The player from Sweden had a pending withdrawal request at Svenplay that had not been processed for 16 days, despite the account being KYC verified. The withdrawal amount was approximately €5,000, with a maximum allowed withdrawal of €1,000, and the player had been frustrated by ongoing delays as another department investigated the matter. The issue was resolved, and the player was informed that the complaint had been marked as 'resolved' in the system. However, after reopening the complaint for further investigation, the player did not respond to follow-up inquiries, which led to the rejection of the complaint due to lack of communication.
Svenplay Casino - Player’s withdrawal is delayed.
Amount: €5,000
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 days ago
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3 weeks ago
Svenplay have not yet processed my payment request from 9/25. It has now been 16 days and still pending. I don't want to take this to the police, but I'll soon have no other choice. The account has long since been KYC verified. I have approximately €5,000 in the account and maximum withdraw is 1000. Their response the last few days is that another department is investigating the withdrawal.
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3 weeks ago
Dear Goon80,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that KYC verification is not required for your casino account.?
- Did you accumulate your winnings with or without an active bonus?
- Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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3 weeks ago
Grateful if representatives from Svenplay can provide feedback on the current status of this matter. Attached print images shows the current amount on my Svenplay betting account (Now over 8000 euros), Bet ID numbers regarding bets that I placed after the withdrawal was requested and my last succesful withdrawal of 1000 euros from 22/9 wich I received to my bank account 27/9. And last but not least my still pending withdrawal request from 25/9 which I patiently await word on from Svenplay.
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2 weeks ago
Dear Goon80,
We have received your email and are glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
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2 weeks ago
We’ve reopened this complaint at the request of Goon80. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
