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Svenbet - Stalling on account verification for well over a week now

ABGELEHNT
Beschwerde-Info
Unseriöses Casino Svenbet
Grund Verifizierungsprobleme
Betrag € 3600
Marcel1980 Niederlande
Veröffentlicht am 8. Juni 2019

Hello,

I did send all documents, last process was a selfie including ID. I send it the same day, this was 8 days ago. No replies to emails to support. Very rude via chat; they just stop the chat if you also ask them how reliable Svenbet is. I see more complaints here and more websites.

My balance is now a little bit over 3.600 euro of which 2500 euro deposits. Profit is from casino, I also played sportsbook but lost my profit via sportsbook on purpose because otherwise they will tell askgamblers it is not casino related.

Askgamblers; this casino, Svenbet, is not telling the truth! I want my money, profit via roulette. Why do you give this casino a 7? People think it is a good casino, but it is terrible and I do believe they steal money from customers. You should warn new customers.

Regards,

Marcel

Veröffentlicht am 10. Juni 2019

Dear customer,

We are sorry for your complaint and dissapointment.

Svenbet related team will review your request and we will get back to you as soon as possible.

Kind Regards,
Svenbet Team

Veröffentlicht am 11. Juni 2019

Dear customer,

We would like to inform you that your account is now verified.

In order to comply with KYC and AML policies, there might be a delay prior to complete verification process.

We apologize for this delay, however further investigation may be necessary to all accounts for security purposes based on our T&C's.

Kind Regards,
Svenbet Team

Marcel1980 Niederlande
Veröffentlicht am 14. Juni 2019

Hello Svenbet,

Svenbet uses gambling license of campeonbet.
I used campeonbet in the past (not even a year ago). Same emailadress and credit card for withdrawals.
Svenbet even used the name of campeonbet on my credit card statements for deposits at Svenbet (see picture).

I did a withdrawal of 1.000 euro and want my money. I do not trust Svenbet because of other complaints and late payments via my campeonbet account.

You still did not approve my withdrawal request of 2 days ago.
Via chat you confirmed it takes 2 days to receive my money.
I do believe you delay payouts on purpose.

Askgamblers; profit is won via roulette.

When will I receive my money?

Marcel1980 Niederlande
Veröffentlicht am 14. Juni 2019

Askgamblers; could you please make all pictures private?

Veröffentlicht am 17. Juni 2019

Dear customer,

We would like to inform you that we can discuss all your queries regarding your Svenbet account.

If you wish to discuss about any other account of other company you need to contact the related page.

Regarding your account, your initial complaint was regarding your account's verification.

We have informed you that your account got verified after we received all the necessary documentation.

Regarding the pending withdraw request, it is already under review as per normal and we will do our best to complete the review as soon as possible.

Kind Regards,
Svenbet Team

Marcel1980 Niederlande
Veröffentlicht am 17. Juni 2019

Why does svenbet use the company name campeonbet for payment description on my creditcard statement for deposits to svenbet? Same licence, same company.

Why do you need a week to confirm a wihdrawal?

Why do you not reply to e-mails within a few days?

I want my money, show me and askgamblers and other visitors svenbet is a reliable company.

AskGamblers
Veröffentlicht am 21. Juni 2019

Dear Svenbet Casino,

Please let us know if there's some update regarding this case.

Veröffentlicht am 21. Juni 2019

Dear customer and AskGamblers,

We have contacted our customer regarding his pending requests.

We will soon reach a solution.

Thank you for your interest.

Kind Regards,
Svenbet Team

Marcel1980 Niederlande
Veröffentlicht am 21. Juni 2019

Dear askgamblers,

It looks like svenbet will solve this.

I really hope svenbet shows they are professional and reliable and make sure I have the full amount of app 3600 euro on my account soon.

Thank you in advence Svenbet!

Veröffentlicht am 24. Juni 2019

Dear customer and AskGamblers,

Your withdrawal request has been processed successfully from our side.

You can close the case as soon as customer confirms the receival of his funds.

Best regards,
Svenbet Team

AskGamblers
Veröffentlicht am 24. Juni 2019

Dear @Marcel1980,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Marcel1980 Niederlande
Veröffentlicht am 24. Juni 2019

Hello Svenbet,

I did receive my withdrawal of 1.000 euro today.

This means you still have to pay 2.606 euro.
Please approve my second withdrawal as well ASAP, so I can request my third and fourth withdrawal as well because maximum is 1.000 euro per withdrawal.

I placed this complaint also because of very bad experience with campeonbet.
Svenbet mentioned campeonbet instead of svenbet on my creditcard statements for the deposit description.
I still do not know why because I dont get a reply; via livechat I was informed it is a different company?

Svenbet, please approve my second withdrawal as well and I kindly ask you to refund the 30 euro you deducted because I published a complaint.
I have a very good reason because of my campeonbet history.

Thank you in advance svenbet.

Askgamblers; please remove this complaint if I received the other 2606 euro as well. Or will svenbet really refund the 30 euro because they realize it is strange to use campeonbet?

Veröffentlicht am 25. Juni 2019

Dear @AskGamblers,

This complaint was about a pending withdrawal, which our customer confirmed it was paid and he received the money.

We kindly ask you to close the complaint.

Thank you in advance.

Best regards,
Svenbet Team

Marcel1980 Niederlande
Veröffentlicht am 25. Juni 2019

Dear askgamblers,

I only received 1.000 euro of the total 3606 euro so far, this is 28%.

If they approve my second, third and fourth withdrawal as well, it can be solved this week.

I published this complaint because I see campeonbet on my creditcard statement for deposits to Svenbet, svenbet refuse to explain why.
I had very bad experiences with campeonbet, not even a Year ago.
Svenbet also charged 30 euro for this complaint.
Please do not close this.

Svenbet; please approve my second withdrawal today, so I can request the third one. Thank you in advance.

Veröffentlicht am 25. Juni 2019

Dear customer,

The subject of your complaint is "Stalling on account verification for well over a week now". This issue has been resolved long ago.

Also your pending request was resolved yesterday.

Your new request, as you already know , is within our time frames for processing.

"I published this complaint because I see campeonbet on my creditcard statement for deposits to Svenbet, svenbet refuse to explain why":This is not a complaint and will be replied via our customer support agents to your registered email address.

@Askgamblers please close this complaint.

Best regards,
Svenbet Team

Marcel1980 Niederlande
Veröffentlicht am 25. Juni 2019

I asked this question already ten times, do you realize this?

Complaint is clear; I want my 2606 euro ASAP, because I am not happy with your service.

Please approve my second withdrawal of 1.000 euro today.

If I have the total amount of 3606 euro I will be professional and inform askgamblers it is solved.
But it is not solved at the moment.

Veröffentlicht am 25. Juni 2019

Dear @AskGamblers,

Waiting for your reply.

Best regards,
Svenbet Team

AskGamblers
Veröffentlicht am 25. Juni 2019

Dear @Svenbet Casino,

Please be informed that AskGamblers Complaints Team will close complaint as Resolved, once the player confirms that s/he has been payed in full and payment/s received.

Please let us know if there's some update regarding the payments in question.

Thanks for your cooperation.

Marcel1980 Niederlande
Veröffentlicht am 25. Juni 2019

Svenbet;
You promised a reply via support department, this did not happen. No surprise of course.

“I published this complaint because I see campeonbet on my creditcard statement for deposits to Svenbet, svenbet refuse to explain why.
I had very bad experiences with campeonbet, not even a Year ago.”

You clearly don’t appreciate this question but because of terrible service of campeonbet this is very important for me.

Askgamblers;
Thank you for not closing this complaint.
Still 2606 euro to be paid, but they did approve Second withdrawal, not received yet.

Veröffentlicht am 28. Juni 2019

Dear customer,

As we have already explained to you, this complaint is about Account verification delays, according to you, an issue that has been resolved long ago.

Apart from that, all of your payment requests have been processed within our Company’s time frames, which you accepted upon your registration.

As for all of your other questions, regarding Campeonbet or any further issue that you may have will be replied via our customer support team as soon as your ticket comes up on the queue.

@Askgamblers we have already informed you extensively about this particular case. We request for this complaint to be closed, and/or explain to us why this complaint still remains open, as based on our understanding the issue relating to verification (as the title of the complaint suggest) has already been solved. Otherwise, you can leave this complaint open, since we have been complying with our Terms and conditions regarding the verification and withdrawal procedure. Unfortunately, it may be the case that this customer returns once again to the same complaint with another 'issue' that has no relation with his account verification, which will force us to reply once again within a 90 hour frame, and this exact scenario will repeat itself over and over again.

P.S: This customer has been paid all of his withdrawal requests within our time frames. Also as customer is also mentioning his payment issues with Campeonbet, all of his requests have been processed again within the time frames of their T&C’s.

P.S2: The customer still has not contacted our regulator regarding all of his issues with our Company, which shows the invalidity of his claims.

Best regards,
Svenbet Team

AskGamblers
Veröffentlicht am 28. Juni 2019

Dear @Marcel1980,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Marcel1980 Niederlande
Veröffentlicht am 28. Juni 2019

Dear Svenbet,

I still did not receive my second withdrawal of 1.000 euro from 24th June.
You only approved it.
Via livechat you informed me it will take two working days. This is not correct.

Please pay this today, thank you.

Because you did not pay this yet, I cannot fill in my third withdrawal.

Veröffentlicht am 28. Juni 2019

Dear Marcel,

This complaint is about your verification procedure, which has been resolved long ago.

Thank you for your cooperation.

Regards,
Svenbet

Marcel1980 Niederlande
Veröffentlicht am 28. Juni 2019

Ps: svenbet, how do you know campeonbet paid me on time?
According to your livechat this is a different company.
Therefore I was surprised to see campeonbet on my credit card statement for payments to svenbet.

I do believe we have a solution, therefore I kindly ask you to pay my second withdrawal of 1.000 euro ASAP.

Thank you.

Veröffentlicht am 28. Juni 2019

Dear Marcel,

This complaint is about your verification procedure, which has been resolved long ago.

Thank you for your cooperation.

Regards,
Svenbet

Marcel1980 Niederlande
Veröffentlicht am 28. Juni 2019

Please pay my second wihdrawal, your support service told me it will be paid within two working days via live chat.

I also want to request my third withdrawal, this is not possible now.

You can easily solve this if you pay me.

I will inform askgamblers immediately after I received my money.

Veröffentlicht am 28. Juni 2019

Dear Marcel,

This complaint is about your verification procedure, which has been resolved long ago.

Thank you for your cooperation.

Regards,
Svenbet

Marcel1980 Niederlande
Veröffentlicht am 28. Juni 2019

Why don’t you pay me on time?

That is the issue.

Askgamblers; can you change the topic?

Svenbet; you can easily solve this if you really want.

Veröffentlicht am 28. Juni 2019

Dear Marcel,

This complaint is about your verification procedure, which has been resolved long ago.

Thank you for your cooperation.

Regards,
Svenbet

Marcel1980 Niederlande
Veröffentlicht am 28. Juni 2019

Askgamblers:
This is the problem with svenbet.
They do not reply to questions and don’t pay me on time as they informed me via chat.

Svenbet;
When will you pay my second withdrawal?
Please reply.

Veröffentlicht am 28. Juni 2019

Dear @AskGamblers,

This is the problem when you keep a complaint open without any real reason and without any proof by the customer.

We are waiting for your reply @AskGamblers and your action to remove this complaint or resolve it.

Have a nice weekend.

Regards,
Svenbet

Marcel1980 Niederlande
Veröffentlicht am 28. Juni 2019

Svenbet; the picture is the proof, not paid yet.
When will I receive my money?
You also try to delay my third withdrawal?

Askgamblers;
Svenbet can easily solve this and pay me. Why does this not happen?

Marcel1980 Niederlande
Veröffentlicht am 1. Juli 2019

Svenbet,

Also today no payment.

When will I receive my second withdrawal of 1.000 euro?

New withdrawal is also not possible, why?

Veröffentlicht am 3. Juli 2019

Dear @AskGamblers and customer,

We have informed you both via email regarding this complaint.

@AskGamblers waiting for your actions.

Regards,
Svenbet

Marcel1980 Niederlande
Veröffentlicht am 3. Juli 2019

Dear askgamblers;

< offensive content removed >

Please warn new customers for this company on your homepage.

You should not rate this company with a 7.

< offensive content removed >

AskGamblers
Veröffentlicht am 3. Juli 2019

Dear @Marcel1980,

Please keep in mind that AskGamblers Complaints Team maintains zero tolerance towards verbal aggression or any other kind of behavior which could be considered as offensive. Please refrain from using abusive epithets from now on, otherwise it may result in your current complaint being rejected.

Thank you for your cooperation.

Veröffentlicht am 3. Juli 2019

Dear @AskGamblers,

As we have already informed you and the abusive customer, we were forced to apply our Term 12.10.(i) due to the extensive use of VPN that our Risk team detected on most of his interactions with our company.

We therefore kindly request you to close the complaint.

Regards,
Svenbet

AskGamblers
Veröffentlicht am 3. Juli 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Svenbet Casino management in regards of this complaint to confirm and justify the casino actions. The player used VPN and by that act breached casino term #12.10

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”) 

In addition, AskGamblers Complaints Team is considering the behavior demonstrated by the player to be incompatible with AGCCS standards for an honest, just and respectful manner of communication during the complaints process. Such behavior is considered as a direct breach of the Terms & Conditions associated with AskGamblers Complaints Service.

Based on all the above, complaint is being rejected and officially closed.

AskGamblers
Veröffentlicht am 26. Oktober 2020

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Svenbet Casino management in regards of this complaint to confirm and justify the casino actions. The player used VPN and by that act breached casino term #12.10

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”) 

In addition, AskGamblers Complaints Team is considering the behavior demonstrated by the player to be incompatible with AGCCS standards for an honest, just and respectful manner of communication during the complaints process. Such behavior is considered as a direct breach of the Terms & Conditions associated with AskGamblers Complaints Service.

Based on all the above, complaint is being rejected and officially closed.