Svenbet Casino - Player’s winnings confiscated.

So, I opened my account in october 2025th and deposited a total of 751 eur via skrill, from october 23rd to november 7th as you can see from the screensot attached. My balance was around 1500 euros last week when I requested a withdrawall of 700 euros, which was rejected and they requested me to complete KYC procedure so I uploaded my ID and then they requeste more documents and I provided everything and all of my documents were approved and I was infomred that my accoun was fully verified and that I can now make a withdrawall. In the meantime, I think that they changed their license fom Curacao to Anjouan, and when I wanted to make a withdrawall, it was no longer possible to do it via Skrill, so I had to make a new deposit via Mifinity so that I could request a withdrawall which I did, I deposited 25 euros via Mifinity. Then I requested a 100 eur withdrawall to my Mifinity account and after 2 days I got an email form them informing me

that the amount of 1453.88€ has been removed from your balance due to the breach of the following Terms & Conditions: 12.10 and that my last 2 deposits of 81€ remain available. You can see the full email in the pdf attached. I have been trying to commuinacete with them ever since but they are just telling me that their decision is final. I did not breach any of their terms and conditions, I did not forge any documents, and as I explained them in my email I may have sometimes forgotten to turn off my vpn beofre logging in to my account,but I never used VPN to take any advantage of their betting platform or to avoid any legal restrictions. I use VPN to watch sport events, and I told them that they can chek my logging and see that I almost always logged in to my account without VPN. I really dont understand how can they just take my money that I have won fairly and plus all od the deposits I have made.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Veljko,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issue you are experiencing with the withdrawal and the removal of your account balance. I have reviewed the Casino’s General Terms & Conditions and found the following relevant clause:

SUSPENSION BY US

12.10 Website reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:

i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")

To help us investigate this matter further, could you please clarify the following:

• Could you please attach the screenshots or PDF files you mentioned earlier?
• When you state that your documents were "fully verified," do you have an email confirmation or a screenshot from the operator confirming full verification?
• You mentioned using a VPN occasionally. Can you please confirm the countries you connected from while accessing the account, and whether your registered account country matches the country of your payment accounts (Skrill and/or Mifinity)?
• Are your Skrill and Mifinity accounts registered in your own name and fully verified? If possible, please provide transaction receipts or screenshots showing deposits and any attempted withdrawals.
• Do you have any login history or IP history screenshots from the casino showing access with and without a VPN, to support your explanation regarding VPN usage?

Thank you in advance for your cooperation. I look forward to your reply so we can proceed with the investigation.

Best regards,

Petra

Dear VELJKOPEJOVIC,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Petra, I apologize for not answering sooner, I have everything you asked for, should I upload all of those screenshots here?

Thank you for your reply, VELJKOPEJOVIC.

Yes, of course — we would appreciate if you could provide all of the above-mentioned screenshots. You can send me all the documents to: petra.h@casino.guru or post them directly to the thread.

You could also provide any additional communication you had with the casino. This can include screenshots, emails, or chat records.

Thank you again for your cooperation.

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Petra, I have sent the documents to petra.h@casino.guru 

Best regards

Thank you for your reply and for providing the previous details, VELJKOPEJOVIC.

• Were any bonuses, free spins or promotional offers active on your account at the time the funds were removed?
• Could you please clarify whether there is any possibility you may use VPN while you were playing with/without the bonus?

Thank you again for your cooperation.

Dear VELJKOPEJOVIC,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Petra, I have sent you another email, could you please confirm that you have receieved it. Regarding your questions, I have never used any bonuses or free spins with my svenbet account. As for the use of VPN, I have propably on some ocasions, by accident, forgot to turn of my VPN while logging in to my SVENBET account, but even when using it it was set to a location same as my actual location (Serbia), just a different internet provider.

Dear VELJKOPEJOVIC,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina (martina.b@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Dear VELJKOPEJOVIC,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Svenbet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why player´s winnings have been confiscated?

Thank you in advance for providing the information.

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 VELJKOPEJOVIC,

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 Curaçao Gaming Control Board (https://www.gamingcontrolcuracao.org/regulation/online-gaming,

complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (martina.b@casino.guru). I am sorry I could not be of more help on this occasion.