Svenplay Casino - Os ganhos do jogador foram confiscados.

I have a dispute with the betting company Svenplay regarding the confiscation of my winnings.

I deposited a total of about 3 x 500 € (total 1500e) and used the bonuses offered by the site. I played normally and the balance grew to 4900 euros. When I requested a withdrawal, the company canceled it and removed the entire amount from my account, returning only 100 €.

The company claims that I violated the terms of service regarding "bonus abuse", but has not provided any concrete explanation or evidence to support their claims, despite my repeated requests.

I have only used one account, my own funds, and have not participated in any prohibited activities. My gaming has been normal.

I feel that the company has applied its terms and conditions unfairly and without transparency, especially after I won a larger amount.

Minulla on riitatilanne vedonlyöntiyhtiö Svenplayn kanssa koskien voittojeni takavarikointia.

Talletin yhteensä noin 3 x 500 € (yht 1500e) ja käytin sivuston tarjoamia bonuksia. Pelasin normaalisti ja saldo kasvoi 4 900 euroon. Kun pyysin kotiutusta, yhtiö peruutti sen ja poisti koko summan tililtäni, palauttaen vain 100 €.

Yhtiö väittää minun rikkoneen käyttöehtoja liittyen "bonus abuseen", mutta ei ole toimittanut mitään konkreettista selitystä tai todisteita väitteidensä tueksi, vaikka olen niitä useaan kertaan pyytänyt.

Olen käyttänyt vain yhtä pelitiliä, omia varojani, enkä ole osallistunut mihinkään kiellettyyn toimintaan. Pelaamiseni on ollut normaalia.

Koen, että yhtiö on soveltanut ehtojaan epäoikeudenmukaisesti ja ilman läpinäkyvyyttä, erityisesti sen jälkeen kun voitin suuremman summan.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Mapo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the confiscation of your winnings from Svenplay.

To better understand your situation and assist you effectively, could you please answer the following questions?

• What specific terms of service does Svenplay refer to regarding "bonus abuse"?
• Can you provide details about the bonuses you utilized during your gameplay (links or screenshots)?
• When did you request the withdrawal, and how did the company respond to that request?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Tässä on alla mihin he vetoavat. Jatkan vielä vastauksia kysymyksiinne.

Dear Maxim

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of €4,900.00 has been removed from your balance due to the breach of the following Terms & Conditions:

11.1. The following practices in relation to the Services:

a) abuse of bonuses or other promotions (as defined in paragraph 11.4)

b) using unfair external factors or influences (commonly known as cheating)

c) taking unfair advantage (as defined in paragraph 11.4);

d) opening any Duplicate Accounts; and/or

e) undertaking fraudulent practice or criminal activity (as defined in paragraph 11.4), constitute "Prohibited Practices" and are not permitted. We will take all reasonable steps to prevent and detect such practices and to identify the relevant players concerned if they do occur.

11.2. You agree that you shall not participate in or be connected with any form of Prohibited Practice in connection with your access to or use of the Services.

11.3. If:

a) We have reasonable grounds to believe that you have participated in or have been connected with any form of Prohibited Practice (and the basis of our belief shall include the use by us of any fraud, cheating and collusion detection practices which are used in the gambling and gaming industry at the relevant time); or

b) You have placed bets and/or played online games with any other online provider of gambling services and are suspected (as a result of such play) of any Prohibited Practice or otherwise improper activity; or

c) We become aware that you have "charged back" or denied any of the purchases or deposits that you made to your account; or

d) You become bankrupt or suffer analogous proceedings anywhere in the world, then, (including in connection with any suspension and/or termination of your account) we shall have the right, in respect of your account to withhold the whole or part of the balance and/or recover from the account the amount of any deposits, pay-outs, bonuses or winnings which have been affected by or are in any way attributable to any of the event(s) outlined in this paragraph.

11.4. For the purposes of this paragraph 11:

a) A "fraudulent practice" means any fraudulent activity engaged in by you or by any person acting on your behalf or in collusion with you, and shall include, without limitation:

fraudulent charge-backs and rake-back activity;

the use by you or any other person who was participating in the same game as you at any time, of a stolen, cloned or otherwise unauthorized credit or debit card, as a source of funds;

the collusion by you with others in order to gain an unfair advantage (including through bonus schemes or similar incentives offered by us);

any attempt to register false or misleading account information;

any actual or attempted act by you which is reasonably deemed by us to be illegal in any applicable jurisdiction, made in bad faith, or intended to defraud us and/or circumvent any contractual or legal restrictions, regardless of whether such act or attempted act actually causes us any damage or harm;

b) An "unfair advantage" shall include, without limitation:

the exploitation of a fault, loophole or error in our or any third party's software used by you in connection with the Services (including in respect of any game);

the use of automated players ('bots'), or other 3rd party software or analysis systems; or

the exploitation by you, of an 'Error' as defined in paragraph 18, in any case either to your advantage and/or to the disadvantage of us or other.

c) A "Bonus Abuse" shall include:

Making a deposit to receive a bonus without any activity of the deposited funds

Cashing out for the purpose of re-depositing

Betting both sides of a single event for the purpose of falsely achieving bonus wagering requirements

Referring new accounts for your own use

All Bonuses are subject to bonus use limitation based on the bonus engine, and, unless stated otherwise, they shouldn't be used more than 6 times per calendar month, if for any reason a bonus code is used by an individual player over that amount the company reserves the right to further investigate bonus abusing pattern and deduct bonus winnings

jatkuu (1osa) ...

Jatkuu (2 osa)...

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.

1.7 All of the Website, newsletters, SMS’s and On-site Notifications bonuses and promotions are intended for recreational players. We therefore expect that all players participate in all bonuses and promotions fairly. We have set out below certain types of play which we consider to be irregular and therefore will be considered to be in breach of these General Promotions & Bonus Terms and Conditions:

-- Wagering on games with bonus money to build up value, lose the bonus and then cash out on the built-up value with a secondary deposit or other methods.

-- Using any betting system (e.g., Martingale) or placing even money bets on any game of chance.

-- Two tier betting (where large bets are placed on high variance outcomes, before switching to lower variance outcomes to clear wagering requirements);

-- Placing contradictory or repetitive bets;

-- Placing over 100% of the deposit amount in one bet while a deposit bonus is active;

-- Using multiple accounts to obtain more than the number of bonuses or free bets permitted for each player;

-- Colluding with other players in order to take advantage of promotions or bonuses;

-- Repeatedly using promotions to play, with minimal or no deposits, and/or depositing purely to take advantage of our offers.

-- Using any strategy to wager the bonus funds prior to the real money funds (e.g. placing real money funds in low-odds bets).

-- Cancelling a bonus before the completion of the wagering requirements.

-- Taking advantage of specific game features with low house edges or using a combination of games to meet wagering requirements with minimal loss.

Please note that the amount of your last deposit (€100.00) remains in your balance.

Voitko antaa tietoja bonuksista, joita käytit pelaamisen aikana (linkkejä tai kuvakaappauksia)?

• Laitoin kuvakaappaukset

Milloin pyysit peruutusta ja miten yritys vastasi pyyntöösi?

Nostopyynnön laitoin to 19.3.2026 ja ma-ti yöllä he laittoivat tuon etteivät hyväksy nostojani ja olen huijannut heitä.

Kun pyysin asiallisesti tarkennusta ja selvitystä että missä olin rikkonut asioita he vastasivat vain: Dear Maxim

Thank you for reaching out to us.

Kindly note that the decision has been made by the relevant department in accordance with the Terms & Conditions, which you have been informed about in detail, and is final.

We do not have anything further to share.

Kind regards,

Nick

VIP Account Manager

Thank you for your reply and for providing the previous details, Mapo.

Please understand that if your Bonus is related to sports betting and your account was reviewed by the Casino, the casino may have detected activity that led to this decision. Since we don’t have enough insight into this field of online gambling, we wouldn’t be able to interpret the casino’s results of the investigation and/or their explanation correctly and judge this case fairly. We don’t think that your complaint is unjustified, we just couldn’t evaluate the issue properly. We would really like to help, but it is impossible for us at this time.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. I am sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Best Regards,

Petra