Casinostugan - El reintegro del jugador se ha retrasado.

I created an account with Casinostugan a long time ago to casually play, mostly for sports betting with some of my favorite clubs. I’ve been playing without any issues, and deposits are lightning fast. However, recently, when I tried to withdraw money, the casino asked me to submit a bank statement. Keep in mind that my identity was verified a long time ago using Swedish BankID, which is why I was allowed to play with my account.

Of course, I submitted all the required documents. But it’s been incredibly frustrating because every time they ask for a single document, it takes a long time for them to process it, and then they come back asking for another document. This endless loop has been going on for over a month now (since January 26th). To make matters worse, they requested a bank statement from two years ago, which I couldn’t download from my online banking and had to request directly from the bank. Once I received it, I sent it to them, only for them to come back and claim that the document doesn’t show an account number. It’s ridiculous because the account number is clearly visible in the top left corner of the document, matching the one from a previous document I sent, which they had already approved. Now, they’re no longer asking for more documents, but they’re also not providing any updates, leaving me stuck waiting indefinitely.

Dear Peter1255,

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.

I understand that the casino might be experiencing high traffic with numerous requests, which is why I've been patient and waited for 1.5 months. What frustrates me, however, is that they verified my identity a long time ago, which is why I've been able to deposit money and play since 2020. Yet, when I requested a withdrawal, they suddenly asked me to verify my bank statement. What's more frustrating is that they asked for one document, I waited for them to process it, and then they requested another. Now, they haven’t asked for any more documents, which implies they have processed everything I've submitted, but my withdrawal is still pending. I've been waiting for over a month since requesting the withdrawal, and it's becoming increasingly difficult to remain patient.

Dear Peter1255,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Nothing has happened yet. They haven't processed my case at all. I've been waiting for two months now and have submitted all the required documents (bank statement). When I reach out, they remain silent. It's really frustrating.

Thank you Peter1255 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Peter1255,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Casinostugan representative to join this conversation.

Dear Casinostugan,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

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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.

Dear Peter1255,

I am trying to get in touch with the casino representatives outside of this thread. I will inform you, if there are any updates.

Thank you for your patience.

Thanks for your help. It's been over three months now, and I still don't understand why they're treating me this way. I've emailed them multiple times, but they remain silent. I even contacted their customer service, and they told me to wait. How can a service provider ask a user to wait for three months over such a small amount of money? It's incredibly frustrating.

I'm just a regular player, and the total amount I've withdrawn is only 13,000 kr. I've provided them with everything they've asked for, but they continue to ignore me. It's becoming clear to me that they're trying to steal my money. Could you please let me know how I can take legal action against them?

Now the situation has deteriorated even further. My account was suddenly locked without any prior warning, no email, no message, no explanation. I only discovered the issue when I couldn’t log in and had to reach out to customer support. I don’t understand why I’m being treated like this. I’m just a casual player, not placing large bets or doing anything suspicious. My withdrawal request was only 13,000 SEK. At this point, the company feels like a scam. I’ve done nothing wrong—except, perhaps, trusting them enough to deposit money in the first place.

Dear Peter1255,

Unfortunately, although I tried to contact the casino several times in different ways, and even gave them more time to comment on the matter, since we have not received any relevant details/information from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you follow the instructions on how to submit an official complaint directly to ARN (General Complaints Board) - available HERE, section Dispute Resolution.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Mirka

Casino.Guru