Casino Complaint Sven-Play

Paimonah

Experienced Member
PABnoaccred
PABnononaccred
Joined
May 10, 2015
Location
Ger
Does anybody knows about sven-play casino?

I had a welcome bonus of 100% for my deposit of 50€.
After the playthrough i had a balance of more than 3300€.
Than i started a withdrawal of only 750, because i'm not sure for the terms at this point:

Rules.JPG
Is this rule for a welcome offer? Or only freebets?

After my withdrawal i played for a while and i have ended with a balance of 2k.

On the next logon my balance was ZERO, and i could see that:

correction down.JPG

"Correction down" means that the 2 k is away?
I'm not sure ... the casino has "stolen" my funds?

Now i can't reach the chat and i don't have an answer from support via email.
My withdrawal since 2 days is still in pending.

Anybody an idea?
 
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sapit222

Ueber Meister
PABaccred
MM
Joined
Nov 7, 2012
Location
Stockholm
This is the welcome bonus offer that i see on their page:

1. This promotion is valid for first deposits made after 7th of May 2021.


Eligible players:


1. Players must be at least 18 yrs old to participate in this promotion.


How it works:


1. Players must claim the Welcome Casino Bonus (100% up to €200) from the Bonuses section in their account.


2. Minimum deposit eligible for the Bonus is €20 or currency equivalent.


3. Maximum amount of bonus is €200 or currency equivalent.


4. The Welcome Bonus will be credited automatically on players’ accounts.


5. Players are entitled to receive this bonus ONCE and ONLY on their first deposit


6. The bonus is can be used on Slots & Live Casino games (please read more information in the Wagering requirements section below)


Wagering requirements:


1. The total amount (Welcome Casino Bonus and first deposit amount) should be wagered 40 (40) times before players are eligible to withdraw funds.


2. The casino games that contribute towards the wagering requirements and their percentage are as follows:


a. Playn'Go, Playson, Pragmatic Play, and Microgaming, Netent contribute 100%


b. Live Casino: 20%


3. Once the Bonus is activated, the wagering requirement has to be completed within a maximum of thirty (10) days, otherwise Bonus and all generated winnings will be forfeited.


4. Maximum Bet amount you can place when you have an Active Bonus is €5 per spin on a slot game. Spins with bets higher than €10 will be excluded from the wagering requirement and winnings will be forfeited.


5. Any attempt to build up the feature value inside any game whilst having an active bonus, then redeeming it once the Bonus Wagering Requirement is not active to get the value paid out as Real Cash will be considered fraudulent play and any winnings will be confiscated. For example, playing with an active Bonus, activating an in-game feature, to then leave the game and come back and collect the feature payout once the Bonus is gone.


6. If you wish to withdrawal before you manage to complete the wagering requirement, then you can cancel your bonus but keep in mind that bonus amount, the generated winnings and any wagered amount will be deducted from your overall balance. Bonus calculates bets with real money amount first and then with the bonus amount.


General terms:


1. This Bonus cannot be used in conjunction with any other promotion.


2. We reserve the right to restrict certain types of wagering from contributing to wagering requirements and to withhold any withdrawals and/or confiscate all winnings for irregular or abusive play.


3. Svenplay reserves the right to modify, cancel or terminate the promotion at any time.


4. General Terms and Conditions apply.


MGA license:

1212112.jpg
 

Paimonah

Experienced Member
PABnoaccred
PABnononaccred
Joined
May 10, 2015
Location
Ger
Yes, but in the T & C i can see:

Rules.JPG

In the Welcome bonus offer you can't read this :-(

Why my funds are "correction down" and my balance is ZERO now?
 

helafast

Spinning in the Great White North
mm1
Joined
Apr 19, 2018
Location
Toronto, Canada
Are you sure you did not break the term below? This would be most common reason for a forfeited bonus

4. Maximum Bet amount you can place when you have an Active Bonus is €5 per spin on a slot game. Spins with bets higher than €10 will be excluded from the wagering requirement and winnings will be forfeited.
 

Paimonah

Experienced Member
PABnoaccred
PABnononaccred
Joined
May 10, 2015
Location
Ger
Yes, i'm really sure.
I don't have make bets more than 5€.

Till now i don't have my withdrawal of 750€ and my balance of 1973,23 is away to zero!
correction down.JPG
 
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Paimonah

Experienced Member
PABnoaccred
PABnononaccred
Joined
May 10, 2015
Location
Ger
Now since more than 60 hours my withdrawal is still in pending.
Meanwhile i have another deposit offer via email.
The guys want kidding me?

I must make a claim to IBAS?
 
Last edited:

Paimonah

Experienced Member
PABnoaccred
PABnononaccred
Joined
May 10, 2015
Location
Ger
Thank you for the information.

I think i must wait the 72 hour timeframe for withdrawals before i can make a PAB, right?
 

sapit222

Ueber Meister
PABaccred
MM
Joined
Nov 7, 2012
Location
Stockholm
Isnt it about the missing money as well, or just the withdrawal?

Check with Max if you can do a PAB.
 

Paimonah

Experienced Member
PABnoaccred
PABnononaccred
Joined
May 10, 2015
Location
Ger
Both, the missing money AND the withdrawal!

I have send a pm to Max now.
 
Last edited:

Paimonah

Experienced Member
PABnoaccred
PABnononaccred
Joined
May 10, 2015
Location
Ger
Now (70 hours after my withdrawal request) i have an answer from the casino support:

Hi ....
Withdrawals are sent within 72 hours of your request on a working day and hour basis. Once your withdrawal is approved, you will be notified by the finance department via email.


If you have any further questions, please do not hesitate to contact us again.

With best regards,

Support team


Sorry, but "72 hours of your request on a working day and hour basis!!!!! ... i have never heared such stupid excuse before.

You?
 
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