The player from Germany played with a bonus and fulfilled the wagering requirements. Then he deposited and won even more money. The casino accused him of breaching the T&Cs and confiscated his winnings. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Svenplay Casino - Player’s winnings have been confiscated.
Black points: 24
Amount: €820
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 policy, good regulator
UNRESOLVED
Case summary
2 years ago
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4 years ago
Translation
I first deposited € 95 and played with the bonus until I hit 0 and cleared the bonus. Then I deposited another € 25 without a bonus than with real money and won € 820. Now the site accuses me of having cheated and keeps my money
Automatic translation:
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4 years ago
Dear Mario,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I would like to see the whole conversation between you and the casino, because it's been cut in the screenshot you attached to this complaint. Would you be so kind and forward it to kristina.s@casino.guru, please? Or you can post it here.
Thank you very much for understanding and looking forward to hearing from you.
Best regards,
Kristina
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4 years ago
Thank you very much Mario for your email. 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.
Additionally, I would like to ask to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication/evidence. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.
Your cooperation in this matter is highly appreciated.
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4 years ago
Hi Mario,
I looked at your case and screenshots you sent. I will contact the casino and see what can be done.
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4 years ago
We would like to ask the 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.
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4 years ago
Hi Mario,
I tried to contact the casino repeatedly, but it failed to reply. 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. There's also an option to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint there. 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).
Best regards,
Peter
