Responsible Gaming tolls not functioning causing me a €1,400 loss

AskGamblers Complaints Team has been provided with sufficient information and reasonable grounds in regards of this complaint to confirm the fact that Svenbet Casino acted in full compliance with their Terms & Conditions. After thorough investigation of all requested emails and chats correspondences exchanged between the player and Svenbet Casino team, it is clearly visible that the player never requested self-exclusion or reported that Time-off option on the website didn't work.

Based on the above AskGamblers Complaints Team consider the case as resolved and it being officially closed now. In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body.

Dear customer and askgamblers team,

All the necessary evidence is already sent to Askgamblers team and we expect Askgamblers team to come to a verdict.

Kind Regards,
Svenbet Team

Thank you so much for finally getting my complaint answered by a lawyer or compliance manager. It is a great honor for me. Unfortunately, I didn't graduate from law school like most of the visitors to askgamblers. Therefore, I will try to cross out all of the above in one sentence. Dear Svenbet team, where in your terms is the version and date of publication indicated? After all, everything you give in the arguments above, you could be added yesterday. Oh, come on.

Unfortunately, now Svenbet's rhetoric has moved to one.

I had to, I didn't.

You write about what I did not report to the chat about the problem, it's a lie. I reported, unfortunately I did it in Russian while communicating with Agent Anastasia. But the second chat agent Jack makes it clear that the function does not work, and that I have to contact the chat room. So the question is, why isn't there such a message on the timeout page, that unfortunately you can't make a restriction on your own and contact support? Why does it say that I can restrict access by myself?

I'm very sorry that you had to make this feature a working one and that now your players will be able to restrict access to your site on their own, at least as long as my communication with you is going on.

Dear Askgamblers team,

We would like to inform you that responsible gambling issues are definitely a high priority for us and under no circumstances we leave such cases unresolved. 

Customer never reported an indication of gambling problem to Svenbet customer support. His closure request was not related to responsible gambling issues. If he had reported that or that he wanted to apply for a Time Out closure, we would have never re-opened his account until Time Out period is elapsed.

Please find below the relevant terms that customer accepted upon his registration.

"5.2 Should You wish to make a complaint regarding the Services, as a first step You should, as soon as reasonably practicable, contact Customer Support Services about Your complaint, which will be escalated as necessary within our Customer Support Services team until resolution."

"11. Collusion, Cheating, Fraud and Criminal Activity

11.1. The following practices in relation to the Services:

a) abuse of bonuses or other promotions (as defined in paragraph 11.4)

b) using unfair external factors or influences (commonly known as cheating)

c) taking unfair advantage (as defined in paragraph 11.4);

11.4. For the purposes of this paragraph 11:
a) A "fraudulent practice" means any fraudulent activity engaged in by you or by any person acting on your behalf or in collusion with you, and shall include, without limitation:
- fraudulent charge-backs and rake-back activity;
- the use by you or any other person who was participating in the same game as you at any time, of a stolen, cloned or otherwise unauthorized credit or debit card, as a source of funds;
- the collusion by you with others in order to gain an unfair advantage (including through bonus schemes or similar incentives offered by us);
- any attempt to register false or misleading account information;
- any actual or attempted act by you which is reasonably deemed by us to be illegal in any applicable jurisdiction, made in bad faith, or intended to defraud us and/or circumvent any contractual or legal restrictions, regardless of whether such act or attempted act actually causes us any damage or harm.
b) An "unfair advantage" shall include, without limitation:
- the exploitation of a fault, loophole or error in our or any third party's software used by you in connection with the Services (including in respect of any game);
- the use of automated players ('bots'), or other 3rd party software or analysis systems; or
- the exploitation by you, of an 'Error' as defined in paragraph 18, in any case either to your advantage and/or to the disadvantage of us or other.
Where such problems cause a game to be interrupted in circumstances where it cannot be restarted from exactly the same position without any detriment to You or other players, we will take all reasonable steps to treat You in a fair manner (which may include reinstating the balance on Your Account to the position existing following completion of the last bet or game logged on the Operator’s server immediately prior to the occurrence of the problem)."

"12.5 Where You have closed Your Account, we may in certain circumstances be able to re-open Your Account with the same account details as before if You request us to do so. In such circumstances, while Your Account will have the same account details as before, it will be subject to the Terms of Use which are in force at the date of any such re-opening and any prior entitlements (including, but without limitation, to bonuses or contingent winnings) will no longer be valid."

Also, according to customer's claim, customer was aware of the error on his Time-Out section since the moment he created his account, though he decided not to share it with Svenbet Support Team but to keep it intentionally hidden so he can use it in case his winnings were lost.

"17. IT FAILURE

Where problems occur in the software or hardware used by us to provide the Services we will take all reasonable steps to remedy the problem as soon as reasonably practicable. Where such problems cause a game to be interrupted in circumstances where it cannot be restarted from exactly the same position without any detriment to You or other players, we will take all reasonable steps to treat You in a fair manner (which may include reinstating the balance on Your Account to the position existing following completion of the last bet or game logged on the Operator’s server immediately prior to the occurrence of the problem). Where we have reason to believe that you intentionally made use of a technical error, loophole or error in our or any third party's software, used by you in connection with the Services, to your advantage or disadvantage, prior of any notification to us, Company does not hold any responsibility and reserves the right not to compensate or refund players."

All the necessary evidence is already sent to Askgamblers team and according to the above T&C’s, this complaint should be rejected. We expect Askgamblers team to come to a verdict.

Kind Regards,
Svenbet Team