The player from Germany has been accused of using a VPN. The casino confiscated player's winnings and closed his account. We closed the complaint as 'unresolved' because the casino failed to respond.
Svenbet Casino - Player’s account has been blocked.
Black points: 831
Amount: €2,468
Svenbet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
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3 years ago
Translation
Hello, I deposited two times 50 euros in this casino and then played with it for a while.
When I was about to request my first withdrawal, I received a message that the verification process had to be carried out first. It took over a month for my account to be fully verified and I even had to have my documents certified by the notary.
When I requested a withdrawal again, I got the email that my account and my winnings had been blocked because I was using a VPN. That's just not true. I didn't use any VPN !!
I ask for help!
Automatic translation:
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3 years ago
Dear Agon,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that using a VPN is strictly forbidden in most casinos. I checked the casino’s T&Cs (https://svenbet.com/tcs-1) and I found this:
„12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:
i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")"
Would you be so kind and confirm, you have never used a VPN to alter your location, not even when opening the account, or during playing?
Could you, please forward any relevant communication between you and the casino to my email address kristina.s@casino.guru?
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Dear Kristina,
Thanks for the answer. I can confirm that I have never used a VPN before.
Warm greetings
Automatic translation:
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3 years ago
Thank you very much Agon for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Dear Agon,
From now on, I’ll be in charge of your complaint. I’ll contact the casino and see if I can help.
I would like to invite Svenbet Casino to join this conversation.
Dear Svenbet Casino,
Can you please clarify the situation? You can forward any relevant evidence to andrej.p@casino.guru.
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2 years ago
We would like to ask Svenbet 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’.
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2 years ago
Dear Agon,
Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.
I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.
Anyhow, there’s still the option to submit an official complaint to the casino’s Licensing Authority – Curacao Antillephone.
Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.
The casino can reopen this complaint anytime.
