Svenbet Casino - Player’s withdrawals cancelled without reason.

My issue started with Svenbet casino on 28/07/2023 after I finished the required wagering and I submitted a withdrawal request (227 euro) on 28/07/2023. Withdrawal was cancelled 31/072023. No reason.

I made second one 1/8/2023 (236 euro). Withdraw was cancelled 2/8/2023. No reason.

I made third one 2/8/2023. (239 euro).

My account was fully verified January 2023. I have made several deposits and withdraws complete.

On daily bases I was sending them emails regarding my withdrawal, since 31/07/2023 but unfortunately no answer, nothing. I have now been bad feeling I did not receive my funds for a long time without help. 

I don't have anything against Svenbet, but I want my payouts. 72 hours promised timeline with booker chatbox expired in total waiting time.

Dear 5801451,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when exactly you made the last successful withdrawal and how many days did it take to be processed? Which payment method to withdraw your winnings have you opted for? Did you use the same withdrawal method in the past?

Do I understand correctly that you accumulated your winnings with an active bonus?

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

Best regards,

Kristina

I am decited to made a complaint licenseholder. Do you have address.

I have send request close my account, they dont reply.

Casino has stop all communication long time ago.

After withdraw.

My earlier withdraws has have April and May. SKRILL.

All economic are using SKRILL. With bonuses.

Thank you very much for your reply, 5801451. Have you already contacted the licensing authority?

Could you please post here a screenshot of your withdrawal history? Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I have written an ADR complaint and the casino has responded to it.

I have replied to the casino's reply.

Only the casino knows if they have sent selfie requests.

I haven't received a single email.

Because their live chat is also closed and they have responded to my mother's email at the same time, with my test message.

I have attached it to ADR.

I also demand administrative punishment for them.

I don't condone trolling.

Hello, this complaint can be closed.

I am connected to Casino via ard.

Thanks for posting this and for your help.

Alright, since you are in touch with the regulator, which should be able to help you, I will (temporarily) close the complaint as unresolved.

Once you have the final decision from the regulator, please, let us know about the outcome. We will then be able to reconsider the complaint on our side.

It is possible to inform us by reopening this complaint or by sending the necessary information and documents to my email address (kristina.s@casino.guru).

I sincerely believe your issue will be carefully reviewed and resolved.

Thank you very much for your patience and understanding.

Best regards,

Kristina

Dear 5801451,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear 5801451,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.