Snabbare Casino - Player's withdrawal has been delayed for six months.

I used my sport bonus on the website and ended up winning money. I tried to withdraw it right after and everything seemed fine, then the withdrawal was stuck in "processing" and has been like that since.

Hello ervinolah4,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Snabbare Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The account was verified since the day it was created (14th of april 2024).

partially with real money since I had to deposit to get my bonus (2x money). The deposit was 500 sek and I received 500 extra which made my balance 1000 sek.

last time I attempted to get in contact with them was 1st of October but received no response

Hello Ervinolah4,

Could you please clarify how long your withdrawal has been pending?

As a reminder, we recommend allowing up to 14 days for all withdrawals to be processed. If it has been less than 14 days, we kindly ask for your patience. However, if the waiting period has exceeded 14 days, please let us know, and we will be happy to assist further.

Best regards,

Nick

It has been almost 7 months

Thank you Ervinolah4 for the clarification. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Please keep in mind that if the delay in anyhow related to your sports betting activity, we will be forced to close the complaint as we deal only with casino related matters.

Wish you best luck resolving it.

Regards,

Nick

Hi ervinolah4,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino and we'll see what can be done when they reply.

Dear Snabbare Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Please specify why the withdrawal request has been pending for 7 months. When can ervinolah4 expect it to be processed from your side?

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email, natalia.b@casino.guru

Kind regards,

Natalia

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 ervinolah4, I have tried to contact the casino 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 one of the alternative dispute resolution services: Allmänna Reklamationsnämnden (https://www.arn.se/) or EU's online platform (https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=SV) and submit a complaint to them. Players are usually redirected to the General Complaints Board by the Swedish Gaming Regulator (Spelinspektionen) since the regulator doesn't resolve issues between players and operators. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia