Hello. Gamblers, Casinoguru and Svenbet. 

I have played on Svenbet, total deposit about €1000, and have now €3000 on The site. Played only casino / livecasino, no sportbetting, and dont used any bonus at all.

I have sent

1. Proof of adress.

2. Bank statement.

3. BIC/IBAN

4. ID

5. ID and selfie (holding my driverlicence)

6. Documents of my mobilephone-number. 

My withdrawal on €1000 just keep getting rejected and new documents needed.

As I said I have €3000 and this money is money that I really need.

This is killing my mental health and I keep struggling with document after document.

In my opinion I think I have proofed that Iam the one Iam, with all the sended documents.

Everytime they say, thank you for your documents, your account is now verified, and I try to withdrawal €1000 that is the daily limit, my withdrawal gets rejected in a few hours.

Just got withdrawal rejected again with this email:

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount is available in your account.

Furthermore, the withdrawal option on your account has been temporarily suspended and your account shall be reviewed by the relevant department for security reasons.

We kindly request your patience as we are not able to provide you with an exact time-frame.

Please help me here casinoguru.

I have printscreens of every site on my account, and several emails and chathistory.

Hello markusd88,

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 which documents are already verified and which were rejected by the casino? How long exactly is the verification going on.

When was the last time the casino responded to you and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello.

I have sent and got accepted

Proof of adress

ID

Bank statement

Selfie & ID at same picture

IBAN/BIC

Mobilenumber

The latest I heard was this, and its so annoying after document after document, and everytime they said it was ok.

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount is available in your account.

Furthermore, the withdrawal option on your account has been temporarily suspended and your account shall be reviewed by the relevant department for security reasons.

We kindly request your patience as we are not able to provide you with an exact time-frame.

Please accept our apologies for the inconvenience and thank you for helping us maintain a high level of security.

Do not hesitate to contact us in case you need any further help. Have a good day

So they had after all documents banned me for withdrawal my money.

I have seen this happened to other people via another forum.

Thanks for your help also!

Hello markusd88,

Could you please advise how long is the verification process going on? When did it begin?

Hello.

I started with it 2022-05-26.

Got everything verificated and was going to withdrawal.

Then they say my account is locked for withdrawal cuz investigation of my account.

Exactly same as everyone else is geting.

And after that I havent heard anything.

I just need them to open up so I can make a couple of withdrawals, because now the money just sitting in my account for nothing.

Hello markusd88,

It quite common that the casino does a double check of the player's account, specially before the first payout. Please note that if the account closure happen less then 2 weeks ago, I can only recommend to wait. Could you please advise since when exactly is your account inactive? Did the casino give you any update since then?

The only thing I get as answers is this, everytime

Unfortunately, since the review is being conducted by another department we cannot provide you with an exact time frame on its conclusion.

We would like to inform you that the relevant department is still conducting their review and will inform you as soon as it is finished via email regarding the reason and it's completion.

We kindly ask for your patience as this process can be time-consuming.

Thank you markusd88 for all the information. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello markusd88,

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

Asked today again how its going.

Got this

Thank you for reaching out.

As the review of your account by the responsible department is still in progress we do not have any further information to share at the moment. Kindly note that the reason behind the review is not disclosed with other departments before the completion of it.

We cannot provide you with an exact time frame on its conclusion. 

We kindly ask for your patience as this process can be time-consuming.

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’.

This is so sad, they are really robbing people on their money.

I wrote to them today and same answer as the last month, a automatic text that say they cant do anything, just wait.. I would be happy just to get out my deposit on 1000 euro but I guess this would never happen in my life

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’.

Dear markusd88,

We would like to remind you that the total deposited amount on your Svenbet account is 350€ and not 1000€.

Furthermore, as stated your account is currently under investigation by the relevant department due to security reasons and once it has been concluded you shall be notified via email.

We apologize for the delay and any frustration caused, however as certain thresholds have been met this is unfortunately a necessary action.

Best regards,

Svenbet Support Team

Hello Svenbet and thank you for answer.

Okey, sorry I thought it was more, but you are right.

I just think it has taken so long time for investigation, is this normal?

What are you looking for in this?

Dear markusd88,

Once more, please accept our apologies regarding the situation.

Kindly note that this is an internal procedure conducted by another department regarding security concerns and as such we have no relevant information to provide you with.

We kindly request your patience and you shall be informed via email once we receive notice.

Best regards,

Svenbet Support Team

I understand.

The thing I dont understand is how this can take more then a month.

First mail I got from you when the investigation started, and withdrawal option got closed, is 2022-06-03.

I really hope for a good result in this, would be fun with some summermoney that I have won!

Another 3 days has gone and still not a word.

Come an svenbet, its time to act and open so I can make withdrawal...

Dear Svenbet Casino team,

thank you very much for your cooperation, I am extending the timer by 7 days.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days.

Hello.

I did got update on email the investigation is done and I can now withdrawal, did first 1000 euro withdrawal today and hopefully they will arrive on my account. Let this be open until I can see the money

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’.

I have got my first withdrawal. Waiting for the others. For now we can see this as solved

Dear Markus ,

As informed, the withdrawals shall be processed within the time-frame stated within our Terms & Conditions.

Kind regards,

Svenbet Support Team

Dear markusd88,

I will wait with closing till you receive the rest. Please, could you let us know when it is done?

Its completed all thank you Svenbet

Hi markusd88,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef