The player from Finland initially received a bonus that he didn't want. However, he eventually managed to finish the wagering requirement and after correcting the payment information, he got paid. The issue was successfully resolved.
Swift Casino - Player's dissatisfied with the bonus policy.
Amount: €320
Swift Casino
Safety Index:Above averageSafety Index
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6.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Have added a bonus to my game account that I have not requested. Please have requested to remove that bonus from my account more than once. The casino has not removed it despite my requests. I haven't played with a bonus
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2 years ago
Dear Pivi69,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise whether you started playing with this bonus?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hey
The casino had added a bonus of € 30 to my account without asking. I invested € 30 to win € 320 so I didn't use the bonus. it despite my requests and does not respond to emails
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2 years ago
Thank you for your reply, Pivi69. Was this bonus credited before or after you made the deposit?
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2 years ago
Pivi69, the bonus rules are active from the moment the bonus has been credited. Since you started playing and didn't ask the casino to cancel the bonus immediately after it was credited to you, but after you accumulated some funds and requested a withdrawal, I am afraid that if you cancel the bonus, you will also cancel your winnings (as the casino explained in their email). If you want to withdraw your winnings, my best recommendation would be that you finish the wagering requirements.
However, if you just want to cancel the bonus and you are well aware that this may cancel your winnings, please, let me know.
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2 years ago
Translation
Since the bonus was added to my game account without knowing it, I want the bonus removed. I have already asked the casino to remove it several times now it has been 2 weeks and the bonus has not been removed !!!!
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2 years ago
Thank you very much Pivi69 for your cooperation so far. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hi Pivi69,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Swift Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Hey
I no longer need to play that bonus and close my Game Account.
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2 years ago
Translation
Hey
I received a recycled bonus and now I have been trying to make a withdrawal for a week in the amount of 500 euros. I have sent the required documents to the options once .A copy of the passport, a copy of the electric bill, a statement and even a copy of the payroll. The casino keeps rejecting the withdrawal request? I don't know what documents I can submit anymore? Can you help me here?
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2 years ago
Hi Pivi69,
I received a message from the casino by email:
"Upon checking with my team, they confirmed that the player has already completed his wagering requirements and requested a withdrawal, but the casino had to cancel it because of an incorrect IBAN he entered. He can re-request the withdrawal via his cashier section and then choose bank transfer and re-enter his correct bank details."
I believe this is quite self-explanatory, you need to choose bank transfer for withdrawal and re-enter your correct bank details. Let me know if it works.
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2 years ago
Translation
Hey.
Cannot correct that account information
Constantly reject my withdrawal request despite it.I've inquired for a reason via email and chat but don't respond ???
I have sent the required documents, a passport copy of several, an electric bill, a water bill, even a copy of the payroll and a copy of the bank statement.
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2 years ago
Hi Pivi69,
What do you mean by "Cannot correct that account information"? Are you not allowed to change it or why can't you change it?
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2 years ago
Translation
I do not know. I have provided my iban account number several times and also sent my account number by e-mail.
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2 years ago
Hi Pivi69,
I asked the casino about this by email, I will keep you updated.
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2 years ago
Hi Pivi69,
The casino asked me if you could provide "screenshots of your withdrawal area" so that they can see the issue you are having with updating your details.
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2 years ago
Hi Pivi69,
I was informed by email that the withdrawal was processed. Please let me know when you receive your funds.
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2 years ago
Translation
Hello the money came to the account on May 25th.
thanks for your help
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2 years ago
Thank you Pivi69,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
