Complaint #97 Svenbet Casino

Delayed withdraw after telling me I use VPN

By junekpetr

4 years ago

Hello there,

Having problem with svenbet withdrawal. They keep emailing me about using VPN. But I have never used any VPN clients or anything to hide or change my IP. I was using 3 devices to access my account. Laptop, LTE connection on my iPhone and PC.

2 days ago, I have passed all the verification and I tried to make withdraw of 100€ which got twice declined because of some VPN usage.

I can provide all proofs that NEVER I have used VPN or anything to hide myself on those 3 devices.

They sent me an email about VPN usage and that my withdrawal has been canceled and they wanted to know the reason.

So I told them that VPN has never been used on my pcs which I am stating here. Sent them around 4 emails about it and today they just sent me the same email that I used VPN. They just don't listen to my answer and asking the same question again.

As I said before, I can provide all proofs that I never used VPN before.

All 3 IPs are from the same country which is Czech Republic, why do I need to hide myself?

Thank you, hope this will solve because I have all the rights on my withdraw.

Disputed Casino Svenbet Casino

Reason Delayed payment

Amount €100

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

junekpetr

4 years ago

You can close the case, I have got my withdrawal thank you. If anything changes I will let you know

AskGamblers

• Support Team

4 years ago

Dear @junekpetr,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Svenbet Casino

• Representative

4 years ago

Dear all,

We would like to inform you that the player requested a withdrawal via a cryptocurrency account, and was advised to request the withdrawal via bank card, due to winnings generated from a deposit via said card.

It is also permitted to withdraw via bank transfer if the winnings are generated from a bank card deposit, and vice versa.

At this point the player has indeed requested a withdrawal via bank transfer which has been forwarded to the Payments Department and shall be processed as soon as possible.

Please find attached relevant terms from our pages "Account, Pay-outs, Bonuses" section.

Svenbet Casino Complaint Stats

Resolved 48 / 50

Avg. Amount $1,467

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Svenbet Casino Complaints

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I contacted Svenbet on 2nd January 2026 because I have a gambling addiction. And I told them to close my account permanently due to gambling addiction and close it immediately and never open again.

They asked me to send a form and sign it and choose which period to close it. And they even wrote in the email that they offer me 50€ bonus if I continue to play with them. Of course having an addiction I took the 50€. They sent me promotional material to trick me into playing again. As a result I keep playing and losing money.

When a person says to close the account due to gambling addiction it should be closed immediately. And not wait to have a form signed in return. They failed their responsibility for responsible gaming. They should have closed it without asking me to send a form that is printed out and signed and offered me a bonus as a trick for me not to continue with the closure. Therefore, I am requesting a refund for the deposits I made after between 2nd January and 27th February. Which is 2797€.

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I also wrote an email to the support team, no answer. I just got a generic answer that they received my request.

Live chat does not exist and it's just generic bot answers.

The amount being withheld is: 376 EUR

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I am fully verified. The last two withdrawals came after I posted here about being delayed here in Askgamblers. And thank you for that.

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Now I am writing a complaint again for the same situation.

72 Hours from submitting the withdrawal does not mean much I guess.

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I am getting the same emails saying : "We understand that waiting for the review of your withdrawal can be frustrating, and we apologize for any inconvenience caused. As the process is being handled by another department, we regret that we are unable to provide you with a specific timeframe for its completion.

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Here is example of many of the answers I get:

Dear

We understand your frustration regarding the progress of the review of your withdrawal. However, we do not have any additional information to share at this moment.

Please be aware that the reason behind the review is not disclosed to other departments until it is completed

Do not hesitate to contact us in case you need any further help. Have a good day.

Kind regards,

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