Casinostugan - El jugador aún no ha recibido las ganancias.

I am not allowed to cashout my winnings due to a old card used very rarely on their casino in the past. Moral of the story is: Old card, not in use, card is not active nor in my possession as i found other services/bank to issue card suiting my needs more.

Am i the only one who cut old cards to pieces / deletes from apps that isuse them if i switch to a new card? i dont think so.

So in my eyes they are holding my winnings hostage.

Dear itwillmove,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear itwillmove, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Did you provide any proof from the bank showing that the old card is no longer valid or was replaced?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Yes i have made winnings in the past, never had a issue cashing out via swish/bank transfers.

I never accept bonuses or freespins of any sort. As those often come with own terms. this is a proper Raw deposit no wager, or bonus attached.

No i cant provide any proof from the bank showing this because its a visa card from Binance if i recall right, and binance cancelled ALL visa cards for Swedish citizens. Why would I keep such card?

There's no reason to show a card not in use, I work in igaming too, so i understand kyc, but this is just overdoing it by heaps and heaps. I will share the communications i have, but its in Swedish, just so you are aware.

Regards

Dear itwillmove, have you tried contacting your bank to see if they can provide any documentation or statements verifying that the old card is no longer active or in your possession?

Alternatively, have you checked your email history for any correspondence or statements from the bank that could serve as proof?

There's no bank, and as i said, its not in my posession and its a card from a old binance account, binance shut down ALL visa cards for Swedish users and im not a member of binance anymore.

REGARDLESS - This card was not used to make any of my recent deposits on casinostugan so it really does not matter at all. I also sent you an email with chat transcripts with the casino support.

No, there's no email history for correspondance with a crypto exchange.

But i do know whats right and whats wrong, i am a legit player, i never tried to abuse anything on their platform and this is just them trying to not let a player cashout a "large" cashout.

Thank you very much, itwillmove, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you itwillmove for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casinostugan for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They will not reply. I just think its sad that they act so unprofessional about things, not accepting that a person might not keep an old card eventhough its not in use, i myself would cut a expired card or a card i no longer desire in half and throw in the bin. Thank god i play crypto casinos most of the time where this issue would never happen. They lost a decent player due to this and this makes me also question every SGA/MGA licensed casino as they overdo their KYC/Fraud. No wonder people goto crypto sites that would never act in such shady manner. More power to them, comeon group at its finest.. .🙁

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the ARN (General Complaints Board) (https://www.arn.se/) and submit a complaint to them. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter