Svenbet Casino - 플레이어의 상금은 무효화되었습니다.

On 12/17/2022, I made a deposit using the bonus available at the house and fulfilled the wagering requirements. I requested, on 12/24/2022, a withdrawal of my earnings. I fulfilled the requirements for validating/verifying the account but today, 12/27/2022, I received an email from the house informing me that my winnings (R$1,639.67) were retained, leaving only the amount of my deposit (R$150, 00).

In the message there is a generic explanation, suggesting that I cheated something or performed inappropriate practices, without any proof!

Realizei no dia 17/12/2022 um depósito utilizando o bônus disponível na casa e cumpri os requisitos de rollover das apostas. Solicitei, no dia 24/12/2022, um saque dos meus ganhos. Cumpri as exigências para validação/verificação da conta mas hoje, 27/12/2022, recebi um e-mail da casa informando que meus ganhos (R$1.639,67) foram retidos, ficando disponível apenas o valor do meu depósito (R$150, 00).

Na mensagem há uma explicação genérica, sugerindo que fraudei algo ou realizei práticas inapropriadas, sem qualquer prova!

Hello renatobrmaia,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Svenbet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did they specify which exact term did you breach? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi there, Nick.

My account was verified on december, 24. About the terms, they didn't specified, just sent me some clausules of the terms and conditions, not mentioning one specified. I understood they acused me on some fraudulent act but didn't specified it. I got very furious and sent them an email yesterday, as soon as I recieved the e-mail of them telling about the money confiscation, but still no answer.

Best regards,

Renato M***

Thank you renatobrmaia for all the information. As we will need to contact the casino to gain more information, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, renatobrmaia,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Svenbet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Svenbet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What is the reason for the winnings confiscation? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi there, Branislav.

Thank you for the support.

I think they will not answer the question. They are very bad reputated, it's easy to see they are such a scammers.

Dear renatobrmaia,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help or you will have news from the regulator, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru