Svenplay Casino - Player’s winnings have been confiscated.

Svenplay confiscated my winnings based on unjustified T&C.

After a series of document verification and cancelling my withdrawals which resulted in 9 different documents being reviewed and accepted in a month process, I finally tried to make a new withdrawal on 4 February 2024 (Even russian bookmakers had more lenient verification and they actually paid me).

After 5 days (9 February 2024), they sent me an e-mail stating that my withdrawal is rejected and that I breached terms 3.1 and 12.10 which were copied directly from their website. Both these terms imply I've breached at least 10 different conditions (VPN, cheating software, IP falsification, forged documents, fraudulent activities, bonus abuse ...), which I declined via both e-mail and live chat, but they told me the decision was final. I haven't even used a bonus on their website yet it's part of their claims which is a joke.

On 10 February 2024, I sent them another email asking them to be more specific about the terms they claim I've breached, and specify the exact reason why my money was taken from my account, but to this day they don't want to answer.

I know I didn't breach any of their T&C, and my money was won fairly by betting on sports and won 6868.5€. Honestly, I don't see any reason why I'd cheat and I've never had a casino accuse me of breaching their T&C until I met these scammers.

I also have a problem with 3 other bookmakers who belong to the same network CampeonGaming and CampeonAffiliates (Sonsofslots, Campeonbet and Supacasi) and they all sent me the same email about claims BS without providing proof nor clarify the real cause, but let's just focus on Svenplay right now.

I've also reached out to MADRE who decided to open a case, and you know what their decision was? They actually stopped the case because I live outside the EU and it's the operator decision if they want to proceed with the case or not, and obviously they refused. I mean it's a joke really not even their designated ADR can help you.

TLDR : Svenplay confiscated my winnings based on unjustified T&C.

Hello hamgz,

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 account was ever verified in the past?
• Was this your first withdrawal request?
• When was the last time you spoke to the casino and what was it about?

Please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

• My account was in the process of verification while trying to withdraw, and the verification at the end was successful.
• Yes, this was my first withdrawal request (if we ignore cancelled ones when they asked for more documents).
• The last time I'd say was through live chat a month ago to give me the exact reason why my winnings were removed not just copy and paste T&C but they kept repeating the same robotic answer that their decision was final.

I also sent you the emails communication (sorted from newest to oldest) between me and the casino via email.

Regards,

hamgz

Thank you hamgz for all the information provided. As we need further clarification from the casino, I will be forwarding your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, hamgz,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Svenplay Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

Is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear Branislav,

Thank you for reaching out.

We have forwarded the website's reply regarding hamgz's case to your email address.

We look forward to your review.

Best regards,

The Svenplay Casino Team

Dear Svenplay,

Please send me the reply by email as well, and write it here in public as well. I want to see what excuses and lies you'll come out with this time.

Regards,

hamgz

Dear hamgz,

The casino was able and willing to provide enough for us to assess the matter. The casino provided me with the details, however, regarding your play at Svenplay and other related casinos, which was not the casino section at all.

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue (although I formed an idea of ​​what happened), and after gathering all the necessary information, it is clear that the allegations relate to sports betting play. Therefore, I am forced to close your complaint as 'rejected'.

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, or directly to the authority that regulates the casino, or ADR. The same applies if you would like to see the evidence. I have no permission to share anything with you.

If you have any additional questions, we can continue our communication through e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Thank you too, Svenplay Casino Team, for your cooperation and help!

Best regards,

Branislav, Casino.Guru