Svenbet Casino - Player’s withdrawal has been cancelled.

These scammers stole $609 from me!!! I received a message in the mail that I use VPN and for this they steal my entire cash balance from me!!!! But I have never even used a VPN!!!

Dear neymar007,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m very sorry to hear about your problem.

I have checked the general terms and conditions (here) and this is what I found:

"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")"

We will contact the casino and ask for supporting evidence, but, before we do so, could you please confirm that you have never used VPN (Virtual Private Network) to alter your location? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

The problem with using the VPN is that you might be involuntarily connected to another IP address which is related to a different casino account in the same gambling establishment, hence, it seems as you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela 

Я никогда не пользовался ВПН и не пользуюсь! Но это уже второе казино которое списывает полностью мой баланс. Другое казино меня обвиняло в связях с другими учетными записями людей о которых я даже никогда не слышал! Я пользуюсь мобильным интернетом провайдера Lifecell. Я заметил что IP адрес динамический и постоянно меняется. Но я в этом совсем не разбираюсь! Я просто пользуюсь мобильным интернетом и не использую для этого какие либо ВПН! За что казино воруют у меня деньги???

Thank you very much, neymar007, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello neymar007,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Svenbet Casino to join the conversation and participate in the resolution of this complaint.

Svenbet Casino, please forward any supporting evidence relating to the player's use of VPN to my email (adam.m@casino.guru).

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear neymar007,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid there is not much that can be done without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know if you need assistance with this or how they replied. My email address is: adam.m@casino.guru

I wish I could be of more help.

Best regards

Adam