Svenplay Casino - El jugador está luchando para pasar el KYC.

Hi there,

after playing and fully wagering a bonus on February 28th, 2022, I cannot withdraw the €100 I have reached.

First it was pointed out that I have to send documents again, although I am fully verified as of July 2021.

This included, among other things, a driver's license, because the identity card was already available and does not count. (What the...?)

In the end, they asked for proof from the mobile phone provider.

Since I use a company mobile phone, I could not prove this at first. I then received and sent an invoice and the contract from the employer. Of course, I had hidden all the data relating to my employer - that's why the proof was rejected.

On March 10th, 2022 I sent several screenshots from my private mobile phone with a different number and asked them to change my number in the system.

Today the proof was also rejected.

However, it gets even better, today I was informed that my withdrawal request was canceled and €75.21 will be retained due to T&C 12.10 violations.

It's about VPN etc., but I've never used anything like that.

Now I can pay out €25, although a bank withdrawal is only possible from a minimum of €100. Furthermore, I am not fully verified, as all mobile phone proofs are arbitrarily rejected.

Obviously Svenplay is cheating on me and never intended to cash out.

I ask for help in this case.

Thanks.

Hallo,

nachdem ich am 28.02.2022 einen Bonus gespielt und vollständig umgesetzt habe, kann ich die erreichten 100€ nicht auszahlen.

Zunächst wurde darauf hingewiesen, dass ich erneut Dokumente senden muss, obwohl ich seit Juli 2021 vollständig verifiziert bin.

Dazu gehörten u.a. Führerschein, weil der Personalausweis bereits vorhanden war und nicht zählt. (What the...?)

Am Ende forderten Sie einen Nachweis des Mobilfunk-Anbieters.

Da ich ein Firmenhandy nutze, konnte ich das zunächst nicht nachweisen. Ich habe dann eine Rechnung und den Vertrag vom Arbeitgeber erhalten und zugeschickt. Dabei hatte ich natürlich sämtliche Daten bezüglich meines Arbeitgebers verdeckt - deshalb wurde der Nachweis abgelehnt.

Am 10.03.2022 habe ich dann mehrere Screenshots von meinem privaten Handy mit anderer Nummer gesendet und gebeten, meine Nummer im System zu ändern.

Heute wurde auch der Nachweis abgelehnt.

Jedoch wird es noch besser: Heute wurde mir mitgeteilt, dass meine Auszahlungsanfrage abgebrochen wurde und 75,21 € einbehalten werden, aufgrund von Verstößen gemäß AGB 12.10.

Da geht es um VPN etc., aber so etwas habe ich nie benutzt.

Nun darf ich 25€ auszahlen, obwohl eine Bankauszahlung erst ab 100€ Minimum möglich ist. Weiterhin bin ich nicht vollständig verifiziert, da alle Mobilfunk-Nachweise willkürlich abgelehnt werden.

Offensichtlich betrügt mich Svenplay und hatte nie vor, auszuzahlen.

Ich bitte um Hilfe in diesem Fall.

Danke.

Dear Schnorbi87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. I would also like to emphasize that players should always use their own personal details as well as email addresses and phone numbers.

Do I understand correctly that providing the mobile phone contract seems to be the only obstacle standing between you and your winnings?

Moreover, I checked the term 12.10 in the T&Cs and I clearly see that there are other points than just the VPN one:

"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")

ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active

iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company."

Nonetheless, could you please confirm that you have never used a VPN while creating your account or while playing at this casino?

Additionally, if there is any other relevant communication between you and the casino (except for the attached documents), please forward it to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

I confirm that I have never used a VPN.

From this I can only assume that you mean point ii).

Because I sent documents to verify my original phone number where all the data was hidden and I then asked to put my private number in the system and I also sent documents for that.

I would be happy to email you all the relevant files.

Best wishes

Hallo Kristina,

ich bestätige, dass ich niemals einen VPN benutzt habe.

Ich kann daraus nur vermuten, dass Sie den Punkt ii) meinen.

Da ich zur Verifizierung meiner ursprünglichen Telefonnummer Dokumente gesendet habe, wo sämtliche Daten verdeckt wurden und ich daraufhin bat, meine private Nummer im System zu hinterlegen und ich dafür auch Dokumente gesendet habe.

Gerne sende ich Ihnen alle relevanten Dateien per Mail.

Liebe Grüße

Thank you very much Schnorbi87 for your reply and emails. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Schnorbi87,

I looked at your complaint and will do my best to help you. I would like to invite Svenplay Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

While waiting for an answer from Svenplay, the following update (03/16/2022):

Since €75.21 was arbitrarily retained from my €100.21 on the account and I now had €25 left over, I tried to pay out this €25 via Skrill, as Svenplay had already written in your email.

Here's what happened today: (see picture)

Another €5 was deducted, so I'm now at €20, which is below the minimum payout.

So I can't even pay out after money was canceled twice for no reason. In the meantime, €80.21 has been canceled by the casino for no reason.

To supplement: This all happened without any information or notification.

Best wishes

Während wir auf eine Antwort von Svenplay warten, folgendes Update (16.03.2022):

Da von meinen 100,21 € auf dem Account willkürlich 75,21€ einbehalten wurden und ich nun 25€ Rest hatte, habe ich versucht, diese 25€ via Skrill auszuzahlen, wie Svenplay in Ihrer eMail bereits geschrieben hatte.

Folgendes ist heute passiert: (siehe Bild)

Man hat erneut 5€ abgezogen, sodass ich nun bei 20€ bin, welche unterhalb der Mindestauszahlung liegt.

Somit kann ich nicht mal mehr auszahlen, nachdem mir 2 mal grundlos Geld gestrichen wurde. Es wurden mittlerweile 80,21€ vom Casino grundlos gestrichen.

Zur Ergänzung: Dies alles passierte ohne jegliche Information und Mitteilung.

Liebe Grüße

We would like to ask the Svenplay 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’.

They won't answer anyway...

When I asked which terms I should have violated exactly, I received this email again:

Sie werden sowieso nicht antworten....

Auf meine Nachfrage, welche Terms ich genau verletzt haben soll, kam erneut diese Mail eben:

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Malta gaming authority. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.