Svenplay Casino

Public

Schnorbi87

Novice

Germany

Public

2 years ago

OriginalTranslation

Hi there,

after playing and fully wagering a bonus on February 28th, 2022, I cannot withdraw the €100 I have reached.

First it was pointed out that I have to send documents again, although I am fully verified as of July 2021.

This included, among other things, a driver's license, because the identity card was already available and does not count. (What the...?)

In the end, they asked for proof from the mobile phone provider.

Since I use a company mobile phone, I could not prove this at first. I then received and sent an invoice and the contract from the employer. Of course, I had hidden all the data relating to my employer - that's why the proof was rejected.

On March 10th, 2022 I sent several screenshots from my private mobile phone with a different number and asked them to change my number in the system.

Today the proof was also rejected.

However, it gets even better, today I was informed that my withdrawal request was canceled and €75.21 will be retained due to T&C 12.10 violations.

It's about VPN etc., but I've never used anything like that.

Now I can pay out €25, although a bank withdrawal is only possible from a minimum of €100. Furthermore, I am not fully verified, as all mobile phone proofs are arbitrarily rejected.

Obviously Svenplay is cheating on me and never intended to cash out.

I ask for help in this case.

Thanks.

Automatic translation:

Public

Kristina

Deputy Complaints Team Lead

Public

2 years ago

Dear Schnorbi87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. I would also like to emphasize that players should always use their own personal details as well as email addresses and phone numbers.

Do I understand correctly that providing the mobile phone contract seems to be the only obstacle standing between you and your winnings?

Moreover, I checked the term 12.10 in the T&Cs and I clearly see that there are other points than just the VPN one:

"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")

ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active

iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company."

Nonetheless, could you please confirm that you have never used a VPN while creating your account or while playing at this casino?

Additionally, if there is any other relevant communication between you and the casino (except for the attached documents), please forward it to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,