Svenbet Casino - Player's self-exclusion wasn't honored as expected.

Hej!

har haft stora problem med den här licensen operatören, som säger att man blir blockerad på samtliga casinos under samma license C.W marketing.

min dispyt är på svenbet där jag vill ha tillbaka alla mina insättningar från och med maj månad, då jag tidigare spelade på evobet och bad casinot att blockera mig på samtliga casinos under samma license.

vilket dom bekräftar att dom gör.

trots det här så har jag nu lyckats sätta in pengar på ett till casino med samma license "campeonbet 570 euro" därav så vill jag ha tillbaka dessa också.

jag har mailunderlag där dom bekräftar uteslutningen också.

jag har spelproblem och försöker skydda mig själv. Tycker det är tråkigt att vissa utnyttjar människor med riktiga problem.

förtydligande:

vill ha tillbaka samtliga insättningar

från

SVENBET

CAMPEONBET: kontot öppnades 30/7-22

Vet inte exakt belopp då casinot undviker att svara på mina frågor.

Hello Denzoor,

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

Do I understand it correctly that you have self excluded yourself in Svenbet Casino in April? When exactly did you deposit into Campeonbet? Is your Campeon bet account still active? Did you also contact the casino with this case and if yes, what did they respond?

Looking forward to your answer.

Regards,

Nick

Det var i maj som jag blockerade mig hos svenbet. Och i februari från evobet

campeonbet deposits was made 30th of july 2022.

in regards i got this respons from campeonbet.

But it does not change the response they give about blocking me from ALL c.w marketing casinos, i’ve utses the same e-mail adress and same personaldetails.

Öppnade mitt konto på campeonbet 30 juli -22

Dear Denzoor,

As one of the screenshot confirms that you should be excluded in all the casinos under the same license for 3 months, your case will be now handled by my colleague Andrej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks.

I am also still reciving offers via marketing from campeonbet even after this.

they have confirmed that their decision is final.

Dear Denzoor,

From now on, I’ll be taking care of your complaint. I'll contact the casino and try my best to resolve the issue. In the meantime, could you please specify the date when you received an e-mail confirming that your self-exclusion request was applied to your account at Evobet Casino? My e-mail address is andrej.p@casino.guru.

I would like to invite the representatives of Svenbet Casino to join this conversation.

Se bilden ovanför, där du kan se självuteslutningen på evobet. Det är campeonbet som säger att enligt deras T&C så har jag ingen rätt till att få tillbaka mina pengar

this was never stated in the email i recived from svenbet.

its like their twisting everything.

Thank you, Denzoor, for the screenshots.

According to the e-mail you received from Evobet Casino on July 30, 2022, you’ve been self-excluded since February 7, 2022, however, we’re missing the e-mail you received from Evobet Casino confirming your self-exclusion request. Did the casino inform you that the self-exclusion would also be applied to your accounts across all other casinos operated by the same company?

I’m referring to the part of the e-mail you received from Svenbet Casino on May 6, 2022, confirming your self-exclusion request and indicating just that – "Please note that Svenbet is operated by CW Marketing B.V. , a company registered in Curacao so we also suspended for 3months all the casino operated under the same Licanse ."

Looking forward to hearing from you.

I dont have the email i sent to evobet 😕 i think i have deleted it.

Honestly i would be happy with my deposits made on campeon bet 570e.

Thank you, Denzoor, for the replies. I understand. We will see what can be done. As for now, we are still waiting for the casino team to respond.

just want to let you know that it might get solved.

Dear Denzoor,

We are saddened by your troubles and we hope that this instance has not negatively affected you.

Kindly note that while the casinos you have mentioned are indeed members of the same organization, they are seperate brands.

Furthermore, since your refund request concerns another casino, we at Svenbet cannot assist you.

Best regards,

Svenbet Support Team

I have the same thing on svenbet with evobet also. And are you not all working on C.W marketing?

campeonbet is probably not going to refund me.

just got this from campeonbet after going through the verification process for 3 days.

i mean, just wow.

Thank you, Svenbet Casino team, Denzoor, for the replies.

Dear casino team,

Can you please explain why, upon requesting self-exclusion (account closure) at Svenbet Casino in May 2022, was Denzoor informed that he would also be suspended from all other casinos operated under the same license, despite that according to the statement Denzoor received from Campeonbet Casino team, this was not possible? I’m referring to the highlighted paragraph in the screenshot below.

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’.

Dear Denzoor,

Unfortunately, we haven’t received any further response from the casino team. Notwithstanding, after discussing the case and considering all relevant facts, we’re closing this case in favor of the casino.

Please note that Curacao Antillephone - the authority the casino is licensed and regulated by does not require its licensees to apply self-exclusion to user accounts or to prevent users from creating new accounts at other online casinos that are operated by the same company or hold the same license. The Terms and Conditions of the casinos operated by CW Marketing B.V. do not in any way imply that players who request self-exclusion should be prevented from creating new accounts at other online casinos operating under the same license.

"Please note that Svenbet is operated by CW Marketing B.V., a company registered in Curacao so we also suspended for 3 months all the casinos operated under the same

Licanse ."

The paragraph (above) from the e-mail you received from Svenbet Casino as a confirmation of your self-exclusion request is unclear, to say the least, however, it only implies that the suspension would apply to your existing accounts at casinos operated by the same company.

With that being said, there simply aren’t sufficient grounds to penalize the casino.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

In case you are not satisfied with our decision, I recommend submitting an official complaint to the casino’s Licensing Authority (Curacao Antillephone), although I believe their ruling would not differ from ours. Please let me know if you decide to do so and/or if our assistance is needed.

Ok tack.

Thank you, Denzoor, for your understanding and for using the Casino Guru resolution center.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

As explained earlier, we will now close this complaint as ‘Rejected’.