Complaint #46
SvenPlay Casino
Stalling verification and withdrawal
3 years ago
Dear askgamblers please help me out on this account verification/withdraw problem with svenplay.
I made a deposit of 70€ at april 25th
Got the 100% welcome bonus read the rules and started playing. I managed to get few decent wins and completed wagering ending around 1100€ balance that was automatically reduced to 1050€ (they have max win cap on welcome bonus). I played the 50€ and desided to withdraw remaining 1000€.
At the very begining the process was confusing. I tried to make a withdraw request but was unable to because got message that account have to verified prior you can make even withdraw request i was like okay lets verificate the account then, and ask about the documents, but chat was just a their betbot (so zero help there). Luckily Im familiar with verification process in general so i uploaded proof of Address and id (drivers licence) via their document upload section.
These documents were rejected on 26th of april. I uploaded new documents on a very same day including phone bill, tax letter, id (drivers license) and bank statement. They confirmed these documents as received and i started waiting.
Direct quote from their document received confirmation email:
”Your documents will be reviewed by the relevant department within the next 72 hours, so we kindly request your patience.”
After 72hrs had passed and i hadn’t heard from them i desided to send a new email asking about my verification.
29th of april i got reply saying that my account is now fully verified. I made withdraw request again with no luck. I still got a message account must be fully verified to make a withdraw request. So i sent a another email to their support telling this problem accured. They replied that this issue have been forwarded to relevant department. I heard nothing back from this department in case but managed to make withdraw request at 30th of april.
1st of may withdraw was reversed back to my casino account. I got an email saying they needed picture (selfie) of me holding my id. I uploaded that few hours later and made a new withdraw request.
I also asked full list of documents they needed me to send to avoid further delays. Answer was they could not give me this information.
Just to be clear there had been absolutely zero gambling activity or extra transactions at my account since my original withdraw request.
I know casinos might ask you extra documents now and then based on your activity and their inner policies.
2nd of may i got an email confirming my selfie with id document. Withdraw was once again reversed by the casino so i made it again.
3rd of may withdraw was once again cancelled and now i got an email saying they needed selfie where i hold piece of paper stating my full name, date of birth and name of the casino. I did upload this in a very same day. I received a reply via email 4th of may that this document have been revieved.
Now i have had again a pending withdraw over 48hrs. Ive also asked status of this current withdraw request on my earlier messages but received no reply.
Dear askgamblers, without your help i think they will keep this going forever.
I have already earlier mentioned to them that i will seek for external help if we (me and casino) cannot sort this out. I’ve never ever have had such a problematic verification process.
I expect casino nothing less and nothing more than make things right and pay my winnings immediatly.
Full list of documents that were uploaded an accepted:
-id (front and back)
-phone bill (including my full name and adress)
-official tax bill/letter
-bank statement including iban, name and deposit to LCS limited visible.
-selfie with id
-selfie with piece of paper holding requested information.
I made a deposit of 70€ at april 25th
Got the 100% welcome bonus read the rules and started playing. I managed to get few decent wins and completed wagering ending around 1100€ balance that was automatically reduced to 1050€ (they have max win cap on welcome bonus). I played the 50€ and desided to withdraw remaining 1000€.
At the very begining the process was confusing. I tried to make a withdraw request but was unable to because got message that account have to verified prior you can make even withdraw request i was like okay lets verificate the account then, and ask about the documents, but chat was just a their betbot (so zero help there). Luckily Im familiar with verification process in general so i uploaded proof of Address and id (drivers licence) via their document upload section.
These documents were rejected on 26th of april. I uploaded new documents on a very same day including phone bill, tax letter, id (drivers license) and bank statement. They confirmed these documents as received and i started waiting.
Direct quote from their document received confirmation email:
”Your documents will be reviewed by the relevant department within the next 72 hours, so we kindly request your patience.”
After 72hrs had passed and i hadn’t heard from them i desided to send a new email asking about my verification.
29th of april i got reply saying that my account is now fully verified. I made withdraw request again with no luck. I still got a message account must be fully verified to make a withdraw request. So i sent a another email to their support telling this problem accured. They replied that this issue have been forwarded to relevant department. I heard nothing back from this department in case but managed to make withdraw request at 30th of april.
1st of may withdraw was reversed back to my casino account. I got an email saying they needed picture (selfie) of me holding my id. I uploaded that few hours later and made a new withdraw request.
I also asked full list of documents they needed me to send to avoid further delays. Answer was they could not give me this information.
Just to be clear there had been absolutely zero gambling activity or extra transactions at my account since my original withdraw request.
I know casinos might ask you extra documents now and then based on your activity and their inner policies.
2nd of may i got an email confirming my selfie with id document. Withdraw was once again reversed by the casino so i made it again.
3rd of may withdraw was once again cancelled and now i got an email saying they needed selfie where i hold piece of paper stating my full name, date of birth and name of the casino. I did upload this in a very same day. I received a reply via email 4th of may that this document have been revieved.
Now i have had again a pending withdraw over 48hrs. Ive also asked status of this current withdraw request on my earlier messages but received no reply.
Dear askgamblers, without your help i think they will keep this going forever.
I have already earlier mentioned to them that i will seek for external help if we (me and casino) cannot sort this out. I’ve never ever have had such a problematic verification process.
I expect casino nothing less and nothing more than make things right and pay my winnings immediatly.
Full list of documents that were uploaded an accepted:
-id (front and back)
-phone bill (including my full name and adress)
-official tax bill/letter
-bank statement including iban, name and deposit to LCS limited visible.
-selfie with id
-selfie with piece of paper holding requested information.
Screenshot
