Svenplay Casino - El jugador tiene dificultades para retirar las ganancias.

Hi,

I regretfully only just read the various reports about the Casino, and I wanted to ask if there's any chance of getting the money I've won paid out? It seems there is no chat feature in this Casino.

Thanks for your help

Hallo,

da ich leider erst jetzt die ganzen Berichte über das Casino gelesen habe, wollte ich fragen ob man überhaupt eine Change hat sich das Gewonnen Geld auszahlen zu lassen? Leider gibt es keinen Chat bei diesem Casino.

Danke für eure Hilfe

Dear amarcallejon,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Have you contacted support@sven-play.com with your issue?
• When did you request a withdrawal from the casino? Is it still pending in your account?

Thank you in advance for your reply.

Best regards,

Tomas

Hello,

My account is currently being verified.

I read the review and am afraid that my money won't be paid out.

Kind regards Amar

Hallo,

Mein Konto wird gerade verifiziert.

Ich habe die Bewertung gelesen und habe angst das mein Geld nicht ausbezahlt wird.

Liebe Grüße Amar

Thanks for the explanation.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please specify when your verification started?
• Which documents did the casino request from you and which documents have you already provided?

Hello,

Yes, my account has still not been verified.

I have sent all the documents I have.

At every other casino they were accepted.

I don't know what I should do anymore.

Unfortunately, since I live with my parents, I don't have an electricity or water bill in my name.

And I sent them a bank statement with my name and address!

Hallo,

Ja mein Account wurde noch imme nicht verifiziert.

Ich habe alle Dokumente gesendet die ich habe.

Bei jedem anderen Casino wurden die Akzeptiert.

Ich weiß nicht mehr was ich tun sollte.

Da ich bei meinen Eltern wohne habe ich leider keine Strom oder Wasserechnung auf meinem Namen.

Und ich habe ihnen einen Kontoauszug geschickt wo mein name und meine Adresse stehen!

I keep getting the same answer from the casino

Ich bekomme immer wieder die gleiche Antwort vom Casino

Thank you for the explanation. Is requesting a confirmation of residency from the local authorities a valid option for you?

Please send me the recent correspondence between you and the casino to my email at tomas@casino.guru

Dear amarcallejon,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.