The player from Germany, who had been struggling with a gambling addiction, had previously requested Svenplay Casino to close their account for his protection. Despite this request, the casino had reopened the account which led to a loss of €740, which the player was then attempting to recover. The player confirmed that his old account had been reopened, not a new one created. The Complaints Team had attempted to engage with the casino regarding the issue, but received no response. As a result, we were unable to further investigate or resolve the issue and had to classify the complaint as 'unresolved'.
Svenplay Casino - Player’s account reopened despite self-exclusion request.
Black points: 256
Amount: €740
Svenplay Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.0
Svenplay Casino has a Safety Index of 4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
9 months ago
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10 months ago
Translation
Dear Casino Guru Team,
I am a gambling addict. I realized that I had already informed Casino Svenplay on December 25th, 2023 that I am addicted to gambling and requested them to close my account and not reopen it again (see attachment).
However, they reopened my account.
As a result, I incurred a financial loss of €740.
I kindly request you to help me retrieve the €740 from the casino.
I have already tried to persuade the casino to refund the amount, but it was declined. This happened on February 13th, 2024.
Automatic translation:
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10 months ago
Hello eurogalaxy85,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Svenplay Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your old account was reopen or did you create a new one? Did you have to contact the casino in order to reopen your account or you could simply log in? Is your account currently still open?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
My old account has been reopened. You also cannot set up two accounts with the same name.
Automatic translation:
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10 months ago
Thank you eurogalaxy85 for all the information provided. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Dear eurogalaxy85,
Thank you very much for sharing your negative experience. We are now going to reach the casino team.
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9 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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9 months ago
Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.
Dear eurogalaxy85,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
