Unjustly refusing withdrawal for days

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.

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,

<full name removed>

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.

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.

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

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.