Svenplay Casino - Player’s winnings have been confiscated.

I am reaching out to Casino Guru because you are widely recognized as one of the most reputable and effective platforms for resolving disputes between players and online casinos.

Summary of dispute: The casino confiscated €500.72 from my balance after I cancelled a bonus that I was required to cancel in order to request a withdrawal. I believe the confiscation is unjustified because my winnings were generated using real money, not bonus funds, and the bonus cancellation was not voluntary.

Timeline and facts

Dec 16: I deposited €200 and received a €100 sports bonus with a x10 wagering requirement.

I placed several sports bets. According to the casino’s rules, real money is used first when playing with an active bonus.

After betting, my bankroll reached approximately €400 total, composed of €300 real money + €100 bonus. No bonus winnings were generated (my winnings came from real money stakes).

I requested a withdrawal of €300. The casino system required me to cancel my active bonus before allowing the withdrawal to proceed. I cancelled the bonus only because withdrawal was otherwise impossible.

The €300 real money remained/was returned to my account balance.

My withdrawal was then cancelled twice: first due to payment method issues, then for KYC verification. I complied with all requests, and my identity and payment method were fully verified.

After completing KYC, I continued playing with real money and increased my balance to approximately €700.

I submitted a new withdrawal request for €700.

The casino then cancelled this withdrawal, removed €500.72 from my balance citing clause 58.3.11 (forfeiture upon bonus cancellation), and returned only my last deposit of €200.

My position

My winnings were generated with real money, not bonus funds.

Bonus cancellation was forced by the casino’s withdrawal flow, not a voluntary choice, and should not justify confiscating real-money winnings.

The casino did not address these points and only replied that "the decision is final."

Requested resolution

I request the restoration of the €500.72 removed from my balance.

Evidence available

Best regards

[Redacted]

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Svenplay Casino. Please allow me to ask you a few questions so I can better understand the situation.

Do you currently have access to your account? If so, could you please attach a screenshot of your bonus history that displays the cancellation of the bonus.?

Was the bonus already canceled at the time you won the €700?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.