HomeComplaintsSvenplay Casino - Player experienced problems with a game.

Svenplay Casino - Player experienced problems with a game.

Amount: €25

Svenplay Casino
Safety Index:Low
Submitted: 09 Nov 2021 | Resolved : 23 Nov 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Germany was playing a game, but then a technical glitch occurred. The player confirmed he could continue playing, therefore we closed the complaint as resolved.

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2 years ago
Translation

Yesterday I deposited 25 euros with Sven Play so far so good then I wanted to start playing the first game it was called oops because what went wrong the next suddenly there was no more money and Gonzo said the game does not exist .. I tried it in the chat and also sent 2 screenshots where you saw the error. Heer said that it was not due to the casino but to my laptop. So in other casinos I can play the games that are not running without any problems, what should I do now?

Automatic translation:
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2 years ago

Dear Lolek100,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Would you be so kind and send me all the relevant communication between you and the casino together with any other supporting evidence (screenshots), so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I will be waiting for your reply patiently.

Best regards,

Kristina

Edited by a Casino Guru admin
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2 years ago
Translation

I sent you the screenshots

Automatic translation:
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2 years ago

Thank you for your email, Lolek100. Are you able to reach your game history? Would you be so kind and forward it to me as well? Thank you in advance.

Edited by a Casino Guru admin
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2 years ago
Translation

What course of the game? I can't play any slot

Automatic translation:
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2 years ago

The game history can usually be found in the player's account, or you can request it from the casino's support.

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2 years ago
Translation

It's done, I can now play after you have verified me 3 times .. Anyway, thanks for the effort

Automatic translation:
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2 years ago

Lolek100, thank you for the update. Do I understand correctly that the issue was resolved? Do I have your permission to close this complaint, or is there anything else I could help you with?

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2 years ago

Dear Lolek100,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

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2 years ago
Translation

Can you close thank you very much

Automatic translation:
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2 years ago

Thank you, Lolek100. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

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