The player from Germany tried to withdraw his winnings, but he was asked to submit additional documents. We rejected the complaint because the player didn't respond to our messages and questions.
Svenplay Casino - Player's withdrawal has been delayed.
Amount: €556
Svenplay Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I deposited 200 euros via Skrill and received a 50% bonus. After wagering the necessary amount, I tried several times to withdraw my money (556 euros). Although I was already active at the casino in 2021, a large number of documents were again requested for verification (including proof of my mobile phone number and, in addition to an ID card, proof of a driver's license. For weeks, only new proof has been requested and the payout has always been rejected.
Automatic translation:
Public
Public
2 years ago
Dear Lennart,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. There isn’t anything unusual if the casino asks for additional documents from time to time.
Could you please confirm that you provided all the required documents? When exactly did you submit them?
Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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