Complaint #65 SvenPlay Casino

They have not yet processed my payment request from 9/25

By Goon80

1 year ago

Svenplay have not yet processed my payment request from 9/25. It has now been 16 days and still pending. I don't want to take this to the police, but I'll soon have no other choice. The account has long since been KYC verified. I have approximately €5,000 in the account and their response the last few days is that another department is investigating the withdrawal.

Disputed Casino SvenPlay Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

1 year 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 SvenPlay Casino 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.

SvenPlay Casino

• Representative

1 year ago

Dear all,

Please be informed that we have forwarded the requested information to support@askgamblers.com.

We look forward to your feedback.

Best regards,
The Svenplay Team

AskGamblers

• Support Team

1 year ago

Dear SvenPlay Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and information 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.

Thank you in advance.

Goon80

1 year ago

VERY IMPORTANT UPDATE! For everyone's information. This case is far from and not even close to being solved. My 1,000 euros, which had been pending from 25/9, was paid into my bank account today. Just a few hours later, I receive the following message from Svenplay regarding my next payment request and my remaining total of 8,000 euros wich they have now unlawfully confiscated. So this is no joke. This is how Svenplay addresses me:

"We would like to inform you that the payments department has canceled your withdrawal and the amount of 8019.69€ has been removed from your balance. Furthermore, your account has been deactivated due to the breach of the following Terms & Conditions: 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”) ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company. Do not hesitate to contact us in case you require any assistance. Kind Regards The Customer Support Team"

Katherine Sayre Reporter at The Wall Street Journal has been contacted and all of you who have had similar experiences with Svenplay are asked to do the same. Hopefully, together we can achieve justice.

SvenPlay Casino Complaint Stats

Resolved 23 / 26

Avg. Amount $1,179

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

SvenPlay Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 22 out of 25 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

SvenPlay Casino Complaints

See all complaints for this casino

Delayed payment of 634 euros

On the 18th of October, I requested a withdrawal of €634.24.

In the two months passing, I have repeatedly contacted their customer support, only to be met by e-mails saying they have a right to withhold the money until they have reviewed the transaction. These e-mails say the same thing every time.

In addition, I received another withdrawal from them, but this one they refused to pay out for whatever reason.

Resolved

€634

Waiting on my money

I am still waiting for withdrawal i've made 24/05/24 and was approved 27/05/24. I was told from the casino that it will take 72 hours, then they told me 3-5 business days. It has been 6 business days since my withdrawal was approved and 9 business days since i made the withdrawal. All documents are verified.

Resolved

€371

Difficult customer service

This is Svenplay Casino.

I have been waiting for the approval of the withdrawal of my money for 2 days. I've emailed there and been in the customer service chat 3 times.

The same scams are repeated in the chat "We'll get back to you as soon as possible" My withdrawal is just waiting for confirmation in the status still.

I won €1991 and I have to pay it back in 2 installments, but if it takes this long I will probably get it in a week.

I submitted all the documents to the casino some time ago and they have been accepted.

I'm leaving for a trip abroad on Sunday and I need my money and I can't wait a week.

Could you help me?

Regards,

Resolved

€1,991

Delaying payment on purpose 1000 EUR

Hello, while I already submitted a complaint, your department claims I didn't so here it is again.

I am a fully verified player with Svenplay.

I have read he T&C and the clause regarding withdrawals stipulates;

62.8 If the User has requested a withdrawal in the amount of 1,000€ or more (or the equivalent in another currency at the interbank rate), Svenplay pays a commission on the transfer and subsequent operations of withdrawals in the given calendar month. Otherwise, the commission is paid to the bank by the User. Maximum withdrawalable amount over a 24-hour period is 1,000€ (or the equivalent in another currency at the interbank rate) subject to its payment provider's specific limits. For winnings over 10,000€, the payments will be done in equal monthly installments.

At 7:48 am on May 6th, I requested a withdrawal of the maximum amount of 1000$. I received confirmation that the withdrawal, gameplay, etc was verified and that the withdrawal was approved.

The 1000$ is still "pending" and they will not allow me to submit another 1000$ withdrawal because the first one is till in "pending"

This is blatant abuse and deception. I am unable to attach the proof in PDF or png as your system will not allow me to.

Resolved

$6,000

My withdrawal 355 EUR is late

First of all, I would like to thank you for your earlier cooperation & help.

My issue started with Svenplay Casino on 22/03/2024 after I finished the required wagering and I submitted a withdrawal request ( 355 euro ) on 22/03/2024 Skrill.

On a daily basis, I have been sending them emails regarding my withdrawal, since 25/03/2024 but unfortunately, it is still pending. Today 26/3 I received an email from the casino telling me that they can not say any schedule when my withdrawal was processed.

I now feel bad that I did not receive my funds for a long time without help. My account was verified K.Y.C over a year ago.

I don't have anything against Svenplay, but I want my payouts on time. Svenplay info in chatbox tells.

Withdrawal requests get processed within 48 hours. Because delayed withdrawal caused me negatively, i made a complaint now.

I send documents attachment/evidence.

My dear AskGamblers I need your help to close this case as you helped me.

Resolved

€355

Payout not paid in over 3 weeks

Dear AskGamblers,

The SvenPlay casino has delayed my payout of 1000€ since 12.12.2023 as seen from the screenshot.

My account is fully verified. With a maximum withdrawal limit of 1000€ per day, the withdrawal process takes too long. The casino claims to process withdrawals within 72 hours.

Soon reaching 4 weeks from the request date is too much.

Best regards

Resolved

€1,000

Casino has delayed my payout of 1000€ for 10 days

Dear AskGamblers,

The SvenPlay casino has delayed my payout of 1000€ since 10/12/2023. My account is fully verified. With a maximum withdrawal limit of 1000€ per day, the withdrawal process takes too long. The casino claims to process withdrawals within 72 hours. The casino must fulfill its obligations to pay out in a timely manner.

Best regards
Nemacyst

Resolved

€1,000

Withdrawal of 1000€ is delayed

Hey,

I made a withdrawal for 1000€ 7/10/2023 but it is still pending.

I have contacted them and they said it has been approved many days ago but nothing has happened and I haven't gotten my money. My account if fully confirmed KYC.

I have nothing against the casino but I just want my withdrawal to be completed because they tell they handle every withdrawals in 48 hours.

Thank you.

Resolved

€1,000

My withdrawal is late

First of all I would like to thank you for your earlier cooperation & help.

My issue started with Svenplay casino on 08/10/2023 after I finished the required wagering and I submitted a withdrawal request ( 328 euro ) on 08/10/2023 Skrill.

On daily bases I was sending them emails regarding my withdrawal, since 11/10/2023 but unfortunately it is still pending. Yesterday I received an email from the casino telling me that they can not say any schedule when my withdrawal was processed.

I have now been bad feeling I did not receive my funds for a long time without help. My account has verified K.Y.C over year ago.

I don't have anything against Svenplay, but I want my payouts on time. Svenplay info in chatbox tells.
Withdrawal requests get processed within 48 hours. Because delayed withdraw cause me negatively,
i made a complaint now.

I send documents attachment/evidence.

My dear askgamblers I need your help to close this case as you helped me.

Resolved

€328

Svenplay Casino - Delay in payment of 166 EUR

Hello!
Last month, August 28, 2023, I registered at this casino. I made a deposit of 50 euros and started playing with them.
A week later, I wanted to withdraw some money from the account - but was unable to do so - I first had to pass an identity verification check. I uploaded the required documents to the site - and I received an answer - that the verification had been passed.
I ordered money for payment, but my application was canceled - and they required additional documents from me for verification (selfie) - I uploaded the documents to the site - and received confirmation from the casino that the documents were accepted.
At that time, the casino restricted me from accepting bets - and on September 8, 2023, I ordered all the money from my account for payment!
Two weeks have already passed - but my payment request has not been processed (even though according to the casino rules it is written that the payment order is processed within 48 hours).
I have repeatedly emailed the support service - but have not received an exact answer - when my request for payment will be considered.
In my opinion, the casino is deliberately delaying the payment of money! - I ask for help from you.

Resolved

€166