Svenplay Casino - Igrač se trudi da potvrdi.

Hey. I would like to make a complaint about Svencasino. I have €4300 in real money in there, (no bonus)

I have sent all the required documents there. But now no one has responded/viewed my documents. I'm sure they will now do the same to me as they have to so many others.

They do not respond to messages/live chat.

The documents never go through.

They close the possibility of withdrawing their own money.

What could be of help?

Dear vadim00limingoja,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Which documents have been accepted by the casino and which were not?

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

Best regards,

Tomas

Dear vadim00limingoja,

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.