The player from Germany has requested a withdrawal. Unfortunately, the payment seems to be delayed. Although the player managed to do excessive efforts to provide various documents to pass the verification process, which was requested by the casino, there was not any positive outcome. The casino ceased to respond to the complaint and we were forced to close the complaint as 'unresolved'.
Svenplay Casino - Player’s withdrawal has been delayed.
Black points: 1,528
Amount: €2,200
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
Justified complaint
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, I have problems with the payout despite verification, the casino does not pay out.Payment by Sofort Überweisung Klarna and paid in with TANMultiple verified and each time something different is always held out
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3 years ago
Dear Karl,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
They wanted my ID card again, I uploaded it and it would be rejected. Now uploaded it again and wait again although my ID card was already verified and approved in February 21, I can send a photo
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3 years ago
Thank you, Karl, for your reply. I believe that additional verification is needed as it's been relatively a long time since your ID card has been verified in the past. Could you please advise how many days ago was the last withdrawal requested?
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3 years ago
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It is not even possible to request a withdrawal. Then comes the message "Customer was restricted by the action"
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3 years ago
Thank you very much, Karl, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
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Now my ID card was rejected again because I would have always uploaded the same ID card. This is now my ID card, I don't have another one, my address is the same that the casino can compare with the bill from O2, which is the same as on the ID card. I asked what you need from me and the answer was an ID card that you always refuse because it's the same. It's valid, I don't understand
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3 years ago
Hello Karl!
I will take care of your complaint from now on. I would like to invite representatives of Svenplay Casino into this complaint in order to provide us with an explanation of the situation and help us resolve the withdrawal issue.
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3 years ago
Translation
Today I will get a proof from the town hall and have my address confirmed by the town hall and send it again, otherwise I no longer know how to confirm my name and address
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3 years ago
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What else should I do to make the payout. I followed the rules. No bonuses. Deposit from my account with TAN and Klarna. The deposit slip would be confirmed. I don't know what to do next
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3 years ago
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When I want to withdraw, I always get the message Customer was restricted by the promotion
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3 years ago
Hi there,
We are missing the correct documentation for your withdrawal. You contacted one of our support agents who explained to you the alternatives that you can provide us.
Please feel free to contact our support team if you have any further questions about the documentation you should provide.
We remain at your service,
Best regards,
Svenplay Support Team
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3 years ago
Dear Karl,
I would like to suggest you to follow the instructions of the casino as the verification process is necessary in order to process your withdrawal. Please, let us know once there will be any development in this regard.
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3 years ago
Translation
Yes, I follow them, I also sent a confirmation from the town hall, there is the current address, date of birth, everything paid 5 euros for it. Then I chat again today then you want a birth certificate, yes it's still possible, that's all in the letter from the authorities and every time I am told you only need a document, although your current address and today you want a birth certificate I have never seen anything like this in an online casino. Then you had my address from the authorities and then I am told it is already 3 months old. I got them yesterday, can't they see a date?
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3 years ago
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I will also send the birth certificate no problem I have to pick it up from the authorities because I can not find it anymore. If the casino has it then it starts with the next document which you are not told beforehand because the longer the player holds out the better for the casino you could gamble away everything again. Just so they don't pay off. I can also send you a whole folder of documents, no problem, but you lose your customers. There are numerous complaints about this casino. Always verification and withdrawal problems. I should have read the experiences beforehand, then I would never have played there.
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3 years ago
Dear representatives of Svenplay Casino,
I would like to ask you to provide us with an information what documents the player has already submitted and why is there a need for additional documents to be submitted? Also as we can see on the photo in the player's response (although the quality of the photo is not the best to say at least), the date of issue is 9th of November 2021, which is obviously not older than 3 months.
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3 years ago
Translation
I also applied for a birth certificate from the authorities. Unfortunately, I can no longer find my old birth certificate. But it takes up to two weeks to get it so I can upload it to the casino, which I think is unnecessary because my date of birth is up The document from the authorities is already on it. I am sure that this is all chicane in order not to pay off.
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3 years ago
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Hello have now sent another birth certificate from the authority. Address confirmed with a certificate from the authority. Bank confirmation have sent everything and only received everything new from the authority. Casino has all the current data and does not want to pay out. Now they tell me ID card was rejected although it has already been confirmed with the certificate. what's going on in this casino. I paid extra money to the authorities for the birth certificate and for address verification.
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3 years ago
Hello Karl!
Thank you for keeping us up to date. Please note, that his kind of effort, although it is admirable, should not be necessary in order to pass the verification procedure, however I understand that you wanted to provide all the documents for the casino.
Dear representatives of Svenplay Casino,
Since you did not respond to our previous question, I would like to extend the timer by 7 days. In the event that you fail to respond within this time frame, we will close the complaint as ‘unresolved’, which will have further negative impact on the rating.
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3 years ago
Dear Karl,
Since the casino did not respond for our questions in a significant amount of time and we are about to close this complaint as 'unresolved'. However since they did participate on the resolution here in some way, I would like to ask you, whether your issue was resolved by any chance?
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3 years ago
Translation
No, not resolved, no payment despite documents from the authorities in November newly created address proof and birth certificate. It is dubious. I sent all my important data and even confirmed this by the authorities. I paid 5 euros for proof of address and I only paid 12 euros for birth certificate so that everything is up to date and sent and still no payment and I am always asked for the same document ID and birth certificate
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3 years ago
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I will warn everyone who wants to play at this casino. It's a cheek. How can you ask for so many documents when you get the original stamped November 21st. For me this is a fraud
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3 years ago
Dear Karl,
I am very sorry to hear that there was not any positive development for you with this case. However, since the casino representatives remain silent, we are not able to continue resolving the complaint without their input into the discussion.
Unfortunately, we are forced to close it as ‘unresolved’, which will further influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
