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SvenBet - Withdrawal of 1,000 GBP rejected and 1,146.7 GBP confiscated from account balance of 1,286.71 GBP.

Ruling

Found for the Player - Svenbet are refusing to pay this player due to 'arbitrage betting' but in our opinion they have insufficient evidence to support this claim.

Read our Svenbet Review.

Player's Complaint

Hello,

I want to raise a complaint about the bookmaker and casino that operates as svenbet.com, which is jointly operated by Viking Holdings Limited and CW Marketing BV. The company apparently has a Curacao gaming license.

I created an account with svenbet.com on the 26/02/'19 and made my first deposit, adding 100 GBP to my account. A 100 GBP first deposit sportsbook bonus was then added to my balance, leaving me with 200 GBP to play with.

In the days following I placed a number of single bets on the site in order to play through the wagering requirements of the bonus (10 times D B), which in my case was 2000 GBP worth of bets. The bets that I placed ranged in value from about 80 GBP to 500 GBP and all of them were placed at odds greater than 1.90 and less than 3.00. While placing my bets I noticed that selections at odds of 2.0 usually had a stake limit of 500 GBP and if the odds were greater than evens the maximum stake was further reduced.

Anyway, I had a few lucky wins, as well as one or two losses, but ultimately managed to fulfil the wagering requirements, staking more than 2000 GBP in total on eligible single bet selections. After the bonus rollover had been completed, my balance stood at 1,286.71 GBP and I decided to request a withdrawal, which I was fully entitled to do at this point.

I initially put in a withdrawal request to withdraw 1000 GBP (the maximum withdrawal allowed was 1000 GBP) back to the MasterCard I had deposited with but I later cancelled that request myself when I saw that Svenbet doesn't support withdrawals to MasterCard bank cards. This cancellation was made on 06/03/'19.

I then requested a second withdrawal for the sum of 1000 GBP via SEPA transfer to my bank account, as I had been corresponding with their support team by e-mail around this time and they told me that I needed to select SEPA as the payment method.

A few days passed and on the 13/03/'19 I received an e-mail from Svenbet saying that in order to be able to withdraw I would need to verify my account by sending in proof of my identity, proof of my address and proof of funds. This was fair enough so I submitted all of the requested documents and on the 14/03/'19 I received an e-mail from the Svenbet KYC Team saying that they were happy to inform me that the verification process was successfully completed. The exact text from the e-mail:

"Hello [EDIT]

Thank you for your patience and cooperation. We are happy to inform you that the verification process has been successfully completed. Your account is now fully verified and you can proceed with your deposits and your withdrawals.

Kinds regards,

KYC Team"

After my account had been fully verified on the 14/03 I noted that my balance stood at 286.71 GBP, so I presumed the withdrawal request of 1,000 GBP that I had made before verification was still active and that the funds would soon reach my bank account.

A few more days then passed by and no money arrived in my bank account. I had expected the funds to be delivered on Monday 18/03/'19 but on that date at precisely 1 p.m GMT (this time is important as we shall soon see) I received an e-mail saying that my withdrawal had been rejected, with no explanation given as to why. Here is the exact text:

"Dear Customer,

Sven would like to inform you that your withdrawal has been rejected.

For further assistance please send an email to [email protected]

Best Regards,

Sven"

Just one minute after receiving this withdrawal rejection email, at 13:01 GMT, an adjustment was applied to my account balance, reducing it from 1286.71 GBP to 140.11 GBP. The transaction type was listed as "correction down", which seems to be a fancy term for a confiscation of funds. The (apparently) arbitrary sum of 1146.6 GBP was removed from my balance, confiscated from me by Svenbet.

I actually only learned of this reduction of my balance some time after receiving the email at 1 p.m that my withdrawal was rejected. After getting the withdrawal rejection email I emailed support asking for an explanation for the rejection and then got onto live chat, where an agent told me he would forward my query to the relevant department. I then received the following email with the subject line "account restricted" from the Svenbet KYC Team at 4:21 p.m on 18/03/'18

"Hi,

Svenbet reserves the right to close down existing accounts without explanation. In this event, or in the event of an account closure by a customer, the full balance will be paid out unless any fraudulent (e.g arbitrage.bonnus abusing etc.) behaviour is suspected. Svenbet also reserves the right to report to the appropriate authorities, if any customer is involved in any form of suspected fraudulent behaviour. Winnings from sport bets deducted from account, deposited amount remains for cash-out.

Kind regards,

KYC Team"

After receiving this generic email, which seems to be an automated one (others have reported receiving the exact same email before), I have been unable to get a response from Svenbet.

I tried to go onto live chat afterwards and my position moved from position 7 to position 6 in the queue, but then my position actually moved backwards to position 7 and then stayed there for ages. When I loaded live chat several more times following this I was unable to even enter the queue.

Email support have also not responded to any of my queries about the balance adjustment or the rejected withdrawal since I received this automated email at 4:21 p.m on 18/03/'18.

There was no bonus abuse or fraud involved on my part whatsoever, as all I did was place a series of bets totalling more than 2000 GBP, with the odds for each selection exceeding 1.90, which is exactly what Svenbet stipulated as the requirement for requesting a withdrawal. After verifying my account, the withdrawal should have been granted, but it was not and most of the balance was illegitimately confiscated.

I am at a loss for words for what has happened here even though I am aware that rogue bookmakers and casinos do exist and do confiscate player's legitimate winnings all the time. However, I wrongly thought that the risk of this happening was so minuscule that I would never become a victim of an illegitimate casino or bookmaker.

It truly is unbelievable that this kind of company can obtain a license and that they can get away with victimising new customers by keeping their losses and confiscating their winnings. I believe it is only because Svenbet is a newly established company that the word has not yet had a chance to spread about their foul play. I have no doubt that in a few months or perhaps years time, there will be complains like this all over the web about Svenbet and they will spell ruin for the company if it does not amend its ways.

I sincerely hope that a third party will be able to help me to retrieve the illegitimately seized winnings from Svenbet.

- [EDIT]

Read the casino review

2 Responses

ThePOGG
March 19, 2019

Hi breaking-free - welcome to ThePOGG.com!

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

Thanks,

ThePOGG

ThePOGG
April 19, 2019

Hi breaking-free,

I've discussed your issue with the operator. Svenbet believe that you have engaged in what is known as "arbitrage betting". This is an activity that is explicitly prohibited by the Svenbet terms and conditions. Having reviewed the evidence that Svenbet have gathered to support their position, while there is some indicators that would suggest they may be right, they do not in our opinion have enough supporting evidence to be confident enough that there has been a breach of terms to justify non-payment. Unfortunately the operator are not willing to change their position.

Sorry we could not be of further help!

ThePOGG

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Agreement

breaking free 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:

  • Svenbet

March 19, 2019

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.