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SvenPlay Casino - Unjustly refusing withdrawal for days

RESOLVED

Complaint Info

Disputed casino

SvenPlay Casino

Amount

€ 60

Posted on December 21, 2020

I have had a withdrawal or 60 euros pending for 5 days.

I have contacted the casino via chat and email with little to no success.

I was told today by chat the withdrawal must be 100 euro to skrill minimum. This is not true. It is not listed in their withdrawal ts and cs and their withdrawal system states minimum is 20 euros.

I am following the casinos ts and cs and they are not processing my money. i am fully verified.

Please help.

Posted on December 23, 2020

Dear DEANSTACEY,

Thank you for contacting us through AskGamblers.

There was never any intention to delay your payment.

It was stuck due to a technical issue and it was reprocessed today.

You should have received the funds by now already.

Kindly confirm so we can resolve your complaint.

Best regards,
SvenPlay team

AskGamblers
Posted on December 23, 2020

Dear @deanstacey,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind 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.

Posted on December 23, 2020

Thank you the money has been sent via skrill.

HOWEVER Svenplay state here the money was stuck pending for 10 days due to a glitch. But this is in contrast to the chat agents (You have screengrabs of this) where they state minimum withdrawal is 100 euros and that was their policy even though it isn't in their Ts and Cs. Please can you clarify why this was stated?

I also emailed finance 4 days ago to chase this and no1 got back to me.....

Posted on December 23, 2020

Dear DEANSTACEY,

The request as explained got stuck due to a technical issue.

If the minimum withdrawal was 100 euros you would not be able to request yours, for the amount for 60 euros.

For more information please contact our support.

The subject of this complaint is a delayed payout, which you confirmed had been already received.

Best regards,
SvenPlay team

Posted on December 23, 2020

I chased for 10 days. Your support told me the payment was not processed as minimum withdrawal was 100 euros! I emailed you about this and was ignored.

Why did your support tell me this? (I supplied screengrabs to askgamblers).

I appreciate the withdrawal has now been processed but it has taken me to start a complaint against you and I still have no clarity on why your support is giving out false information.

Posted on December 23, 2020

Dear DEANSTACEY,

Kind reminder that the subject of the complaint is "Unjustly refusing withdrawal for days".

The withdrawal has been paid.

Kindly contact our support for more information about our site.

@AskGamblers please proceed with your actions.

We do not have anything more to add in this case.

Best regards,
SvenPlay team.

Posted on December 23, 2020

Your support told me the minimum withdrawal was 100 and tried to get me to deposit more money. Why would i contact them when this is the only portal you have replied to me on (Email to payments still hasnt been replied to and it's been 5 days).

So original complaint also sought clarity on why I was told the minimum withdrawal was 100 euros when you are now claiming the withdrawal was pending due to a technical glitch. Why are you refusing to supply clarity on this?

Posted on December 23, 2020

Dear DEANSTACEY,

We do not think asking you several times to contact our support is "refusing to provide" clarity.

On the contrary.

As explained before, every complaint has a subject and we stick to those rules.

We replied to your complaint and we paid out your request.

We really do not understand the reason you insist. Do you believe that we wanted you to deposit another €40 and then what?

@AskGamblers we know that you keep track of this complaint as you replied very fast the first time.

We kindly ask you for the third time to resolve this, as customer's request has been paid out.

Best regards,
SvenPlay Team

AskGamblers
Posted on December 23, 2020

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.

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