Svenbet Casino - Spelarens insättning krediterades inte.

I transferred with Trustly to the Casino today the first 25 euros. The transfer went perfectly and I ran out of money. After some time I transferred 35 euros. The transfer was successful but my account on the Casino site was not debited, so the money was not added to my balance. So in my stupidity I tried a new transfer of 30 euros. It was also successful, but the money did not appear in the account at the Casino. I chatted with the Casino who said it might take a while, but by then half an hour had already passed. They told me not to worry. Now 7 hours have passed. I have written to the Casino by email instead and sent the same attachments that I am sending you now, but received my email back as "failure-demon". My balance at the Casino is still 0 euros while the money has been withdrawn from my Swedish account. I can't access the chat anymore either.

Apparently I only manage to upload one attachment. But can send you a picture of transaction 2 if necessary.

Jag överförde med Trustly till Casinot idag först 25 euro. Överföringen gick helt rätt till och jag spelade slut pengarna. Efter en tid överförde jag 35 euro. Överföringen lyckades men mitt konto på Casino sidan debiterades inte, alltså pengarna lades inte till på mitt saldo. Så i min dumhet försökte jag med en ny överföring på 30 euro. Även den lyckades, men pengarna syntes inte på kontot på Casinot. Jag chattade med Casinot som sade att det kan ta lite tid, men då hade det redan gått en halv timme. De sade att jag inte skulle oroa mig. Nu har det gått 7 timmar. Jag har skrivit till Casinot per mail istället och skickat samma bilagor som jag skickar till er nu, men fått mitt mail tillbaka som "failure-demon". Mitt saldo på Casinot är fortfarande 0 euro medan pengarna har dragits från mitt svenska konto. Jag kommer inte åt chatten mera heller.

Jag lyckas tydligen bara ladda upp en bilaga. Men kan skicka vid behov bild av transaktion 2 till er.

Dear Vaaanessa,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

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

Best regards,

Nick

Hey Nick!

Thank you for your answer. I wrote according to your advice to Trustly through which the transfer went and sent with attachments. But just now (after 26 hours) the money came into my balance at the Casino. Now of course I would like to transfer them back to me, because I don't trust the casino. But as I understand, the amount must be at least 100 euros (the balance is 65 euros) and they no longer have Trustly as a tool to transfer back with. Still the chat never comes up, or if it does, they never get into it. I think I will never get the money back and learned a lesson.

Sincerely

Wow

Hej Nick!

Tack så mycket för ditt svar. Jag skrev enligt ditt råd till Trustly som överföringen gick via och skickade med bilagor. Men nyss (efter 26 timmar) kom pengarna in på mitt saldo hos Casinot. Nu skulle jag såklart vilja överföra dem tillbaka till mig, för litar inte på casinot. Men som jag förstår måste beloppet vara minst 100 euro (saldot är 65 euro) och de har inte mera Trustly som verktyg att överföra tillbaka med. Fortfarande kommer chatten aldrig upp, eller om den gör det, kommer de aldrig in på den. Jag tror jag aldrig får tillbaka pengarna och fick mig en läxa.

Mvh

Vaaanessa

Update: Now I have finally received a response from the Casino. Regarding failed deposits, they cannot do anything. (But the money came up after 26 hours in any case.) Regarding withdrawals, the minimum amount is 100 euros and in addition all withdrawals must be recycled 3 times. This is how they write: "Money deposited in the Casino must be used for gaming activity. Due to this, all deposits need to be wagered at least three (3) times."

In other words, a real gangster casino.

Uppdatering: Nu har jag äntligen fått svar från Casinot. Angående misslyckade insättningar kan de ingenting göra. (Men pengarna kom ju upp i alla fall efter 26 timmar.) Angående uttag är minsta summan 100 euro och dessutom måste alla uttag återvinnas 3 gånger. Så här skriver de: "Money deposited in the Casino must be used for gaming activity. Due to this, all deposits need to be wagered at least three (3) times."

Med andra ord ett riktigt gangster casino.

Do I understand it correctly that the deposit is within your casino account now?

Please note that the 3x deposit wager is a standard in many casinos.

Yes, the deposit is in the casino now. Maybe it's standard, but I haven't come across a single casino before where you had to play 3 times your deposit. Nor that the minimum amount you can withdraw is 100 euros. But as I said, the money came in after 26 hours. Thanks for advice.

Ja insättningen är inne på casinot nu. Kanske det är standard, men jag har inte stött tidigare på ett enda casino där man varit tvungen att spela 3 gånger sin insättning. Och inte heller att minsta summan man kan ta ut är 100 euro. Men som sagt pengarna kom in efter 26 timmar. Tack för råd.

Thank you Vaaanessa for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick