Svenplay Casino - The player's winnings were voided.

I have played few months here, doing some deposit bonuses and done the wagering as wanted. I have had difficulties to withdraw money and after my kyc process was accepted, they have asked for 3 more documents. Now after last withdrawal attempt, they declined it and sen an email saying that i have broken some rules and they took 2508 euros from my account away. They mentioned numerous rules that i may have breached, but none of those are true. I have no clue why they took 2508 eur, not more, not less.

It would be nice if you could help me here!

Hello matti95,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Svenplay Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since is the verification process ongoing? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Can you please specify which term did you breach?

Looking forward to your answer.

Regards,

Nick

Hi!

The verification process in completed and i have sent 3 additional documents, and all of them are accepted too.

I used deposit bonuses but i sure did wager those on time following the bonus rules.

Last email was sent monday evening stating this decision is final. I am still messaging with them even I know they will not surrender without extra help from you or MGA etc.

They sent a long list of rules that i might have breached according to them. One of them was a bonus abuse, one was dual account. Just to mention few. And I have not broken these rules, or if using a bonus counts for abuse, then of course we all have broken that rule...

Thank you matti95 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, matti95,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Svenplay Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Svenplay Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Was verification successfully completed? Has the player's account been blocked/closed? Why have his winnings been voided? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear matti95,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/) and submit a complaint to them. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. It is a good licensing authority and has better options and tools to help players. Alternatively, it is also possible to file a complaint to Alternative Dispute Resolution - MADRE.

In case of any questions, feel free to contact me via email (branislav.b@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru