar och regler.

Due to your illegitimate activity on our site we do reserve the right to confiscate your current balance. However, we will refund the deposits you have made back to the source they came from.

Should you not be satisfied with this resolution, we recommend you contact ARN as the next highest point of escalation in this matter.

We wish you all the best.
Team Casinostugan!

Sagabergquist Sweden
Posted on March 16, 2023

Hello CasinoStugan,

I worked at evolution gaming between 2019-2020. Since I still have friends here, I will visit this country occasionally. I also have my boyfriend over here.

Where in the terms and conditions does it say that you can confiscate my funds due to a temporary trip abroad?

Even as the Gaming Inspectorate wrote:
"There is no restriction in Swedish legislation to prevent a player, who is registered in accordance with the Gambling Act, from playing if he or she is elsewhere."

"A licensee shall keep all important information about the game, including the game's winning opportunities and rules, so that players and authorities can easily access them. This information shall be in Swedish. The rules of the game shall clearly state which rules apply (Chapter 14. 4 § of the Gambling Act (2018:1138))"

Can you really cancel my winnings due to this?

What I asked you earlier but did not get an answer to was whether I can get my full winnings paid out when I am back in Sweden if it suits you better?

Also note that according to the terms, only public documents such as proof of address are accepted, not a screenshot from Facebook.

Since you think that Facebook is a legitimate source from your side, I’ll provide you with a nice screenshot of my Facebook profile.

Please see my documents.

-Work certificate
-Salary from another company
-Resign from evolution gaming
-A photo of UmeÄ, Sweden

I’m in a shock.

Sagabergquist Sweden
Posted on March 16, 2023

Just to add due to my previous message,

Of course the IP will show Malta as I am currently in Malta, as informed.

I use Revolut when I am here, otherwise I use Nordea.
Nordea does not support the euro as a currency.

You have my bank details from my Nordea account uploaded on my casino account.

Since it seems relevant to you I wanna inform you that the address is editable on Revolut. The address is an old one from when I lived here.

You can edit the address by:
Account - personal details - residential address - edit.

Therefore, Revolut is not a legitimate source either for the address.

I have sent you legitimate documents.
But it seems like you are not taking this case serious and I’m really sad over this.

I really don’t see it professional of you using my Facebook, an old Instagram profile from my model portfolio and an edited Revolut account that I haven’t updated as a source and trying to find evidence that I live in Malta, when I don’t.

I perceive that you are gaslighting this case and evading your own terms to avoid paying my winnings.

Where in your terms and conditions does it say that you can remove a player's funds because they are on vacation, now after all my proofs?

I feel very scammed, disrespected and misunderstood.

Thank you,

Posted on March 16, 2023

Dear Casinostugan,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information that could support your accusations towards the player. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that, in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thank you in advance.

Posted on March 20, 2023

Dear AskGamblers Team,

Thanks for the mediation in this case.
We have instructed the relevant team to reach out to you as described above.

Thank you
Team Casinostugan!

Posted on March 22, 2023

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Casinostugan team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Posted on March 24, 2023

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Casinostugan management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Casinostugan Complaints

  • 5 of 7 resolved
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