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Complaint against Svenbet – Account Blocked and Funds Withheld

Dear Casino.Guru Team,

I would like to file a complaint against Svenbet Casino.

My account has been restricted without any clear reason, and I am unable to place sports bets or play slots. Despite full verification and compliance with all rules, Svenbet refuses to release my funds.

I have already contacted their support team multiple times, but they either ignore my requests or repeat the same generic responses. I have also filed two complaints with Curaçao eGaming, but I have not received any reply.

Key details:

• Account: [your email or ID used on Svenbet]

• Balance withheld: $1500 USD

• Country of residence: Kyrgyzstan (Ukrainian citizen)

• No VPN usage, no bonus abuse, no third-party access.

• All verification documents are genuine and were submitted in full.

Attached are screenshots of my correspondence with Svenbet, account balance, and verification proof.

I kindly ask Casino.Guru to review my case and assist in resolving this matter, as I believe Svenbet is unfairly withholding my verified funds.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask a few questions to clarify your situation.

What types of games did you play before your account was blocked?

Have you completed the full KYC verification, or have you only submitted your identity documents without the verification being fully finalized by the casino’s relevant department?

Could you please forward me all the evidence you mentioned in your complaint? It seems that no files were uploaded with your submission. You can send them to me at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear RomanYalovenko10,

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 Veronika,

Thank you for the update. I am still waiting for a proper response or resolution from Svenbet. They haven’t provided any explanation or returned my funds yet.

Please keep this case open — I’m ready to cooperate and provide any additional proof if necessary.

Thank you.

Roman

Dear RomanYalovenko10

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you RomanYalovenko10 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Svenbet Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and why their winnings were confiscated.

Thank you!

Thank you for your help.

Yes, I confirm that my account was blocked and my winnings were confiscated without any clear explanation.

I have already provided all the requested documents and information. I’m ready to cooperate and provide any additional proof if needed.

I appreciate your support in resolving this case.

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’ which may negatively affect its rating.

Thank you for the update. I appreciate your assistance and will wait for the casino’s response.

Dear RomanYalovenko10,

I have tried to contact the Svenbet Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter