The player from Austria had difficulty withdrawing winnings from a casino and sought assistance. The player's account verification was delayed due to a lack of utility bills in his name, despite providing a bank statement. After a period of inactivity and further communication, the player's account was eventually verified, and he successfully withdrew the first €1,000. The remaining €1,000 was also received shortly thereafter. The complaint was resolved as the player confirmed receiving all his winnings.
Svenplay Casino - Player struggles to withdraw winnings.
Amount: €2,000
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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1 year ago
Translation
Hi,
I regretfully only just read the various reports about the Casino, and I wanted to ask if there's any chance of getting the money I've won paid out? It seems there is no chat feature in this Casino.
Thanks for your help
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1 year ago
Dear amarcallejon,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account has been fully verified?
- Have you been advised why you can’t withdraw your winnings? Have you contacted support@sven-play.com with your issue?
- When did you request a withdrawal from the casino? Is it still pending in your account?
Thank you in advance for your reply.
Best regards,
Tomas
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1 year ago
Translation
Hello,
My account is currently being verified.
I read the review and am afraid that my money won't be paid out.
Kind regards Amar
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1 year ago
Thanks for the explanation.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please specify when your verification started?
- Which documents did the casino request from you and which documents have you already provided?
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1 year ago
Translation
Hello,
Yes, my account has still not been verified.
I have sent all the documents I have.
At every other casino they were accepted.
I don't know what I should do anymore.
Unfortunately, since I live with my parents, I don't have an electricity or water bill in my name.
And I sent them a bank statement with my name and address!
Edited
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1 year ago
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I keep getting the same answer from the casino
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1 year ago
Thank you for the explanation. Is requesting a confirmation of residency from the local authorities a valid option for you?
Please send me the recent correspondence between you and the casino to my email at tomas@casino.guru
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1 year ago
Dear amarcallejon,
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.
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1 year ago
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.
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6 months ago
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We've reopened this complaint at the request of amarcallejon. We would like to give this case another chance to be resolved and help both parties involved to reach a satisfactory conclusion.
"Hi, I've finally been verified.
Now I have made my withdrawal.
1000€ the other 1000€ I make when I get the first payout
Do you know if anyone has received a payout from this casino?"
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6 months ago
Translation
Hello, the first 1000€ were paid out last Friday.
I'm still waiting for 1000€
and I will let you know when they are in my account.
Payment takes about 72 hours
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6 months ago
Thank you very much, amarcallejon, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Svenplay Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction", we keep on trying.
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6 months ago
Dear amarcallejon,
My name is Katarina, and I will be assisting you in solving this case.
Please let me know once there is any new development or if you receive your funds.
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6 months ago
Dear amarcallejon,
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.
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6 months ago
Translation
Hello case is solved.
Got all my money.
LG Amar
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5 months ago
Thank you, amarcallejon, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
