CAMPEONBET, EvoBet, Svenbet Casino, CampeonUK, Evoreels, Svenreels, Svenplay, Sons Of Slots, Lapilanders, Casino Support and Complaints Thread

Hello,

I had to change my phone operator to meet Campeonet's crazy demands. Will recieve the bill early March.

Now, I quoted the same sentence they sent you:

"The address verification document should be either telephone or energy bill.
It should be colored, with barcode on it and received by post."

And specifically asked, if I meet these requirements, will you verify me?

Unsurprisingly, they have ignored me today, lets see if they reply tomorrow now that I posted this.

Hello thunder,

We've notified Campeonbet Casino Representative and asked him to reply in this thread.

Dear Sander,

We apologize for any delay however we replied to your email a couple fof hours after you sent it.

You haven't provided the requested doument, that is why we haven't verified your account.

Once you provide it, we will inform you via email.

Kind Regards,

Campeonbet Team

Hello LCB,

Can you tell me what is the industry standard for changing the address of residence?

I moved to another country and requested to change my address. They replied that I need to send proof of address from both my previous address and my new address. This is not about verification! I simply want to change my address and have a feeling they will not let me do that!

Here is their paragraph of their T&C about changing address:

"2.4 When you open your account you will be asked to provide us with personal information, including your name and date of birth and appropriate contact details, including an address, telephone number and e-mail address ("Personal Details"). You may update your Personal Details from time to time by contacting Customer Service; or through the "My Profile" management page on the Website: or by such other method as shall, from time to time, may be offered by the Operator."

It says nothing about needing to prove either address!

For the record, I have changed address with 2 other bookmakers. 1 simply accepted my request and the other accepted my lease contract for the new address. No questions about the previous address!

So LCB can you please tell me what is the usual procedure and ask Campeonbet to respond here.

Thank you, have a nice day!

Hello thunder,

We'll ask the Casino Rep to advise on this matter. 

But can you tell me the industry standard for this? 

Either way actually, their Terms and conditions do not state that a verification procedure is needed for this!

Hmmm each casino would have different procedure. You should have a billing invoice/untility bill for your previous address right? The quickest and hassle free approach would be to just give them what they need.

I sent them an internet bill invoice from february. Lets see their response then.

Contacted live chat this morning and they changed my address immediately.

Have you asked Campeonbet to respond here? I would like to know if this still applies to get me verified:

"The player should provide alternative documentation:

The address verification document should be either telephone or energy bill.
It should be colored, with barcode on it and received by post."

I should be able to provide this early April and dont want anymore suprises.

Hi thunder,

We haven't received any response so far.  We will now send them another reminder. Keep you posted. 

Well, the Circus continues. Evobet Live chat refused to do the same as Campeonbet live chat, although they are basically the same company.

Me (15:00:59): hello, i would like to change my address and phone nr please

The address is:-----------------------
Phone number: -----------------------
Maria (15:01:12): Enjoy the highest Cashback in the market! For more info click on the link: https://bit.ly/2VcGxgu Thank you for contacting Evobet! My name is Maria. How may I help you today?
Maria (15:01:46): You are alredy in contact with the kyc department
Maria (15:02:08): For making this change you need to provide a document of the old and one of the new adres
Maria (15:02:18): *adress
Me (15:02:40): i dont live there anymore how can you ask this???
Maria (15:03:35): For changing your adress we need a proof that you have been living there before
Me(15:04:04): this is not in your terms and conditions!
Me (15:04:12): you are making rules up
Me (15:04:57): and i did send an invoice 3 days ago you have not answered!
Maria (15:05:22): Please note that customer inquiries are answered by time priority
Me(15:05:40): your maximum is always 48 hours
Me (15:06:04): its in your terms and conditions
Maria (15:06:29): This is counted by working days
Maria (15:06:34): Weekend doesnt count
Me (15:07:26): show me in terms and conditions where it says i have to verify old address please
Maria (15:07:51): I am not from this department, I am just chat support
Maria (15:08:05): You can ask this questions to : [email protected]
Me (15:08:29): they do not answer
Me (15:08:43): 2.4 When you open your account you will be asked to provide us with personal information, including your name and date of birth and appropriate contact details, including an address, telephone number and e-mail address ("Personal Details"). You may update your Personal Details from time to time by contacting Customer Service; or through the "My Profile" management page on the Website: or by such other method as shall, from time to time, may be offered by the Operator.
Me (15:09:06): this is your paragraph about changing address
Maria (15:09:15): I cant answer you about this
Maria (15:09:24): It is out of my scope of support
Me (15:09:45): campeonbet live chat did answer and changed my address
Me (15:10:42): just like in your paragraph, i contact customer service to change my address and they did that
Me (15:10:59): so what are you talking about???
Me (15:11:10): change my address please
Me (15:11:34): it is in your scope, stop lying
Me (15:11:43): are you customer service?
Maria (15:12:45): Please respect that I CAN NOT change anything or do something in this case. You are already in cotact with the kyc departrment, they will reply to your request asap.
Me (15:13:44): your Terms and conditions say nothing about contacting KYC!!!
Me (15:13:59): it says contact customer support. like you
Me (15:14:19): why did campeonbet customer service do this?
Me (15:14:27): and not you?
Maria (15:14:39): I have to end the conversation now, as you dont respect what I am telling you, I am sorry.
Maria (15:14:43): . Wish you a lovely day.

@thunder 

Just a quick update - We have been informed by the casino that their team is looking into your account. Keep an eye on this thread for the updates. 

I sent them an invoice 4 days ago and today I recieve the same letter they sent 5 days ago, to send proof of previous address. Completely ignoring the invoice I sent!

Why do I even have to prove the address where i dont live anymore? I sent them like 10 documents with my address when I wanted to verify myself. They rejected all of them with crazy reasons.

I can now verify my new address according to their crazy rules but they continue to demand "their kinda proof" from the old address. They probably want postage mail again. I dont live there!!! How can they even ask for that.

Serious frauds I tell you.

Why dont they reply here?

Hi thunder,

As per their words, their team is looking into your account and will provide an update on the forum during the day. 

The email communication with them is hopeless, they continue to ignore my questions and still will not show up here as Ive asked that too.

Can LCB try again please? I have asked about 5 times themself with no answer. Is my invoice from the old address accepted? I only want a YES or NO on this.

Hello thunder,

Sure, we will send another reminder. Keep you posted. 

So they are ignoring you too?

Hello thunder,

We've got a confirmation that their team is still looking into your case. We will inform you as soon as we get additional feedback from them. 

They keep on "looking" but nothing ever happens. Why dont they reply here anymore? 

Dear customer,

We apologize for the delay.

Complying with AML and KYC (know your customer) laws, we need to take further investigation to verify customers.

As a result, we need to request additional documentation according to our T&C's. Evobet reserves the right to request additional documents any time as part of our KYC process.

Kind regards,

Evobet Team

This is not about KYC!

I only want to change address. Check your own rules at paragraph 2.4

Also, I sent you an invoice and you are still ignoring this. Is that invoice accepted or not?

"The address verification document should be either telephone or energy bill.
It should be colored, with barcode on it and received by post."

If i provide this from my new address, will you verify my account?

Hi thunder,

We will ask the Casino Rep for another update. Keep you posted. 

Dear customer,

As you have been informed by our KYC team, you need to provide 2 utility bills, of your old and new address.

Complying with AML and KYC (know your customer) laws, we need to ask these documents to verify customers' accounts.

Kind regards,

Evobet Team

Hello Basel09,

We're sorry to hear that. Would you like to make a complaint here regarding your issue with EvoBet? If you do, please send me your EvoBet casino username in PM inbox and we'll contact the Casino Represenative.

Hello Basel09,

Thanks for providing us with your casino username. We've notified the casino and asked them to reply in this thread regarding your issue.

Hello,

While the question was not answered here directly, Campeonbet and Evobet did inform me by email that when I send them a document from my old address and a document from my new address which complies with their reqirements, they will verify my account.

Today I have sent an invoice from old address and a phone bill from my new address, matching exactly their requirements. I even took a picture of the envelope. Hopefully this will be the end of it.

Hello Basel09,

The Casino Representative advised us that they would look into your case and reply here in the thread. We're still waiting for them to address your issue here.

This is good casinos, especialy Campeonbet.Just i have no luck to win here like on begin,always dead spins. 

I knew it. They rejected me again. The invoice from my old address does not qualify. They are asking for new documentation from my old address which I havent sent before. How CRAZY is this?Now I actually did have another invoice from old address which had not sent before (and it has barcode like they asked) but Im sure they will find another way to reject me again. Their previous email said that if I send these documents, my account will get verified. So there's no point really. Lies and unbeleievable reasons of rejections.

So, I know Campeonbet recently had an exclusive interview here but one of LCB's mottos is to offer unbiased feedback so can I please have your feedback on their actions? 

So LCB will stay quiet on this?

After sending another invoice (with barcode like they asked) Campeonbet is now accusing me of forgery, which is ofcourse not true. I can provide LCB the document to prove it's legitimacy.

Can you ask why did they not verify me after providing exactly what they wanted from the new address and why are they asking new documentation from my old address?

Hello thunder,

We've contacted the Casino Representative again and they've promised us to address this issue in the thread. 

Yes, it is true that Campeonbet had an exclusive interview here, but that's not the only casino that has been interviewed by LCB. The interview with Campeonbet CEO doesn't mean that Campeonbet has any "special" treatment here. 

If you have any additional documents, which could help us to resolve this issue, you can send them to my PM inbox.

We're doing our best to help all our members who have any issues or complaints with casinos. We have been always offering unbiased feedback and if you're not happy with our assistance, you can always file a complaint with Campeonbet regulatory body.

Hi,

Thank you for the reply. I have sent you a private message with all the details.

Dear customer (thunder),

Complying with AML and KYC (Know Your Customer) laws, we need to proceed with further investigation.
As a result, we have requested further documentation according to our T&C's.

Please be informed with the below Campeonbet term:

62.1 Before the first payment is made to the User via electronic payment methods (Skrill, Webmoney, Credit or Debit card, etc.), the client is obliged to upload an electronic copy of a passport of his national ID at the relevant section under his Profile. Campeonbet, at its own discretion, may ask from the client additional documents (e.g. proof of address, selfies, etc.) prior to their first payment.

As a responsible gaming company we need to follow our rules and not proceed with any payment unless you successfully verify your account.

Kind Regards,

Campeonbet Team

Svenbet casino dont want to give me 50 freespins because some ridiculous rule :

Bonus is  limited to ONE per person, family, household address, email address, telephone number, same payment account number and mobile device, application download, shared tablet or computer, e.g. public library or workplace and IP address.

 So, only me play from my house, i think only me from my country. You jjust wont to give me what you said. 

Hello perobet,

Could you please send me your casino username in PM inbox and we'll contact them regarding your issue with free spins.

New delaying tricks now? This is the first time in 6 months you are saying this. Why are you asking this now? I did upload my drivers license in the profile section on October 1st. It is still marked as NOT CHECKED. I tried to upload my passport this time but I get a "image upload failed" error each time. I have also sent you my national ID card to KYC before. Since I cant upload my passport on your site Im sending it by email to KYC.

Dear Perobet,

We would like to inform you that in the past you have already taken this offer.

However, as a gesture of good will and because of your dissapointment we have added again the free bonus you asked for.

Best Regards,

Svenbet Team

Could you answer my case too please? Am I verified now? I sent you my passport by email. I remind you, uploading it in the profile section gives an error each time.

After sending my passport like they asked, Campeonbet and Evobet are asking for new documenation (has to be by post) from my OLD address! Can LCB ask their reasoning for this? As obviously this is simply not possible to do!

Hello Basel09,

We've notified Campeonbet/EvoBet Casino Representative about your complaint and asked them to reply in this thread.

Please keep an eye on this thread.

Dear customer,

We apologize for the whole inconvenience.

You applied for Time out into your account and then you requested to reopen the account from our support team.

After your request to reopen your account, this request was reviewed and this is why your account was reopned.

However, the time out has been already applied again based on our Responsible Gambling policy.

Kind Regards,

Evobet Team

Hello there. I had a problem starting in beginning of March, I signed up for a betting site called Svenbet deposited and played alot there, one day i won 3000 euros on a sportbet, everything was allright with that and i put some more bets down, i did always a 2 games on a Accumulator, just normal bets. About a week after all this and me trying to withdraw part of my winning i had a message that they had detected a fraudalant activitie on my account and that they had to deduct my winning amount from my account and i could only withdraw my deposited money back. So i tried to withdraw my deposited amount ofcourse and tried to get more and better answers about why they took my money away. They answer that the Risk department is investigating my account and they would inform me by email about the results of the investigation. Now about 45 days after they tell me that they are processing my withdrawal of my deposited amount and that they are not gonna pay me the 3000 euros because the Risk department say that my betting patterns where not acceptable. I am clearly being violated here as my bets are just normal and nothing i have done wrong, i will send you copy of bets and the winning so you can see. Svenbet has cleared all my betting history and data on my account for some reason but i ofcourse took a copy before that happend. They refuse to help me or change theire mind and i have sent to Curacao-egaming a complaint without any respond from them, Ask gamblers site cant help me because this a sport bet we are talking about. I really need an advise on this case and someone to help me out get my money back. I will be ever so thankful if someone can help me.

Best regards. Valdimar Ingi Auðunsson.

Hello ICEviking,

Please send me your casino username in PM inbox and we'll contact the Casino Represenative regarding your issue.

Campeonbet are ignoring my emails on why are they asking me new documentation from my old address. Which ofcourse is impossible because i live in another country now. I would like a statement how can they even ask something like this.

Hello ICEviking,

Thanks for providing us with your casino username. We've sent it to the Casino Representative and asked him to address this issue here in the thread.

Hi there again. Svenbet support sent me this in the morning:

The bets of our player were voided based on our term: “ 12.11 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 gull balance will be paid out unless any fraudulent (e.g. Arbitrage, Bonus Abuse, etc.) behavior is suspected. Svenbet also reserves the right to report to the appropriate authorities, if any customer is involved in any form of suspected fraudulent behavior.”

Below are some bets that indicate that our is player is following a betting pattern in order to gain profit regardless of the outcome called arbitrage or surebets. This means that he was placing one bet per each outcome with different betting companies. In other words, they match prices among different companies and gain the maximum profit.

Arbers take into advantage the late feed of not mainstream competitions in both pregame and live betting.

These accusations are false as there is no abrigate or sure betting going, these bets i only put down on svenbet and that they are saying also sure betting, is out of this world im afraid, i lost on most of the bets that i made on svenbet, only few winnings and one big one with my last money on my account i played with. So now it we need to go with this case further and i will provide all evidences that i need to give you. I am 100% innocent in this case and they cant make these false suspicions and just take my money, i need help in this case, because they are not honest to me and just stand on theire suspect, i can provide bankstatement of my withdrawals, evvidences from other sites i have played on and anything you need to help me out as they are trying to create a suspect so they dont have to pay me my winning, i mean my history on my account and data is gone and they havent even processed my deposited amount after 45-50 days. Please be in touch and help out. :(

Hello Evobet KYC Team are ignoring my emails on why are they asking me new documentation from my old address.

Hi Vladimir, how can I contact you please ? I have exactly the same problem and maybe I can help you and inform you what action I am taking ? Thanks Wizard1

Dear LCB,

in your interview below with <name removed by admin Melcb>  it is being stated that Evobet, Svenbet and Campeon have acquired an MGA license.

https://jswqzs.com/news/interviews/to-make-a-premium-casino-interiew-with-campeonbet-affiliates

Could you please verify this information?

Thanks