Svenplay Casino - Player is dissatisfied with the withdrawal limits and delays in payment.

This casino is truly horrendous.

The terms and conditions do not indicate that the max withdrawal at any given time is 1000$ and that you can only withdraw another 1000 $ once they process your first withdrawal which they claim takes a few days. It's a genuinely abhorrent casino. I have 1000$ in pending and 2900$ sitting there that I cannot withdraw. I withdrew my 1000$ through e-transfer 24 hours ago and it's still in pending. And yes, I already received my verification.

I dont know what to do.

Dear gpac2024,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the casino's Terms and Conditions, and this is what I found:

62.8 If the User has requested a withdrawal in the amount of 1,000€ or more (or the equivalent in another currency at the interbank rate), Svenplay pays a commission on the transfer and subsequent operations of withdrawals in the given calendar month. Otherwise, the commission is paid to the bank by the User. Maximum withdrawalable amount over a 24-hour period is 1,000€ (or the equivalent in another currency at the interbank rate) subject to its payment provider's specific limits. For winnings over 10,000€, the payments will be done in equal monthly instalments.

Moreover, the same limit may be found in the Withdrawals section of the casino website:

Please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

It doesn't state in your T&C that you posted that I cannot process a second 1000$ withdrawal while the first is pending. I processed the first withdrawal 26 hours ago, why would I not be allowed to process the second. And yes, I am fully verified.

I apologize, but the processing times for withdrawals in the casino are beyond our control. If the maximum daily withdrawal limit is set at $1000, you will not be permitted to request more within a 24-hour period.

Could you please update me on the current status of your withdrawal requests? Have you received any of your winnings yet?

Hello,

I realize you do not control the processing times.....

The T&C needs to be more transparent, as it is currently misleading. They pay a maximum of $1000$. Contrary to the T&C, it is NOT a $1000 max payout per 24-hour period because the money sits pending for 72 hours. So, I received $1000 and could only withdraw another $1000, 72 hours later. I now have a few thousand dollars more to withdraw in these $1000$ increments every 72 hours. As long as they keep paying, I will have to live with this system of theirs until I get all my money.

I’ve been in communication with Sven-Play and while the payouts are every 3 or 4 days and while the 1000$ maximum withdrawal is not within a 24 hour period but rather per transaction (thus preventing any additional withdrawals), Sven-Play has paid me 3 payments so far and I trust they will continue to pay me my balance.

No assistance is required at this time and this case can be closed. Thank you.

Thank you for the information. We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.