Svenplay Casino - Player’s withdrawal is delayed.

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.

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

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.

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 

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.

Dear Goon80,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.