Svenplay Casino - Виграш гравця вилучено.

I first deposited € 95 and played with the bonus until I hit 0 and cleared the bonus. Then I deposited another € 25 without a bonus than with real money and won € 820. Now the site accuses me of having cheated and keeps my money

Ich habe zuerst 95€ eingezahlt und mit Bonus gespielt bis ich auf 0 war und den Bonus gelöscht habe. Anschließend habe ich weitere 25€ ohne Bonus als mit Echtgeld einbezahlt und 820€ gewonnen. Nun wirft mir die Seite vor betrogen zu haben und behält mein Geld ein

Dear Mario,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I would like to see the whole conversation between you and the casino, because it's been cut in the screenshot you attached to this complaint. Would you be so kind and forward it to [email protected], please? Or you can post it here.

Thank you very much for understanding and looking forward to hearing from you.

Best regards,

Kristina

Thank you very much Mario for your email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication/evidence. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

Hi Mario,

I looked at your case and screenshots you sent. I will contact the casino and see what can be done.

We would like to ask the Svenplay 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Mario,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. There's also an option to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint there. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own ([email protected]). 

Best regards,

Peter