Svenplay Casino - Player’s struggling to verify her account.

Hello. The Sven-play Casino is abusing my rights and withholding my winnings illegally. During verification, they requested a screenshot of my transfers to Neteller account. This screenshot also show previous translations to me from my friend. Casino officials decided that it was illegal, they blocked my account and took away the winnings. I wrote to the casino several times, but they refuse to cooperate. That's why I'm asking you for help.

These transfers from my friend are part of my personal funds. For the game and used personal funds. My friend has nothing to do with gambling. At the end of September, I borrowed money to my friend. It was a loan. On the day of the Sven-play casino game, my friend gave me the money back in parts. That's my money. I can prove this with a screenshot from Neteller, where it is clear that I am sending him my own money at the end of September. I know the rules of the casino very well and would not use other people's money to play. I also attach correspondence with my friend to the complaint, which shows that he is going to pay me back the debt on October 14th. The day I played at the casino. There he wrote that he could not return all the money to me and would return it in parts. I'm sure that's enough to prove my integrity. I don't like the casino manipulating the facts in its favor. They use only part of the facts that are beneficial to them and refuse to consider other evidence on my part. I believe that these actions can be assessed as fraud and abuse of rights.

I demand that the casino return my deposits and winnings. I'm asking you to help me. Thank you in advance.

Dear 77katerina,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that this screenshot is the only thing holding you back from completing the KYC? Have you provided all the other required documents?

Could you please forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

Yes, you understand right, all my documents have been accepted. The casino didn't take my screenshot of Neteller. I'm sending you my correspondence from the casino to the specified e-mail.

Thank you very much 77katerina for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Kateryna,

I looked at your case and emails and understand the situation. I will contact the casino and see if I can help. I would like to invite Svenplay Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Svenplay 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

HI 77katerina,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help. 

Best regards,

Peter