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I have a problem with them refusing to pay out my winnings of 1968 euros because they say that Swedish players can not play at their casino. I have played in 2019 and made many deposits since then. But when I claim my winnings, they just close my account. I have sent lots of emails to them with various questions but they refuse to answer. They paid out my sitting deposits as I did on 15/10 but they have not paid out all the other deposits I have made since 2019.

Jag har problem med att dom vägra betala ut min vinst på 1968 euro för dom säger att svenska spelare kan inte spela på deras casino. Jag har spelat 2019 och gjort många insättningar sen dess. Men när jag begär ut mina vinster då stänger dom bara ner mitt konto. Jag har skickat mängder med mejl till dom med olika frågor men dom vägra svara. Dom betalade ut mina sitta insättningar som jag gjorde den 15/10 men dom har inte betalat ut alla andra insättningar jag har gjort sen 2019.

I have not played on any other location guide I play on my mobile that is connected to the apartment's internet.

Jag har inte spelat på någon annan platsanvisning jag spelar på min mobil som är kopplat till lägenhetens internet.

Then you can wonder why they paid back the last deposits if it is not approved to play at their casino

Sen Kan man ju undra varför dom betalade tillbaka sista insättningar om det inte är godkändt att spela på deras casino

We tried to register my mother at their casino, it says Sweden when you have to fill in your country. She was approved to play she would just activate the email

Vi testade registrera min mamma på deras casino det står Sverige när man ska fylla i sitt land. Hon blev godkänd att spela hon skulle bara aktivera mejlet

You can not play all games, only some game providers work

Man kan inte spela på alla spel det är bara vissa spelleverantörer som fungerar

Thank you very much, Liselotte, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Liselotte.

I am sorry to hear about your troubles. Please do not create any other accounts, especially not from the same network (your wifi). The casino may later identify the same IP address and accuse you from having multiple accounts.

Because registration from Sweden is possible and Sweden is not restricted by casino T&C's we believe that winnings should be paid.

I would like to invite the casino representatives into the discussion. Please explain to us why Liselotte have these troubles. Why you claim to her that Sweden is restricted, but in the casino terms and conditions, Sweden is not restricted.

Thanks

Tack

If they respond to the complaint.

Svarar dom på klagomålet.

We would like to ask the CrownCas 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’.

Liselotte, if the casino will fail to respond to the complaint in the given time frame, we will help you to submit the complaint about this casino to their regulator.

Sounds really good. Thanks

Låter jättebra. Tack

They refuse to respond to all emails I have sent. Have you received any response from them?

Dom vägra att svara på alla mejl jag har skickat. Har ni fått något svar från dom?

Hello Liselotte.

I have a managed to contact the casino representative via Skype.

I am extending the timer for another 3 days hoping that we will manage to get more info about your case from the casino.

Hello Liselotte.

Based on information from casino representative, they paid you 3 of 4 deposits. The remaining one they didn't pay you because they change the payment provider (which is no legitimate reason not to pay)

Can you please confirm this information?

I have made many deposits, they only paid out what I put in the last day when I won. Ask for a bank statement on all my deposits.

Jag har gjort många insättningar dom betalade bara ut det jag satte in sista dagen när jag vann. Be att få ett kontoutdrag på alla mina insättningar.

I have made deposits with different cards since 2019. Do they refuse to pay out my winnings? Do they just want to pay my last deposits which is fraud

Jag har gjort insättningar med olika kort sen 2019. Vägrar dom betala ut mina vinster? Vill dom bara betala mina sista insättningar vilket bedrägeri

On 15/10 I made 3 deposits, the money was paid back. but all other deposits then?

Den 15/10 gjorde jag 3 st insättningar dom pengarna betalade dom tillbakas. men alla andra insättningar då?

We may report them to the supervisory authority

Vi får anmäla dom till tillsynsmyndighet

Can you check if the casino has been reported to the police? The Swedish Gaming Inspectorate has reported to the police 11 foreign gaming companies that operate 50 different gaming companies. Because when I chatted with the support at the casino and he asked if I played from Sweden, I said yes. then he shut down the chat then after that they never answered

Kan ni kolla om casinot har blivit polisanmält? svenska spelinspektion har polisanmält 11 utländska spelbolag som driver 50 olika spelsatjer. För när jag chattade med supporten på casinot och han frågade om jag spelade från sverige ja sa jag. då stängde han ner chatten sen efter det svarade dom aldrig

Yes, you can report them to the police and to the Swedish regulator as well. (https://www.spelinspektionen.se/)

Our opinion is that the casino should pay you the winnings and then close the account.

Refunding you only partially is strictly against our Fair Gambling Codex.

How do we proceed now that we have to report the casino to the supervisory authority? I will then contact the Swedish Gaming Inspectorate after when this complaint has been investigated.

Hur går vi vidare nu ska vi anmäla casinot till tillsynsmyndighet? Jag kommer sen att ta kontakt med svenska spelinspektion efter när det här klagomålet är utrett.

Firstly try to write to the Curacao licensing authority: certria@casinoslicences.com

Use this complaint as a reference but please describe to them everything again.

We will wait for their reaction. Meanwhile, you can write to the Swedish regulator as well.

I'm sending them an email

Jag skickar ett mejl till dom

I will close this complaint with the status: waiting for decission of regulator. 

Liselotte, when you receive the answer from the regulator please write me an email or reopen the complaint.

Because Liselotte didn't get any response from the regulator, we decided to reopen this case and reclassify the complaint status to "no reaction bad regulator" (unresolved)

I am sorry, Liselotte, that we can't help you.