The player from Canada had experienced a delay in his withdrawal of 250 CAD from an online casino. The casino had advertised a 48-hour withdrawal process, but it had taken 13 days for the player to receive his money. The player had expressed dissatisfaction with the misleading information provided by the casino. The complaint had been resolved after the player confirmed receipt of his winnings.
Svenplay Casino - Player's withdrawal is delayed.
Amount: Can$250
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
I'm waiting for a withdraw of 250 CAD. My KyC is fully verified.
They say the process to withdraw money is completed in 48 hours, we are 60 hours in, and yet, my withdraw hasn't been completed.
So i'm waiting..
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7 months ago
Dear Zathklaz,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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7 months ago
Well then you should change the answer on your automatic robot chat that says withdrawal are process within 48 hours, cause it's false advertising. No wonder why you are losing users in your casino. A good casino is a casino that paid fast. On a lot of online casino i tried so far, you are the only one that takes more than 5 days to paid. And now you are telling ME, and the other Users on Guru, that it's going to be 14 days long for a simple 250$ ? Wow.
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7 months ago
I fully understand your frustration, Zathklaz. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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7 months ago
3 days to go before your 7 additionnal days. Still waiting. Let's see in 3 days.
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7 months ago
Hey there. I finally received my money.. after 13 days.
But what is the most absurd thing is that in the email i received from you guys, you talk about 1-2 working days.. instant if via e-bank.
False advertising. Misinformations. You should change that.
Thanks for the money tho, but clearly won't play there again anytime soon. Unless i want to wait half a month AND need to complaint via Guru to receive my money.
A good casino is a casino that pays fast.
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7 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Zathklaz, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
