Svenbet Casino - Las ganancias de la cuenta del jugador se han retrasado.

Hello,

I joined Svenbet last month and have deposited and played on their site several times.

The last time I deposited, I made a deposit of 50 euros into my gaming account and received a 100% VIP bonus for betting on top of it.

I successfully completed the wagering requirement for the bonus. Yesterday, I requested a withdrawal of 1000 euros, which is the site's maximum withdrawal limit. My gaming account balance was still 2500 euros today, before they changed my balance to 50 euros and emailed me, accusing me of fraudulent play.

I have not broken any rules. If I had lost my money, they probably wouldn't have even considered returning it.

I am requesting your assistance in this matter. I want to receive the winnings rightfully owed to me.

PS. Attached are screenshots of my account balance after I made the withdrawal request yesterday, the pending withdrawal, and confirmation of the details on my account.

Hei.

Liityin Svenbetille viime kuussa. Olen useamman kerran tallettanut ja pelannut heidän sivuillaan.

Pelitilille olin viimeisimmän kerran tallettanut 50 euron talletuksen ja siihen päälle sain 100% VIP bonuksen vedonlyöntiin.

Sain bonuksen kierrätettyä. Tein eilen kotiutuspyynnön 1000 eurolle, joka on sivun maksimi kotiutussumma. Pelitilin saldon summa oli vielä tänään 2500 euroa, ennen kuin he muuttivat saldoni 50 euroon ja laittoivat sähköpostia, että olisin pelannut vilpillisesti.

En ole rikkonut minkäänlaisia sääntöjä. Jos olisin hävinnyt rahani, niin he eivät varmaankaan olisi myös sitäkään edes suostuneet palauttamaan.

Pyydän siis nyt apuanne, että voisitteko auttaa minua tämän asian kanssa. Haluan toki minulle kuuluvat voittoni.

ps. Liitteenä vielä kuvat pelitilin saldosta eilen kotiutksen tehtyäni ja odottava kotiutus ja, että tiedot vahvistettu tilillä.

Dear Ntaba,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Svenbet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Could you please share the email you received from the casino detailing the allegations against you?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello!

I joined Svenbet on 22.9. My account is not blocked, they just changed my balance to 50 euros. I played sports betting when the bonus in question was for sports betting and I was able to redeem the bonus with it. After that I played sports bets, casino games (slots) and live casino.

They also started at some point to limit my bets on table tennis bets.

I emailed you that message they sent. Here are also screenshots of the message.

Hei!

liityin Svenbetille 22.9. Tiliäni ei ole estetty, he vain muuttivat saldoni 50 euroon. Pelasin urheiluvedonlyöntiä, kun kyseinen bonus oli urheiluvedonlyöntiin ja sain bonuksen kierrätettyä sillä. Sen jälkeen pelasin urheiluvetoja, kasinopelejä (slots) ja livekasinoa.

He myös rupesivat jossain vaiheessa rajoittamaan panoksiani pöytätennisvetoihin.

Laitoin sähköpostitse sinulle tuon heidän lähettämänsä viestin. Tässä myös kuvakaappaukset viestistä.

Dear Ntaba,

Please understand that if you mainly placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. There are many multiple-account strategies used by players focusing on sports betting. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.