The player from Sweden had successfully registered, received a bonus, and made a withdrawal from an online casino. After playing for some time and making a withdrawal, the winnings had returned to the account, only for the account to be subsequently blocked. The player had claimed that they had never had an account with the casino before and used the same bank ID for registration. The casino did not respond to the complaints team's multiple attempts at contact. Consequently, the complaint had been marked as 'unresolved', which might have negatively impacted the casino's rating. The player was advised to contact the National Board for Consumer Disputes and the Swedish Gaming Authority for further assistance.
Interwetten Casino SE - Player’s account has been blocked after withdrawal.
Black points: 38
Amount: 1,500 kr
Interwetten Casino SE
Safety Index:HighSafety Index
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8.4
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Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
9 months ago
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10 months ago
Translation
I registered on this site and received a 150 kr bonus. I played some games and then made a withdrawal of 1500. I also received an email stating that my documents were approved. I played a bit more and eventually noticed that the withdrawal was back in my gaming account. And my account was completely blocked.
Automatic translation:
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10 months ago
Hello Nilmik,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Interwetten Casino SE. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you ever deposit into the casino? When was the last time you spoke to the casino and what was it about? Did they specify why exactly was your account closed?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
I started the site yesterday. Also verified when I was going to withdraw when I sent in a screen at my bank. Never made a deposit. They have not responded to all my emails I sent last night.
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10 months ago
Hello Nilmik,
Please keep in mind that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request. As it's been only a week, I would recommend to one more week so the casino may process your verification and the payout.
Please let us know in case of any update.
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10 months ago
Translation
They have closed my account completely. I can't log in at all. They say I have an account since before, but I don't. I tried to reset my password when trying to play on the site but there was no account. So I made a new account. Verified me via bank id. Played with my bonus. Won.and would withdraw. Then my account was closed.
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9 months ago
Hello Nilmik,
Can you please advise if you have used the same bank ID to register as in the past or you do not recall of having an old account at all? Is there any difference at registration with Bank ID or Mobile bank ID? Did the casino require any other personal date other than the bank ID?
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9 months ago
Translation
I've had the same bank id for all these years.. and if I had already had an account, I wouldn't have been able to register from the beginning. I also sent documents from my bank to verify me. And it was approved.
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9 months ago
Thank you Nilmik for all the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Hello Nilmik,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Interwetten Casino SE to join the conversation and participate in the resolution of this complaint.
Dear Interwetten Casino SE,
Can you please provide some insight into the situation? Why has the player's account been blocked?
Kind regards,
Adam
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9 months ago
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.
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9 months ago
Dear Nilmik,
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, there are a couple of options available to you. Firstly, I recommend you contact the ARN– National Board for Consumer Disputes (www.arn.se) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. If that doesn't work out, the last option would be contacting the Swedish Gaming Authority itself (registrator@spelinspektionen.se). Please let me know if you need help with this, or how the ARN/authority responded (adam.m@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Adam
