Svenplay Casino - Pelaajan voitot takavarikoidaan.

They offered me bonus by email, i depositted for couple of their bonused that were available for me. I was able to fulfill the wagering requirement but my balance was very low after the wager something like 100-200 euros so i decided to try my luck and continue playing with real money. I was lucky and won 2490euros from 5 lions with my real balance. So at this time i didnt even have any active bonus anymore but it was my own money i was playing with. After they verified my account they just sent me email that i have abused their bonus rules, when i havent done anything wrong. They dont even give any proofs or anything but they just try to steal the money i won with my own real money, again i repeat i didnt have ANY active bonus when i won that 2490 euros. I habe pictures of my winning, and of my balance.

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 I understand correctly that you opted for multiple bonuses; however, after winning from the first one, you canceled the remaining bonuses?
• Did the casino block your account, or is it still accessible to you?
• Did you play the same slot (5 Lions) with bonus and real money?
• Could you please share with me your communication with the casino regarding the allegations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

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Hi,

No I didnt have multiple bonused active at the same time. I depositted for the email bonus, and i lost my funds to zero, then i depositted for other bonus which was available in the bonus section for me, the wager was something like 7000euros, i wagered the whole wagering requirement, and after that i had only 100-200e balance left so i decided to continue playing AFTER the bonus was already wagered. Do.you understand now? I didnt have any bonus active anymore. Then i won rhe 2490 euros with the real money balance ( no bonus active anymore at this point). And then they asked some verifications from me, they acccepted my verification and then they sent me email that they dont pay. As you can see i didnt do anything wrong i won the money after wagering requirement was fulfilled and with my own money.

My account is not blocked but they money i won has been stolen from my balance.

I played 5 lions with bonus money and also with my own money, but i went to check first that ahh okay the wager has been fulfilled and all the money is in the real money balance because the wager was done already. I also habe pictures of the games that are restricted and 5 lions is not in that list. I didnt go above maximum bet also.

Attached, is their message where they decided to take my winnings.

Attached is my balance after the win, and second picture my balance when they rook my winnings from the balance and left only my deposit amount.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. However, I would like to warn you that it seems to be a common practice of Svenplay Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear Mikkolaitala,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Svenplay Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Svenplay Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

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 Mikkolaitala,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at this link. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator in this article.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo