Svenplay Casino - general discussion (page 6)

No, Casino Guru is too weak. I have always contacted LCS Ltd directly because of my self-exclusion. written, and yet you are not blocked everywhere. Excuses upon excuses….

I'm talking about a payout not a self-ban

Hello.

I'm sorry to say that, but it has never been within our power to block a player's account. Only the casino's employees can do that. Furthermore, we have no authority over any licensing provider or local regulations.

You say we are weak, yet you keep submitting complaints. Is there perhaps something I can help you with?

I checked the casino safety index, which seems too low for my taste, and found this:

"Very high value of withheld winnings in player complaints in relation to the casino's size"

I guess I understand the necessity of asking. Even though I can't say for sure how many players have been paid so far, I do hope the complaint will help you eventually. For now, concentrate on passing the KYC, I'd say this is essential for now. Let me know as soon as you pass it, please. 🙏

Hello,

Unfortunately, not a single document about my proof of address will be accepted.

No idea what else I should do?

It basically means they are not going to pay you. I think the easiest way to at least have a chance is to make a complaint to MGA or MADRE. If you really have tried to send valid documents which are not accepted for some reason, mention this in the complaint. Do they tell you what is wrong with your documents?

Hello,

Yes, they accepted everything except confirmation of the address.

Unfortunately they don't accept a single document. I sent them my bank statement with my name and address!

I have now written to you that I am reporting it to the MGA.

Do you think the MGA can do something about it?

Kind regards and thank you

Hi, I see you still haven't managed to verify your account. Did you ask the casino what is the problem with your address if it is the only document that was not accepted ? Be sure to mention these facts in your complaint and answer Tomas' questions so he can move on. 

However, I also see that you have written that you will also file a complaint with the licensing authority. Have you already done so or are you just about to ?  

Hi, I don't think it's necessarily because the casino doesn't want to pay, although I understand that it's certainly not a pleasant situation to be in. 

However, you also found yourself in a situation where you had a problem with account verification if I remember correctly. We'll see where the complaint team gets us and hopefully everything can be resolved. 🤔

Hello,

yes, I sent you several documents.

But I always get the same answer.

I have already registered with the MGA.

I also wrote back to Tomas.

Do you think you get the same answer from the casino all the time ? As for the documents and the answer to Tomas, thank you because he will be able to move forward and we will be closer to a solution. 

Regarding the complaint to the MGA, could you let us know how it will develop there as well ? I think it will also be quite insightful for the players to see what you are going through.

Anyway, I strongly believe that everything will turn out well in the end. Fingers crossed. 🤞

Yes, they always write me back the same thing.

I have a general question.

What is the difference between a bank statement and a bank statement from the bank.

I sent them a bank statement with my address and name at the top.

But they want a bank statement?

I passed the case on to MGA.

Still waiting for an answer.

Hmm, it looks to me as if they are two of the same thing. Did you try to ask what the casino sees as the difference between the two and what you should send ? I think they'll know best what they need, because I'm confused if I have to admit it.

As far as the MGA is concerned, I will wait to see what they say and what you write.

I'll try to shed some light here:

I'd say there is just one bank statement, but the way you acquire it may affect its authenticity.

Additionally, some people (not saying it's this case) mistake transaction history for bank statements.

Bank statements usually serve as proof of address and account holding, while transaction history usually declares a deposit.

To be more concrete, how did you acquire your bank statement, please? Is this the official version that your bank sent you?

Yes, I printed out the bank statement from the machine at the bank.

I didn't take a screenshot or anything like that.

In Austria you can have the account statement printed directly at the bank.

I wrote to the casino what the difference should be between an account statement and a bank statement.

It seems to me that they don't want to verify it.

Unfortunately I no longer have a plan as to what else I can send

Ok, so good so far. Just a question: where did the "account statement" come from?

We were talking purely about bank statement, so what is this account statement? Is it associated with your bank account?

The way I see it, you seem a bit concerned that the casino insists on a bank statement when this account statement provides the same information, am I close?

I think, even from the casino's perspective, it is important to verify the specific information you can provide. Not to be stubborn about the source. Once the statement is original, it should be considered worthy, or you must be told what is wrong with it.