Svenbet Casino - Player's winnings have been partially confiscated.

Hello,

I won €900.08 (without any bonuses, etc.) at Svenbet. The casino refuses to pay me the full amount, saying I will only receive €300. This is the email I received:

"We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of €600.08 has been removed from your balance due to the breach of the following Terms & Conditions:

63.4 A player with 1 deposit only will be eligible to cash out a maximum of 15x the initial deposit amount. All further winnings will be removed from the account upon withdrawal request.

The remaining €300 remain available in your balance."

Is this allowed? I was not made aware of such a clause during the withdrawal process.

Dear tlipki,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue regarding the reduced payout of your winnings from Svenbet Casino.

To assist you further, I have a few questions:

• Could you confirm if this was your first deposit at the casino and the exact deposit amount?
• Have you had any successful withdrawals with Svenbet Casino in the past?

The casino has included the following rule in their Terms & Conditions, which applies to your case:

Svenbet Casino Terms & Conditions, which states:

63.4 A player with 1 deposit only will be eligible to cash out a maximum of 15x the initial deposit amount. All further winnings will be removed from the account upon withdrawal request.

Due to this term, we have already lowered the casino’s safety rating in our review:

Casino Guru’s Svenbet Casino Review.

Unfortunately, because this rule is part of their terms and conditions, there’s not much we can do to reverse the capped winnings. While the rule may not have been adequately communicated to you, the casino is operating within the framework of their stated policies.

If you have any relevant communication (e.g., emails, chat logs, or screenshots), please feel free to forward them to petronela.k@casino.guru.

We do understand that this is a frustrating situation, but the casino is within their rights to apply this rule. Unfortunately, we can’t change the outcome.

I hope we will be able to help you resolve any other concerns you may have. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Then unfortunately I can't do anything. I paid a one-time deposit of €20. That's brutal...

Dear tlipki,

Thank you for your reply and for providing the details about your deposit.

Given the terms of the casino, it’s unfortunate that we cannot reverse the outcome of this case. While the rules stated by Svenbet were applied in your situation, we recognize how it feels when unexpected restrictions like this affect your winnings. Unfortunately, as the casino is operating within the terms they set, there is limited recourse for us in this case.

We will close this complaint as unresolved and mark it as "Against Fair Gambling." This will be at least visible to other users. We want to make sure that other players are aware of the potential issues they might face when engaging with this casino, and we hope this will help others make more informed decisions.

If you have any further concerns in the future or if you need assistance with anything else, don’t hesitate to reach out. We’re always here to assist you and make sure your voice is heard.

Best regards,

Petronela

Casino.Guru