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SvenBet – (part of Campeon) Took my 250 euro and blocked my account

Ruling

Found for the Player - Svenbet have claimed that this player has behaved in an abusive fashion but refused to provide any supporting evidence.

Read our Svenbet Casino Review.

Player's Complaint

On the 1th of June 2019 i made a withdrawal to my bank-account of € 212. After a week or so i was curious why my money was not yet on my bank account so i looked and saw that the withdrawal was still pending at the casino.

I asked the live chat, they told me there was some kind of delay and it would be fixed soon enough.

A few days later i looked again and the withdrawal was suddenly rejected and the money was gone from my account.

There was no communication about this, and i had no idea why.

So i have sent an E-mail. No response. I have sent another one, no response. I have asked Live-chat, they could not help me either, they told me to have patience.

Finally after another few days i got a very short, copy-paste email from the customer support:

Hi ,

Regarding Terms & Conditions;

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:

i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network “VPN”)

ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active

iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

Kind regards,

KYC Team

As you can see it it not a personal e-mail, those are just pasted rules from theire terms and conditions.

So naturally i replied asking what they meant. Where did those suspicions came from, what bet or bets specifically do they mean or what group of people ?

After sending 5 to 10 e-mails about this ( without ANY response) i asked the live chat if they could clarify things. They told me something like:

'we do not have to discuss the reasons with our clients'

'we do not owe you an explanation'

Instantly after this, they have blocked my account on SvenBet.

So i went to EvoBet and CampeonBet. On those accounts i had a total of 50 Euro( approximately).

I contacted the customer service by E-mail and Live chat there also, dozens of e-mails are unanswered. And in the live chat they told me:

' we can block customers at any time withouth having to explain why'

' We do not correspond or disccuss the reasons why'

And obviously, they blocked my account there also, so that money is also gone.

So they basically say, they can do whatever they want withouth having to explain themselves.

I am getting really despaired here:

They block my accounts and [kept] my money, and i don't even know why.

They have been ignoring my e-mails (and live chat) for weeks.

So i did some digging online and i found out who the owners were, where they are located etcetera.

I started to doubt my e-mail functionality so i even tried to contact the owners on Facebook, again i am being completely ignored.

After i contacted them on Facebook i finally DID get a reply. No explanation or apology for ignoring me and [keeping] my money, no it was a threat.

They would contact Europol because i used facebook for contacting them. They did not like my behaviour and communication.It was kind of funny, in that e-mail they said:

We were more than willing to help you resolve your complaint, however your behavior is not appreciated by our side.

Yeah right !

It is obviously not a suprise that i don't like their behaviour and (lack of) communication also.

As i said i am getting really despaired here and i have no idea how to get in contact with them, nor do i know how to get my money back.

The forum's are filled with complaints about the casino's so i am probably not the first, nor the last one to report them.

Any kind of help / tips would be very much appreciated,

Many thanks,

Read the casino review

12 Responses

ThePOGG
Jun 29, 2019

Hi balabala22 - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
Aug 06, 2019

Hi balabala22,

Svenbet have informed us that they will not discuss your complaint. They report that you have been verbally abusive to their employees and their family members over social media. If that is true we would absolutely support the operator in taking nothing further to do with you, but they have failed to provide any supporting evidence of this.

ThePOGG

BalaBala22
Aug 06, 2019

Hi ThePogg,

I did contact them on Facebook yes. But i was not verbally abusive at all. I was just (respectfully) informing how to get in touch with customer support as they TOTALLY IGNORED ME FOR OVER 3 WEEKS.
Also i apologized for this to them & to the casino.

Also, in my knowledge, ThePogg is a casinoreview website.
I am talking about the fact that they have taken my money.
I don't really see the relevance of my reactions to that fact for a casino review site.

My reaction is just an ideal excuse for Svenbet to dive in the (very easy) victim-role. They dodge all real case content. It has been that way for months, it's getting old.

[EDIT]

ThePOGG
Aug 09, 2019

Hi balabala22,

If you have been contacting people that are unrelated to the business - i.e. non-employees - over social media regarding this issue that is highly problematic whether abusive or not. Regardless, we have no way of verifying what went on so we pass no judgement other than to say that if what they have communicated is based in fact this would be a significant issue. Regardless of the situation no-one should be abused during the course of doing their job and we would absolutely support an operator that refuses to engage in further communication with a player who has behaved in an abusive fashion.

We cannot do anything further to help you as the operator have become non-cooperative with us.

Thanks,

ThePOGG

BalaBala22
Aug 09, 2019

Hi,

I really don´t understand why we are focussing on me here.

Svenbet claimed they would report me to Interpol or whatever, that is fine. It´s very doubtfull that there is something of a case but whatever. That is what Interpol is for i guess.

Anyway, my case has nothing to do with that. Svenbet took over 200€ from me, and ignored all my questions about why they did this.
What i did after being totally ignored for 3 weeks, should not even be relevant for a casino reviewing website.

´We cannot do anything further to help you as the operator have become non-cooperative with us´

Once again, they choose the easy way. No suprise there.

ThePOGG
Aug 09, 2019

Hi BalaBala22,

Firstly, your actions are not irrelevant in any way. You are an adult and you are responsible for your own actions. Their lack of response does not give you right to abuse or harass either their employees or relatives of their employees. Full stop. We have a zero tolerance policy for players who behave in this fashion.

So far we have not drawn any judgements. I have simply state that if Svenbet's accusation were to be accurate it would have ended any claim you had via us. They have refused to provide evidence to support that claim leaving it valueless as to determining the outcome of this case.

I am now stating that there is nothing further we can do to help you and that this conversation is concluded.

ThePOGG

BalaBala22
Aug 09, 2019

Hi,

´Their lack of response does not give you right to abuse or harass either their employees or relatives of their employees´

The fact that i contacted them, should not give them the right to keep my money either now does it ? The penalty for contacting them is exactly € 220 ?

It doesn't make sense at all.

I only asked them on Facebook how to get in touch with the support, as i was totally ignored. What could i do here? Send smoke signals ? I had to try something.

BalaBala22
Aug 09, 2019

Lets say you stole my TV, i saw you do it.

For 3 weeks i e-mail you, call you and go to your house every day, NO response at all.
Im getting desperate and i visit your nabers to ask how to get in touch with you.

Or let's make it a bit worse. I am getting so desperate and agry that i smash your car-window.

In both cases, i doubt that you can keep my tv.

But whatever, Svenbet says i was abusive etcetera, they don't have any proof. Case closed correct ?
That's an easy life.

GG

ThePOGG
Aug 09, 2019

Hi BalaBala22,

The case is closed because the operator have become non-responsive and that being the case has been found in your favour.

I'd strongly suggest you quit while your ahead at this stage. You've been told this conversation is over.

ThePOGG

BalaBala22
Aug 09, 2019

Hi,

So what does that mean ? The are non-responsive, they are already blacklisted here...

Now what ?

ThePOGG
Aug 13, 2019

Hi BalaBala22,

As stated above, there is nothing further we can do for you.

ThePOGG

BalaBala22
Aug 13, 2019

That's dissapointing.

However, thanks anyway.

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Agreement

balabala22 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Campeon Bet
  • Curacao eGaming
  • CW Marketing B.V.

June 28, 2019