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Hi pitbull85 - welcome to ThePOGG.com.

Did the operator email you terms and conditions when they issued the bonus?

Thanks,

ThePOGG

Hi ThePOGG, thank you for taking the complaint into consideration.
The operator emailed me verbally the bonus terms and conditions they gave me. Except that there is nothing written on the site! Furthermore, not even the chat operator knew about these terms and conditions, so much so that he had to send a report to a department that deals with bonuses! The casino uses no deposit bonuses as they please, without explaining how they work, nothing is written on the site. I know the terms and conditions of a casino are established by writing them on the site, do not write them verbally. But apparently he doesn't like the fact that he can't brainwash me, so he even closed my account as well.
I hope this complaint is visible to all online players, regardless of how it ends, I don't care much about the 118.36 €, but to let other players know that they could have the same problem and with higher amounts of money.

Hi pitbull85,

All operators offer bespoke bonuses. The terms and conditions for the full spectrum of bonuses will not always be found on their website, but have to be communicated at the time they are issued. If the operator have emailed you the relevant terms this isn't 'verbal', they have directly provided you with the terms agreement. These terms would be entirely valid.

ThePOGG

Hi ThePogg, at the time of the release they did not communicate anything to me, the day after I complained they wrote me the terms and conditions. Furthermore, at the time they assigned me the bonus, there was no mention regarding my functioning in my account. So they imposed it on me the day after the bonus was awarded. So it is clear that they have abused their terms and conditions also due to the fact that they closed my account after losing thousands of euros.

Hi pitbull85,

Could you please forward on the email you sent to Svenbet on the 21st of February to <a href="mailto:complaints@thepogg.com" rel="nofollow ugc">complaints@thepogg.com</a>?

Thanks,

ThePOGG

Hi pitbull85,

The operator feels that this email is of specific relevance. Please check your sent folder. Unless you have deleted this email it should be there.

Thanks,

ThePOGG

Hi pitbull85,

Have you managed to locate this email?

Thanks,

ThePOGG

Ciao ThePOGG, 
I don't know which specific email it refers to. In any case, there are no emails for that date that can serve to resolve the issue.

HI pitbull85,

I've emailed you a letter that you need to complete, print out, sign, take a photo of and return the photo to Svenbet. 

Please let us know when you have done this and I'll follow-up with the operator.

Thanks,

ThePOGG

Hi ThePOGG, thank you very much for what you are doing. I printed the letter and signed it. Now I sent it to Svenbet.
take care

Hi pitbull85,

I've discussed parts of this issue with Svenbet who have been clear that they are absolutely unwilling to cooperate in the management of complaints with this service.

Firstly, the operator provided the email you sent them on the 21st of February. I need to be absolutely clear that the content of this email was unacceptable on every level. Given the threatening and abusive content of this communication the operator are absolutely within their rights to cease any direct interactions with you. Had you sent a similar communication to this service we would unquestionably have terminated any further involvement in your case.

However, the above withstanding, this communication does not make sound ground for non-payment of funds and there was clearly a disagreement prior to this communication that prompted this outburst. For reasonable comparison, a bank would be absolutely entitled to close the account of any customer who was abusive or threatening to any member of their support team. That would not allow the bank to retain the funds within the account. Those would have to be dispersed to their legal owner.

When we asked the operator to provide evidence to support their decision to withhold payment, rather than provide a justification for their decision the nameless representative who was responding chose to engage a very hostile tone with, from what we could decipher, the sole intent of making their contempt for this service clear.

It would appear to us, if the operator had sound grounds for non-payment, that it was a straightforward interaction to simply state what this was and provide supporting evidence. Engaging what could only reasonably be considered to be a very hostile dialogue in an effort to provoke argument seems an ineffective mode of communication.

Given that the operator have provided no sound grounds that we can see to justify non-payment, this complaint will be ruled in favour of the player.

ThePOGG

Svenbet have declined to discuss the actual reasons for non-payment of this player and instead focused on player behaviour after non-payment.

I wanted to point out that instead of the "username" or put my email registered on the Svenbet site, since no longer having access to my game account because they closed it, it is the casino uses numeric IDs that are difficult to remember by heart instead of "usernames".
 If ThePOGG wants more info I am available.
 I go to the point of the complaint; Practically in chat they gave me a bonus of 20 € without deposit, because I had lost thousands of euro, and I made the request for the bonus. While I was playing I managed to complete the required wagering on the bonus, with a € 143.36 balance, suddenly the Habanero slot crashes at the last spin useful to convert the bonus into real money .... Then I restart the game in question, and instead of finding myself with € 143.36, I find myself with € 25. So a shortfall of € 118.36: € 143.36 - 25 = € 118.36.
 At this point I contact the chat, and they tell me that they reported the problem to the technical department. The next day, I receive an email from the site in question, saying textual statements:
 
 
 ""Thank you for. contacting us.
 
 If you want to insult us, at least say the facts as they happened and not as you like.
 
 You received that day a reload bonus, for your deposit, which you played it away and you CANCELLED IT.
 
 AFTER THAT, you claimed a no-deposit bonus, which you played it and YOU WON.
 
 YOU WON THE NO-DEPOSIT BONUS.
 
 The no-deposit bonus is a FREE BONUS. YOU DO NOT PAY ANYTHING TO RECEIVE IT. IT IS FREE.
 
 When someone is offering something for free, we say THANK YOU and not insult them.
 
 This FREE bonus has a maximum winnings of €25.00.
 
 THESE ARE THE FACTS.
 
 Thank you for your cooperation.
 
 Have a nice day.
 
 Best regards,
 
 Risk-Payments""
 
 So I reply to this email, pointing out that there is no written anywhere on the site that bonuses without deposit have a maximum cash out of € 25! in your site have I deposited thousands of euros to win € 25? I should thank your abuse of the general terms and conditions of the bonus, as well as the 2000 € lost on evobet.com, as well as another 3000 € lost campenobet.com, as well as another 1000 € on your site .... I should thank that despite having become VIP PLAYER for 2 days, I am aware that bonuses without deposit are practically useless in order to achieve winnings, and prospects equal to not playing your own, or to play in fun mode, considering the deposit made is higher compared to the bonus no deposit given! If all this is not abuse and deception of the player, then what are we doing here? we have to stay here to pick up on the insults and abuses of the casino and lose money, I, on EVOBET, CAMPEONBET, SVENBET, I NEVER RECEIVED THANKS! So logically you say that nobody forces me to play, but I also answer that nobody forces you to denigrate the opinions, findings and constructive criticisms of the players.
 Dear ThePOGG, how do you rate this behavior? Should I stick to rules that are not listed on the site, but only sent to the player via email? I have 14 years of experience in casinos, but I have never seen such a shabby attitude towards a player, moreover VIP, and I have even respected every form of rule of use of the site, but I can not respect accepting these violations and abuses on a player who has never done anything wrong! I can understand if I would have cheated playing, if I use computer programs or pirate, if I make collusions with other players, if I soon or take the identity of third parties etc etc, but the simple reason that they also closed my account just because I had a " Opinion "different takes on connotations purely in bad faith.
 And I add: I wrote the complaint right here on ThePOGG because, coincidentally, in the review concerning this site, there are many points "in common", such as abuse of bonuses, unmotivated account closure, and unfair policies towards players and I would like to add of affiliates.
 I have all the evidence of what I said, screenshots of the disappeared funds, the emails exchanged, and the chats I had with the operator.

Svenbet - abuse of bonus terms and conditions and account closure!

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