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Casinostugan - Declining payment with absurd reason

RESOLVED
Complaint Info
Disputed casino Casinostugan
Reason Declined payment
Amount € 700
Posted on March 26, 2019

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

Posted on March 26, 2019

I received the payment at the end of last week. Thank you anyways for publishing the complaint.

AskGamblers
Posted on March 26, 2019

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.

Casinostugan Complaints

  • 4 of 6 resolved
  • 3 days avg response
  • 2 days avg complaint life
  • 171 USD avg amount

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