Svenplay Casino - Player is struggling to verify.

Guten morgen

seit sieben Tagen warte ich auf die Verifizierung damit ich die Gelder abheben kann.

Ich erhalte keine Neuigkeiten. In der Regeln dauert die Verifizierung bei dem Casino 3 Tage.

bitte helfen sie mir an die Gelder zu gelangen. Danke

Dear Basel999,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Tomas

Guten tag

am 27.12 habe ich folgende Dokumente bereit gestellt:

• Iban Bestätigung mit Konto Auszug PDF
• Telefonrechnung PDF
• ID beide seiten

jetzt wollen sie von meinem paysafe Konto noch die Transaktion sehen aber ich habe das Geld ohne einem

paysafe Konto bezahlt.

Paysafe Guthaben kann man ganz einfach als Code am Kiosk kaufen.

könnt ihr mir weiterhelfen.

Danke

Basel999,

Do I understand correctly that you didn't use a Paysafe account to deposit in the casino but used a Paysafe voucher with a unique code?

I'll look forward to your reply.

Das casino

hat den Verifizierungsprozess nach 10 Tagen abgeschlossen. Bei der ersten auszahlungsanfrage wollten sie weitere Dokumente!!! Diese casino wollte nie auszahlen!!! Außerdem akzeptiert das Casino also nexto Gaming Group Gelder von spielsuchtigen obwohl ich den Inhaber darüber informiert habe.

Thanks for your message, Basel999.

Do I understand correctly the casino verified your casino account and processed your withdrawal? I apologize if I didn't understand your message correctly.

By "gambler", do you mean players with gambling issues? What is your specific issue?

Please let me know how may I assist you.

Dear Basel999,

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.

Guten Tag das Casino hat die Verifizierung extrem lange hinausgezögert. Nach erfolgreicher Verifizierung und Auszahlungsanfrage wurden wieder neue Dokumente angefragt und die Auszahlung wieder storniert. Das casino hat also obwohl die Auszahlung bereits pendent war die Verifizierung abgeschlossen um dann gleich wieder nach neuen Dokumenten zu fragen!!! Das ist doch korrupt! Absicht! Schäbig und wirft ein schlechtes Licht auf Nextogaming. Diese casino Gruppe antwortet auch auf keine emails oder Anfragen.

Dear Basel999,

Which documents specifically were requested from you from the casino during additional verification? Are you able to submit them? Could you explain the situation regarding the deposits via Paysafe you mentioned previously and how it relates to your issue with verification? Please note the casino has the right to request additional documents if they are required for verification. We will need more details if we are to assist you with your problem.

I'll look forward to your reply.

Also mit paysafe hat das nur geklappt weil ich dem Casino gedroht habe mich an die MGA zu wenden. Meine Anfrage mein Konto zu schließen und das Geld auszuzahlen wurde ignoriert. Zwei Tage nach der erfolgreichen Verifizierung wurde dann ein Selfie angefragt. Wie schon andere hier schreiben es dauert wohl Wochen wenn nicht sogar Monate das Geld zu erhalten. Ich habe das Geld verspielt weil das Casino meinte das nur bei geöffnetem Konto die Dokumente hochgeladen werden können und davor war es via email in Ordnung.

dieses ewige hin und her macht den Kunden mürbe und die Hoffnung schwindet jemals Geld zu sehen.

es ist eigentlich schon unglaublich ein Anbieter der so viel von sich hält geht derart schlecht mit den Kunden um.

Dear Basel999,

Would you be able to forward me the communication between you and the casino regarding your verification to tomas@casino.guru? Do you currently have any pending withdrawals or withdrawable balances on your casino account?

Dear Basel999,

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.

Dear Basel999,

We apologize for any delays and for your frustration, however upon the first submission of documents our staff was not aware of the nature of your deposit, you then contacted us, the issue was rectified and the account was verified.

Due to certain security thresholds, your withdrawal request was cancelled and a photograph of you holding the Proof of ID document you provided was requested by the relevant department for verification purposes.

Best regards,

The Svenplay Team

9.2 Svenplay holds the right to not process a payment if the Account Holder’s identity, age and place of residence and proof of funds have not been sufficiently verified.

58.3.16 Players may be requested at any given time to provide all necessary KYC documents for the verification of their account (proof of identity, payment method(s) and residence).

62.1 Payments are processed in a time not exceeding 72 hours starting from the moment that the request has been approved by the Payments Department. Before the first payment is made to the User via electronic payment methods (Skrill, Webmoney, Credit or Debit card, etc.), the client is obliged to upload an electronic copy of a passport of his national ID at the relevant section under his Profile. Svenplay, at its own discretion, may ask from the client additional documents (e.g. proof of address, selfies, etc.) prior to their first payment. Remember that forgery is severely punished by law and in cases of suspicion of placing a counterfeit or an edited copy of the documents by electronic methods, Svenplay reserves the right to send such documents to the appropriate regulatory authorities. 62.2 Before making the payment, the employees of the company will verify the correspondence of the name, surname, father’s name, birth dates of the client and also other data. If differences are found between the actual data and the data provided by the client, Svenplay reserves the right to make a refund for all bets by the User and refuse to pay out winnings to the User unless they prove their identity and accuracy of entered data.

Lesen sie die Bewertungen im Internet das stinkt nach Betrug!!!

Thanks for the reply to Svenplay Casino representative.

Dear Basel999,

Were you able to submit the document the casino asked for since your last message? Was your account verified and your withdrawal processed yet? Do you require further assistance?

I'll await your reply.

Dear Basel999,

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.