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SverigesAutomaten – keeps my winnings and deposits, and doesn’t state the reason

Ruling

Unresolved - We have been told the reasons why SverigeAutomaten have refused to pay this player but not shown the evidence to support the claims. If the evidence had been provided this complaint would have been ruled in favour of the casino. As it stands we have two parties making different claims and no basis on which to make a decision.

Read our SverigeAutomaten Casino Review.

Player's Complaint

Account name: [EDIT]

I won at Sverigesautomaten early June 2015. I googled them and they seemed safe as they are part of Betsson.

I read their rules and played according to the terms and conditions. In spite of that, they removed my winnings and kept my deposit. They did not ever tell me directly why they did it. They just quoted terms and told me that they can do it. There was no term broken, and they couldn't tell me any rule was broken. They just suspected I had done something wrong, especially since I won.

They quoted that:

"My name is [REMOVE]Angelica[REMOVE] and I work as a Shiftleader at Sverigeautomaten. I have noticed your case with us and I do understand your frustration over the situation.

We can after an thorough investigation of your account made by our security team confirm that our terms and conditions have been violated. Due to this have the decision been made to close your account with us on a permanent base and your winnings have been confiscated, we will not refund your deposit.

I direct you to read our terms and conditions which you approved when you registered your account, you will find a direct link to them Here.

The decision is also made according to our terms and conditions:

11.1 : If You breach any provision of these T&C or SverigeAutomaten has a reasonable ground to suspect that You have breached them, SverigeAutomaten reserves the right not to open, suspend, close Your Member Account, withhold any money in your account (including the deposit) and apply such funds on account of any damages due by You.

11.2: If SverigeAutomaten suspects that You are engaged in illegal or fraudulent activities when using the Website; or in breach of this Agreement; or that You are having problems with creditors or otherwise detrimental to our business, we may freeze or terminate Your account or cancel any stakes at our absolute discretion.

11.3: You acknowledge that SverigeAutomaten shall be the final decision-maker of whether You have violated SverigeAutomaten's rules, terms or conditions in a manner that results in SverigeAutomaten's suspension or permanent barring from participation in our site.

I understand that this isn't the answer you was hoping for but I am hoping for your understanding. This decision is final and we will not review our decision.

Best regards,

[EDIT], Shiftleader Sverigeautomaten.

Chats:

" [SVERIGE REP]: I can see that you account has been closed due to that you have been braking our terms and conditions, this desicion is final, and we will not change it. I am terribly sorry about this, but this decision waws taken by the security department.

[SVERIGE REP]: I do understand that you was not hoping for this answer.

You: i did read your terms carefully before playing and i did not brake any of them

You: i got an email reply with something like this before " SverigeAutomaten suspects that You are engaged in illegal or fraudulent activities when using the Website"

You: if i lose i'm your friend, if i win im a criminal?

[SVERIGE REP]: I understand that it is frustrating when things like this happens, but as I informed you about the decision is final, and if you want to give your complaint about this, I would like to ask you to reply to the email you got, and we will forward it to the relevant department. "

"[SVERIGE REP 2]: I can see here that you have sent us an emai. This is something that we will have to check with another department and I am afraid that I can not do anything right here so I kindly ask you to await the email.

You: i cannot log in to my account now, but i'd like to withdraw all of my money out

You: can you help me with it?

[SVERIGE REP 2]: As it say in the email, your account has been closed so I can not reopen it . But we will respond on your email!

You: if you close my account, you should pay me my money right?

[SVERIGE REP 2]: I can not promise you this since we have our terms and conidtions. As we also sent you in the email. But we will respond on your email, I just do not have all the information that I can respond here in the chat to you. You: is this some sort of scam?

[SVERIGE REP 2]: No it is not. It is just that we have our terms and conidtions. But since you have responded on our email we will send this further on to the relevant department and come back to you. "

They refused to give me any details. I hope I can get my winnings, as they won them fair.

Read the casino review

3 Responses

ThePOGG
Jul 13, 2015

Hi aDyrus1 - welcome to ThePOGG.com!

Reading your correspondence with SverigeAutomaten, and given the fact that they've also refused to return your withdrawal I can say with great confidence that SverigeAutomaten suspect that you are either not the person named on the account or are engaged in the operation of multiple accounts.

I can say from experience that this group will not discuss the evidence supporting their decisions in this type of situation with us. As such your only course of action is to take your complaint to their regulator in Malta.

We would be happy to assist you in the submission of your complaint, however I need to make something very clear before we proceed;

If you have been engaged in the operation of multiple accounts/using someone else's identity, this will come out during the course of the investigation, you will not get any funds returned, this complaint will be marked in favour of the casino, you will not be entitled to submit further complaints to this service and your details will likely end up in a database of suspect accounts with the regulator.

I say the above specifically because it is unusual for this group to withhold deposits alongside winnings in this type of case. This likely indicates that the casino feel that whatever evidence they've gathered very strongly indicated fraudulent activity.

That doesn't mean that you have done anything wrong. I say the above simply because you'll know the truth of the situation better than anyone else and if it is true it would waste a lot of people's time and open you up to further fallout.

I'll leave the ball in your court regarding how to progress. If you wish to submit a complaint to the MGA you can do so on the following page - http://www.mga.org.mt/support/online-gaming-support/

When submitting your complaint be sure to explicitly state that you give the MGA permission to discuss your complaint with representatives of ThePOGG.com and I'll contact the MGA directly to discuss the issue.

Let me know what you decide.

ThePOGG

ThePOGG
Jul 15, 2015

Hi aDyrus1,

Thanks for your email - I'll contact the MGA and see what I can find out.

ThePOGG

ThePOGG
Jul 31, 2015

I have spoken directly with the MGA regarding this issue and while they have indicated what factors were involved in the decision not to pay this player they have not provided the supporting evidence. I will state that had evidence alluded to been provided we would have unquestionably ruled in favour of the casino. Without having seen the evidence we don't have valid grounds to support either party and neither do we have any possible avenue to continue the investigation. As such this complaint will be marked as 'Unresolved'.

ThePOGG

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