Complaint #5 SvenPlay Sportsbook

Unjustified withdrawal delay

By SEZER G.

1 week ago

Player & Account Details:

Casino Brand: Svenplay (operated by L.C.S. Limited under MGA)

Current Total Account Balance: €5,365.50

Verification Status: Fully Verified (All requested additional documents have been approved)

Gameplay Type: Pure Sportsbook only (No bonuses used, no active promotional terms)

Timeline of Events:

May 20, 2026 (~11:19 AM): I placed my initial withdrawal request. My account was fundamentally verified at this point.

May 21, 2026: After keeping my withdrawal in "Pending" status for 24 hours, the casino requested additional verification documents. I provided them immediately, and they were officially reviewed and approved.

May 22, 2026 (11:19:17 AM): Following the full approval of my extra documents, I submitted a new withdrawal request for my balance.

May 22 – May 24, 2026: During this 48-hour window, I was repeatedly assured via official communications and automated text: "Your withdrawal request will be completed within the next 48 hours, unless further review is required."

May 24, 2026 Sunday (Current Time): The 48-hour timeframe has officially and fully expired. My withdrawal is still sitting as "Pending." When contacting customer support today, the support team completely shifted the goalposts, suddenly claiming that they process withdrawals within "2 business days"—conveniently excluding the weekend to stall the payment.

The Core Issue & T&C Breaches:

The operator is engaging in blatant deception and artificial delays regarding player funds:

Contradictory and False Promises: The casino explicitly stated in writing that the withdrawal would be completed within 48 hours. Now that the 48 hours have passed on Sunday, they are shifting the terminology to "business days" to justify a weekend freeze that was never mentioned in their initial confirmation.

Abuse of T&C Structure: According to Svenplay's own T&C Clause 62.1, the casino claims a further 72 hours to process payments after the request is approved. By deliberately stalling the "Approval" process through shifting definitions of time (hours vs. business days), the casino is artificially extending the actual payout time to nearly a week for a fully verified player who did not even use a bonus.

Since I have strictly adhered to all rules, cleared all secondary verification checks, and played purely with real money on the sportsbook, there is absolutely no legal or regulatory ground for "further review."

Requested Outcome:

Given the number of negative reviews I have seen about similar issues, I am extremely concerned. I am ready to provide any additional evidence or documentation required, but the casino is simply not processing my withdrawal and this is only the first one it will be additional 4 withdrawals as per amount.

I kindly request AskGamblers’ urgent assistance in resolving this matter. I expect Svenplay to honor its own written communications, immediately move my withdrawal status from "Pending" to "Approved," and process my €5,365.50 payout without any further delay or excuses.

Latest update: Just as I was waiting, SvenPlay unfortunately removed my balance unfairly, which makes this situation even more urgent.

Disputed sportsbook SvenPlay Sportsbook

Reason Delayed payment

Discussion

AskGamblers

• Support Team

1 week ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

AskGamblers

• Support Team

1 week ago

Dear ,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

SvenPlay Sportsbook

• Representative

1 week ago

Dear all,

Thank you for giving us the opportunity to respond to the complaint submitted by the player.

The player made four deposits on our platform on 20/05/2026. The first two deposits were lost on sports bets. Following the third deposit of €250, the player received our promotional offer “Midweek Sports Reload up to €100”. As stated in our Bonus’ term 4 “The Midweek Sports Reload Bonus will be credited to player’s account immediately after his/hers deposit, but only if the player selects the bonus from the deposit page.” In this case, the bonus was not automatically credited. It is a user-activated promotion that requires selection during the deposit process.

The player later contacted our support team requesting cancellation of the bonus after his bet had already been settled as a winning bet. That’s a clear breach of our Term 58.3.11 “If a player decides to cancel an active Bonus, he can do so from his account. However, all bonus money, all winnings and any wagered amount resulting from his betting activity with the bonus will be forfeited for once and for all. Bonus bets calculates real money first and then bonus amount.”

Furthermore, our review identified betting patterns that fall under clause 43.5 “Svenplay reserves the right to cancel repeated bets on the same event/market.”

We also note a breach of clause 12.10 “Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network “VPN”) .”

As a result of these findings, the winnings generated from the relevant activity were deducted in accordance with our Terms and Conditions. We believe all actions taken were in full compliance with our Terms and applicable procedures and were based on a detailed review of the player’s account activity.

Should you require any further clarification or supporting information, we remain at your disposal.

The SvenPlay Team

AskGamblers

• Support Team

1 week ago

Dear SvenPlay Sportsbook,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

SvenPlay Sportsbook Complaint Stats

Resolved 1 / 1

Avg. Amount N/A

Avg. Complaint Duration N/A

Avg. Response Time N/A