Delaying and apparently accidentally cancelling payment due to a misunderstanding
In August this year I opened an account with Svenplay. I quickly submitted verification documents in the form of pictures of my national ID card (front and back), proof of address, and photos of the debit card that I had used to deposit and I was told that my account was verified. Then in October I made a withdrawal request and something strange happened: the money disappeared without warning. I complained and it was returned to my account. They stated that a "technical error" had caused the bizarre phenomenon.
I then made another withdrawal request and they rejected it and asked for selfies of me holding the ID card. I complied and made another withdrawal request. They then cancelled the withdrawal again and requested additional ID in the form of a passport or driver's license and a document from my mobile provider. This was a problem as I don't drive and I didn't have a passport. I protested but eventually I got a passport. They also stated that given the fact that I am a prepaid customer I should send a screenshot from my mobile provider's app showing my name and cell number (as I had stated that prepaid customers don't get any documentation from mobile providers).
Getting a passport was a severe inconvenience as it can take up to 8 weeks but I got one and as soon as I did I made yet another withdrawal request on the 7th of December. This time they again cancelled the withdrawal request with no warning. I just noticed by accident when I thought to just check my account. I double checked my emails and there were no emails from Svenplay. I went to the live chat and they stated that there was a "misunderstanding" with the verification documents and that I can make another withdrawal request. They also confirmed that my documents are now verified. This is unfair. I asked them to expedite the process but no affirmative answer was forthcoming. According to them withdrawals should take up to 72 hours, yet this happened about 49 hours after my withdrawal request. Please note that this is a withdrawal I've been trying to get since the beginning of October. In the live chat they confirmed that the documents were verified (multiple pictures of the passport with corresponding selfies, the same with my ID, and pdfs of my Bank statement and tax registration as proof of address). I'm wary that this is just a tactic by them to delay my withdrawal and I'm asking you to help make sure that the withdrawal is processed this time, and if possible speedily. Another 72 hours (possibly excluding the weekend) would be a great inconvenience but another technical error or new demands is what would be utterly unconscionable. I really needed the funds in October and waiting further every time there's a problem is just too much to take. I also believe that these "technical errors" are a mere attempt to delay and get me to eventually lose my winnings. Who's to say this won't happen again so as to make me wait yet another 72 hours? I believe that if you look at my case holistically it's apparent that Svenplay are acting in an unseemly manner and it's questionable whether the technical error that happened before they started asking for additional documents, or the "misunderstanding" that happened today are even real. Please help me to eventually get my winnings after over two months of waiting. I've attached screenshots from my latest chat with them and I would happily provide all correspondence with them if asked.
Screenshot
