Casinostugan - Confiscated profit

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 också rätt att avsluta spelkontot om kunden vägrar tillförse Spelbolaget med begärda handlingar eller om kund vilseleder eller försvårar Spelbolagets rätt till dessa underlag.

Avsnitt B 1.3:
I samband med registrering och därefter under hela kundförhållandets giltighetstid, äger Spelbolaget rätt att kontrollera mot tredjeman att förutsättningarna för innehav av spelkontot är uppfyllda.

Avsnitt B 4.1:
Utöver vad som i övrigt framgår av dessa Kundvillkor har Spelbolaget rätt att utan föregående meddelande omedelbart spärra spelkonto eller spärra kund från spel:
f. Om det är påkallat för att Spelbolaget ska uppfylla sin omsorgsplikt eller andra skyldigheter utifrån lagar och regler, föreskrifter och rättsliga vägledningar.

Avsnitt B 5.1:
Utöver vad som framgår av dessa Kundvillkor har Spelbolaget rätt att utan föregående meddelande omedelbart avsluta ett spelkonto och avregistrera kund från Spelbolagets kundregister:
d. Vid misstanke om att spelkontot används 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!

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 Umeå, Sweden
-Personbevis

I’m in a shock.

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,

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.

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!

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.

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.