Swift Casino ES - Withdrawal of player's winnings has been delayed.

Hello, I have deposited 200 euros at suiftcasino and they have given me a 100 percent bonus

I have played and I have won 900 euros with which in my account I have 1100 euros of which 900 are real balance and 200 bonus balance that I have not used at any time since the bonus balance is only used when your real balance is exhausted

now I want to make a withdrawal and the answer is that I have to release the bonus

which is almost impossible or have very good luck since after having played 2000 euros I have generated 1800 points and the bonus is released with 6000

but I insist at no time have I played with a bonus balance, not even a penny

Dear Recousomf,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Recousomf,

Have you received your withdrawal from the casino yet?

Dear Recousomf,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.