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 [email protected] 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 Grü?e 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 wei? 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 [email protected]

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.

We've reopened this complaint at the request of amarcallejon. We would like to give this case another chance to be resolved and help both parties involved to reach a satisfactory conclusion.

"Hi, I've finally been verified.

Now I have made my withdrawal.

1000€ the other 1000€ I make when I get the first payout

Do you know if anyone has received a payout from this casino?"

We’ve reopened this complaint at the request of amarcallejon. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

"Hallo ich wurde endlich verifiziert.

Jetzt habe ich meine Auszahlung get?tigt.

1000€ die andere 1000€ mache ich wenn ich die erste Auszahlung bekomme

Wisst ihr ob schon wer eine Auszahlung von diesem Casino bekommen hat?"

Hello, the first 1000€ were paid out last Friday.

I'm still waiting for 1000€

and I will let you know when they are in my account.

Payment takes about 72 hours

Hallo die ersten 1000€ wurden letzte Woche am Freitag ausgezahlt.

Ich warte noch auf 1000€

und werde mich melden wenn die auf meinem Konto sind.

Auszahlung dauert ca 72 Stunden

Thank you very much, amarcallejon, for providing the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected])  who will be at your service. However, I would like to warn you that it seems to be a common practice of Svenplay Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction", we keep on trying.

Dear amarcallejon, 

My name is Katarina, and I will be assisting you in solving this case.

Please let me know once there is any new development or if you receive your funds.

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.

Hello case is solved.

Got all my money.

LG Amar

Hallo Fall ist gel?st.

Habe mein Ganzes Geld bekommen.

LG Amar

Thank you, amarcallejon, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint 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.