Sverige Kronan Casino

Hello! I am writing to you because of a complaint I have with the Bethard Group. Let me take it from the start and describe everything in detail: *On 2016-04-06 I sent an email to 2 betting companies within the Bethard group, Bethard and Oddsautomaten, informing them of my huge gambling addiction and that I therefore wanted my account at their websites to be closed forever without any chance of ever re-opening it in the future. *Both replied the same day 2016-04-06 acknowledging my emails. Oddsautomaten said that my account was now permanently closed and that they would never let me bet with them again in the future as you can see in the attached documents. Oddsautomaten even wrote “Thank you for contacting Sverigekronan and sharing this information. We take gambling related issues very seriously and I want to start with confirming that your account now is closed according to your request. Your account has been closed permanently, which means that you do not have the possibility of activating it again in the future.” Notice that they actually wrote Sverigekronan in their email! For me that is case closed. Bethard wrote that they couldn’t find my account but as soon as they found it, they would closed it permanently. However both were aware of my huge gambling problem and that I wished never to bet with them again. *On 2016-06-21 I opened an account at Sverigekronan, without knowing they were in any way related to Bethard and Oddsautomaten, and made my first deposit. I then uploaded my documents to verify my identity through their website. They passed the verification process and allowed me to make several deposits on four separate days between 2016-06-21 to 2016-07-10. They did this while being aware of my gambling addiction through the emails I had sent to Oddsautomaten and Bethard and considering the response I received they cannot claim that they weren’t aware. After I made my final deposit and lost everything I closed my account with them the very same day on 2016-07-10. It went 19 days from me opening the account until I closed it myself without them intervening in any way to stop me from depositing and losing all of my money. Instead they verified my identity and allowed me to deposit more and more money! *On 2016-10-12 I noticed on my Skrill account that the name on the deposits I had made to Sverigekronan was under the name “Bethard Group”. When I checked my emails I had in fact sent the very same email to 2 companies within the Bethard group as I’ve wrote earlier. I then tried communicating with them without any success as you can see in an attached document. They wrote that they asked me to verify my information and that I never replied after that. However, the fact is that hey wrote to me from Oddsautomaten/Sverigekronan saying that my account at Sverigekronan was permanently closed without any chance activating it again. Surely my first email 2016-04-06 asking them to close my account along with their response from Oddsautomaten/Sverigekronan is enough to conclude that they need to return all of my money? Final thoughts: From now on I will be fully committed to retrieving every single penny that I deposited to Sverigekronan because I have a bulletproof case in my eyes. How could they while confirming that my account is closed and will never be re-opened later allow me to open an account at Sverigekronan, verify my identity and then allow my account at Sverigekronan to be active for 19 days until I closed the account myself? Please let me know if you need anything else but so far I have attached: *Email to Oddsautomaten and their response. I have also attached a translation. *Email to Bethard and their response. I have also attached a translation. *Deposits from my Skrill account to their Sverigekronan/Bethard Group. *Email to Sverigekronan with my complaint and their response. I have used the same name, email address and phone number on all the accounts. Please do not publish the screenshots on the complaint thread since these contain some personal information. I really hope that with your help we can solve this because surely I am in the right. Thank you!

COMPLAINT - SVERIGE KRONAN CASINO I writing this complaint because I feel I have been wrongly accused of absusing the casinos bonuses/free spins and therefore been declined a payment of winnings 13 700 SEK. Here are some background info: I think I started playing at online casinos and videoslots regulary for about 2 years ago. I have opened many accounts on different casinos, but I have NEVER opened more than 1 account at one casino. I love online casinos and I always check out new and old ones, it´s a jungle out there, more casinos than I can count and I am a member with many but have found my favourite casinos and obviously they get most of my time and deposits even though I play at others but much more seldom. I am (was) a registered member at Sverige Casino, Sverige Kronan, Bethard and other casinos which all are in the same company, as we in Sweden call sister casinos. Maybe you have that expression to in english. Almost all casinos (including the listed casinos above) have some bonus offer and welcome offers regarding free spins or matching deposits. Regarding the casinos I mentioned offered free spins when sign up. Of course I used my free spins when I first open the account to try out and look around the casino. One of those casinos, Sverige Casino, I have made some deposits to, but I never managed to win so I could make a withdrawal. I have never deposit money at Sverige Kronan. I often get offers (to my e-mail) from among others, Sverige Casino and Sverige Kronan regarding free spins and so on. Ok, so now to the issue with Sverige Kronan. I received an offer to my e-mail yesterday due to their update of their webpage, that if I change my password you will receive some free spins. So I did and received 10 free spins and I win about 80 SEK, the highest I won from free spins at these casinos within the same company. They have a wagering requirement of x 40 and I manage to do so. I was overjoyed . I had somewhere between 13 000 - 14 000 SEK. I then made my first deposit of 300 KR which I played trough at least 1 time according to their rules and won some more. I decided then to make a withdrawal of the amazing sum: 13 700 SEK. I was so very happy so I can´t describe the feeling, this money would help me a lot due to personal matters. I got confirmation that my withdrawal was a success. After a while I checked my pending withdrawal, but the sum was now back on my players account. I tried to make a new one and confirmation with success appeared. I e-mailed support and wondered why and she said that they first has to get documents to verify my account. So I did and I could read at my account that my documents had been approved. After that I checked pending withdrawal and it said -0kr. I started the chat on their webpage and asked about the problem and he said that "they" are looking in to that right now and should be fixed shortly. I also asked if I could expect my money on my personal account shortly as well with a smiley, and he answered that they would be. Never the less, shortly after I received an e-mail from Sverige Kronan that the withdrawal has been cancelled, the money are confiscated and they have closes ALL my accounts within the same company. The argument I get, with a referral to a paragraph in their terms and conditions, is that I have opened accounts within the same concern/company to benefit and abuse bonuses and free spins. How can they claim that I opened accounts to abuse their bonus system. Any player should have the right to open how many accounts you´d like. To try out and see if I like the casino. These casinos were not among my favourites even from the beginning but I still have made some deposits at their sister casino Sverige Casino just to try it out some more. I just think this is so sad that they can do this, but can they really? Do they have the right? If it was regarding 500 kr I dont think I had the energy to pull this strings. But these money are a fortune for me, 13 700 SEK, and would be life chancing for me. I also deposit 300 SEK which was a requirement to be able to make a withdrawal. (I also asked for the 300 SEK back, but I have not seen them yet) But I still claim that I have done nothing wrong. They have sent me personally mails with offers all the time. If they have this loophole to just accuse for bonus abuse which isn´t the case, they shouldn´t ever bother to send more personal offers with free spins. And I honestly think that they should forbid a player to open an account at a sister casino with this rule. It should not be allowed, or a pop up where it says if you have more than one account at our sister casinos, and don´t make regularly deposits we will not be paying out any winnings from your winnings from free spins. OR don´t send out offers with free spins if I´m not eligible to make withdrawals from the winnings. I will try to paste in the mail correspondence I have had with Sverige Kronan. I hope you have a dictionary ;) or maybe a swedish speaking person working there ;) Or I will try to attach screenshots of the communication. I hope I manage to do one of these things. I would be so happy if you can help me with this, I just think this is so wrong. Best regards Josefine