Svenbet Casino - プレイヤーのアカウントはブロックされています。

Hello, I deposited two times 50 euros in this casino and then played with it for a while.

When I was about to request my first withdrawal, I received a message that the verification process had to be carried out first. It took over a month for my account to be fully verified and I even had to have my documents certified by the notary.

When I requested a withdrawal again, I got the email that my account and my winnings had been blocked because I was using a VPN. That's just not true. I didn't use any VPN !!

I ask for help!

Hallo, ich habe in diesem Casino zwei mal 50 Euro eingezahlt und eine Zeit lang dann damit gespielt.

Als ich meine erste Auszahlung beantragen wollte, erhielte ich die Nachricht, dass der Verifizierungsprozess erst durchgeführt werden müsste. Es dauerte über ein Monat bis mein Konto vollständig verifiziert wurde und ich musste sogar meine Dokumente vom Notar beglaubigen lassen.

Als ich nun wieder eine Auszahlung beantragte, bekam ich die Mail, dass mein Konto und meine Gewinne gesperrt wurden, da ich ein VPN benutzte. Das stimmt einfach nicht. Ich habe keinerlei VPN benutzt!!

Ich bitte um Hilfe!

Dear Agon,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that using a VPN is strictly forbidden in most casinos. I checked the casino’s T&Cs (https://svenbet.com/tcs-1) and I found this:

„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")"

Would you be so kind and confirm, you have never used a VPN to alter your location, not even when opening the account, or during playing?

Could you, please forward any relevant communication between you and the casino to my email address kristina.s@casino.guru?

Looking forward to hearing from you. 

Best regards,

Kristina

Dear Kristina,

Thanks for the answer. I can confirm that I have never used a VPN before.

Warm greetings

Liebe Kristina,

danke für die Antwort. Ich kann bestätigen dass ich noch nie eine VPN benutzt habe.

Liebe Grüße

Thank you very much Agon for your reply. I will now transfer your complaint to my colleague Andrej 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.

Dear Agon,

From now on, I’ll be in charge of your complaint. I’ll contact the casino and see if I can help.

I would like to invite Svenbet Casino to join this conversation.

Dear Svenbet Casino,

Can you please clarify the situation? You can forward any relevant evidence to andrej.p@casino.guru.

We would like to ask Svenbet 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’.

Dear Agon,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’.

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

Anyhow, there’s still the option to submit an official complaint to the casino’s Licensing Authority – Curacao Antillephone.

Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.