SvenPlay Casino Complaints

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.

Hello,

A month ago I opened an account with SvenPlay. I won € 218. After that, I made a deposit of € 25 by Neteller. After that I submitted verification documents in the form of pictures of my national ID card (front and back), 2 proofs of address and a screenshot of the Neteller. My account was verified after that. My balance now is € 243 and I can't withdraw it from the 29th of June. SvenPlay rejected the withdrawal 2 times. I sent them a selfie with my ID. It was accepted. After that, my new withdrawal was canceled again. The support team asked me to send an additional document in order to verify my registered mobile number. I did it and the document was accepted. My account is fully verified now. Five days ago I made another withdrawal request and I haven't received it yet. I told about that to support and received the next message:

"Dear Janos,

We understand that waiting for the review of your withdrawal can be frustrating, and we apologize for any inconvenience caused. As the process is being handled by another department, we regret that we are unable to provide you with a specific timeframe for its completion. We kindly request your patience during this time, and we assure you that as soon as there is an update, you will be promptly notified via email. Do not hesitate to contact us in case you need any further help. Have a good day. Kind regards,"

Before asking for my first withdrawal I send ID, bill, Neteller screenshot, after I received an email confirming account verification, then I asked for a 1000usd Neteller withdrawal which was declined asking for ID with a selfie, I sent that document too.

I asked for another withdrawal 21/06 which will be handled after 2 working days, I'm still waiting. They respond my case is under internal verification and there's no timeframe to resolve that.

Hope you can contact svenplay support and resolve this payment delay. Thanks!

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

My issue started with Svenplay casino on 02/06/2023 after I finished the required wagering and I submitted a withdrawal request ( 179 euro ) on 03/06/2023. I try to withdraw rest of funds 327 euro 07.06.2023, but I receive an error withdrawal limit had been reached. Error comes away if I cancel pending 179 euro withdraw or booker pays it. So my total ask for payouts is 508 euro. Anyhow, verification was finished by the last year and updated month ago with selfie.

On daily bases I was sending them emails regarding my withdrawal, since 05/06/2022 but unfortunately it is still pending. Today 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. Because I have earlier delays withdrawing with very difficult KYC and have info withdraws go faster after this process. It should be.

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.

I send documents to my withdraws attach+verification documents list + chatbox info withdraws time.

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

All my documents where sucessfully uploaded and approved by the casino. I received one payment of 950 euros and after that they keep cancelling my withdrawals. They now ask for an official bank statement with iban. This has been uploaded and emailed to them several times. I will also attach it here. I now have 4001.28 euros in the account left.

I started playing with Svenplay in december i think. I took the weekly sports reload bonus about 5 times during december and january. I made net deposits of about 2000 eur and won a bit money sport betting, so my account balance rose to about 4k eur.

Then I started to withdraw my funds and they wanted 3 additional kyc documents which all were accepted soon. Then I made a withdrawal early february and got an email that my withdrawal is rejected and 2508 eur of my funds are now taken from me and a long list of rules copied from their site. I asked what rule i did break but they just claimed that the decision is final and nothing is doable.

I could manage to get the rest of the balance back, but at the moment they are holding my 2508 eur. I have not broken any of those rules on the list and they did not specify what and how I have done something wrong. I did wager every reload bonus as the bonus rules stated and few weeks before the incident I had cleared all bonus wagering requirements fully.

They were reluctant to give me any answers why this happened or what did i do wrong apart the long list of rules. I attached a pdf of our email communication for you to see.

So, I hope that you can help me to get my funds back!

Thank you in advance.

Hello,

I signed up for an account at SvenPlay Casino in May 2021. After making several deposits in September 2022 using my MuchBetter wallet, and playing for a while, I was able to win a total amount of 4.767,52 € on 24.9.2022 to be exact.

I then requested a withdrawal of 1.000€ via MuchBetter (same payment method I used to deposit with), which was cancelled and I was asked to send in my KYC documents, which I did.

This process took several days because new documents were requested one at a time. Having uploaded the following documents:

- my national ID (both sides)

- my driving license (both sides)

- pictures of myself holding the ID next to my face (several ones)

- screenshots of my MuchBetter in-app details and transactions

- recent bill of my mobile phone provider showing my name, address details, and phone number I used for signing up

I then tried to request another withdrawal, which was again cancelled, followed by this e-mail: "Dear Customer, We would like to inform you that your withdrawal has been cancelled by the payments department and the amount is available in your account. Furthermore, the withdrawal option on your account has been temporarily suspended and your account shall be reviewed by the relevant department for security reasons. We kindly request your patience as we are not able to provide you with an exact time-frame. Please accept our apologies for the inconvenience and thank you for helping us maintain a high level of security. Do not hesitate to contact us in case you need any further help. Have a good day."

I received this e-mail on 03.10.2022, but no progress has been made ever since. To this day, I still can't request a withdrawal. I've emailed the Casino several times since then, but am basically just getting told to wait while they're 'forwarding my comments to the relevant department'. This has happened 3 times since 03.10.2022, but no further progress has been made. If I can provide any additional information to help solve this issue I will be happy to do so.

In August this year I opened an account with Svenplay. I quickly submitted verification documents in the form of pictures of my national ID card (front and back), proof of address, and photos of the debit card that I had used to deposit and I was told that my account was verified. Then in October I made a withdrawal request and something strange happened: the money disappeared without warning. I complained and it was returned to my account. They stated that a "technical error" had caused the bizarre phenomenon.

I then made another withdrawal request and they rejected it and asked for selfies of me holding the ID card. I complied and made another withdrawal request. They then cancelled the withdrawal again and requested additional ID in the form of a passport or driver's license and a document from my mobile provider. This was a problem as I don't drive and I didn't have a passport. I protested but eventually I got a passport. They also stated that given the fact that I am a prepaid customer I should send a screenshot from my mobile provider's app showing my name and cell number (as I had stated that prepaid customers don't get any documentation from mobile providers).

Getting a passport was a severe inconvenience as it can take up to 8 weeks but I got one and as soon as I did I made yet another withdrawal request on the 7th of December. This time they again cancelled the withdrawal request with no warning. I just noticed by accident when I thought to just check my account. I double checked my emails and there were no emails from Svenplay. I went to the live chat and they stated that there was a "misunderstanding" with the verification documents and that I can make another withdrawal request. They also confirmed that my documents are now verified. This is unfair. I asked them to expedite the process but no affirmative answer was forthcoming. According to them withdrawals should take up to 72 hours, yet this happened about 49 hours after my withdrawal request. Please note that this is a withdrawal I've been trying to get since the beginning of October. In the live chat they confirmed that the documents were verified (multiple pictures of the passport with corresponding selfies, the same with my ID, and pdfs of my Bank statement and tax registration as proof of address). I'm wary that this is just a tactic by them to delay my withdrawal and I'm asking you to help make sure that the withdrawal is processed this time, and if possible speedily. Another 72 hours (possibly excluding the weekend) would be a great inconvenience but another technical error or new demands is what would be utterly unconscionable. I really needed the funds in October and waiting further every time there's a problem is just too much to take. I also believe that these "technical errors" are a mere attempt to delay and get me to eventually lose my winnings. Who's to say this won't happen again so as to make me wait yet another 72 hours? I believe that if you look at my case holistically it's apparent that Svenplay are acting in an unseemly manner and it's questionable whether the technical error that happened before they started asking for additional documents, or the "misunderstanding" that happened today are even real. Please help me to eventually get my winnings after over two months of waiting. I've attached screenshots from my latest chat with them and I would happily provide all correspondence with them if asked.

Svenplay have been deliberately stalling my withdrawal and account closure.

I am fully verified by the casino (proof in email from the casino).

I had not played at the casino in almost 7 months and am having to move to my mothers home country following her death. Svenplay do not allow players in this country so I logged in to withdraw and they have kept stalling me. I requested my account to be closed on over 5 occasions both on chat and via email. They ignored this and as a result I almost lost the 600 euro balance on roulette but actually got it to 1,900 euros.

Svenplay then requested more proof of address documents and screenshots showing deposits into my skrill and more selfies with ID. I provided all this. However svenplay keep reversing my withdrawals and have still not closed my account.

The responses from the support email seem to be from multiple people and my requests for a manager or legal to contact me have been ignore.

I have made clear I want my balance returned and account closed as I will not be able to access it from Nov 1st. Svenplay have now fallen silent.

I desperately need a mediator at this personally distressing time.

(I have attached all evidence, I have more but it would not upload, please email me if you need more)

Hello Sir,

I want to raise the issue about my delayed payment in this casino.

I deposited USD120 and I am now withdrawing USD370. When I go through their term and condition they stated that maximum time for withdrawal is 72 hours, but now it's more than four days my withdrawal is still pending and while I try to contact them they are not even contacting on live chat. Hours and hours of waiting but still not connected on live chat and when I try to mail them on their support they are just saying that we drawl will be processed in 72 hours and they are not giving any satisfy three answer. And now they have also stopped replying me.

Please help I need my with drawl to be processed by the casino as soon as possible. Thanks.

Also I want to clear that Sir I have passed the verification process also I have provided all relevant documents like proof of payment identity and proof of address my account is fully verified still still there is a delay in my payment.

Hey. I have been trying to withdraw my winnings from this casino for a month now. They are deliberately delaying the matter. Every time I try to make a new withdrawal they ask for a new document. And this same goes on all the time. This is also experienced by other players. I heard that you can get help with this scam here.

Hello,

They are scammers and they are trying anything to confiscate my winnings and also my deposit of 25€ (which was the highest minimum for a deposit I ever seen).I won last Monday the 16th of this month from their weekly promotion Lucky wheel which give between 10 to 100 freespins on the game Hotline 2.

I won from these freespins and I regret this a looooot!

I wagered the amount according to their Terms and Conditions and I also deposited 25€ via Skrill to be able to activate the withdrawal section. I then wagered the deposit respectively and didn't breach any rules. I wasn't able to submit a withdrawal and they said that I have to send documents first. Which I did.

They were only checked after way more than the prescribed timeframe for verification of 72h as per their Terms and Conditions. This is a breach of their T&Cs. I was able then to submit a withdrawal and after 24h they ask again for documents : Selfie with ID and Proof of my own Funds used to deposit into my Skrill account!!

I did like I didn't see anything and provided them in short time with all the documents. They approved them hours after. And I submitted again a withdrawal of 135€.

They let me wait from last Friday the 20th till today they cancel my withdrawal and now read carefully please, they are asking for :

- An official document issued from your mobile provider, stating your full name and mobile number used upon registration.

I'm done with this hustlers, they are confiscating and scamming in day light. I don't have this document as i have just a prepaid number which i bought from a kiosk 3 years ago ! And why in the world would they need something like ??? They verified my ID and my Face and they verified my address and my bank statement, they verified also my payment method and my proof of funds. Now what ?? And what tells me they won't ask again and again for documents and each time they cancel your withdrawal they tell you provide document and after that they tell you ok so wait again 72 hours!

Now they are confiscating my own money which I deposited upon their request so I can be able to withdraw and also my winnings from their promotion.

I want my right to be taken and I want measures to be applied on this scam website. I look forward for a fast reply.

I attached all the needed proofs which clearly shows that they are confiscating without any right.

Thanks in advance.

I have requested a withdrawal four times on Svenplay, with each attempt ending up being rejected. The first three times I was asked to provide additional documents for KYC process, which I then provided and those were accepted. The fourth time though, when I requested a withdrawal, it was soon declined and I received an email shortly after saying the following:

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount is available in your account.

Furthermore, the withdrawal option on your account has been temporarily suspended and your account shall be reviewed by the relevant department for security reasons.

We kindly request your patience as we are not able to provide you with an exact time-frame.

This email was received on 7th of April. It has now been couple days short of a month, and no progress has been made.

I have asked twice via email about the status of the check on my account, and each time I have pretty much been told to wait on. I'm all for handling the security issues seriously, but I'm starting to think the check on my account has already taken unreasonable amount of time and at this point it feels that the casino is just trying to stall my withdrawal as long as possible so I would possibly spend the winnings before I can withdraw them.

If there is any additional information I can provide in order to solve the issue I will be happy to do so.