Swift Casino - Player’s struggling to complete the account verification.

I will except the game play brill but don't expect to withdraw easy worst casino ever I have tried to withdraw with read there terms and conditions did not say valid passport also law set by gambling commissionare say upon any withdraw id cannot be asked and prevent a withdrawal as this should be done before any deposits and game play so deposited won went to withdraw and they wanted so much id Inc proof of income bank statements passport proof of address debit card photo of me holding passport etc so I sent in my expired passport medical card bank card proof of address benifits letter hospital letter with my DOB name and address then they refuse still to pay me I dint take any bonus during playing all day not once asked for my id just when I went to withdraw they said my passport expired need to get another to withdraw due to covid I cannot get one after passport office refused photo by my phone so I would have to go out during covid take my mask off in photo booth risk getting covid and I've got COPD dieabtec and had septis but none of this effects me gambling I also sent proof off my disabiktys for six weeks I've been ignored shut off online chat after waiting over half hour to even talk to someone and the think that got to me the most when I was told if you want your winnings I have to get passport even if it means catching covid where I live it's at the highest and not safe for me to take mask off I had an online chat with a manager who I thought I got some where with I got as much id as I could took photo of myself holding passport for an hour I done all this and in a wheel chair she told me she would personally sort this out and should under the circumstances be allowed to with draw still waiting now for her to email me I've been asking online chat can I use an disabled id card which has my photo DOB and name or what else can I use still waiting for answers and to be waiting online for an operator to answer go through every thing to be cancelled at the end shut off chat disgusting ime 50 years old gambled for years not once have I had to go through this and other casinos won thousands only won 870 with this one looking at reviews on the pogg website it's black listed as well as others and my review is similar to others I've got screen shots of some online chat and requested the chat sent to my email address not one has been sent and this being the way I've been treated and cutoff

Dear Tracey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that uploading your passport seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Have you been advised to provide any other picture ID?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

For last four days I've been asking if a disabled id card would be ok got my DOB photo and name this is all the id I've sent in expired passport medical card got DOB on hospital letter with DOB on council tax letter this month's my bank card letter from bank proof of where I get my money from that was my disabilty award letter ESA award and payments letters and I think that is quiet a lot three lots of paper work shows my name DOB and address and Milla told me to take a photo with me holding my passport done that also nothing more I can send for six weeks now had nothing but grief having to constantly go online chat explained every thing time and time again then who Eva I talk to one being a manager for no reason ends the chat it gets me so frustrating and on Sunday Milla your manager to me under the circumstances there should not be a problem and would get on it as a priority still not heard back and a copy of chat her saying this should be available I am 50 years old and don't need the stress why would a manager have me find every kind of id and paper work I had send them in knowing at moment ime in wheel chair to get totally ignored think that's wrong don't you

If I would of seen on your terms and conditions valid passport I wouldn't of bothered playing and upon reading gambling commissionare who states upon a withdrawal a company cannot start to ask for Id as should be done before any depisit or play so by reading this I though not a problem like I've not once had a problem in the years of gambling just yours

Been advised to get passport that's the only photo id I been told requaudless the fact I could get covid by getting a photo for passport by going to a photo booth taking my mask off as I've got COPD and struggle walking as well it's disgusting to be told that's the only way and with living in a high rate of covid totally unfair when anyone deposits you don't have a problem getting the money but we do if we win it's wrong and the way I've been treated is wrong

If it wasn't for covid there wouldn't be a problem me getting the id of passport but when I put in for passport online my photo off my phone was not good enough and they said I would have to go photo booth get a photo and go from there during covid it limits so many people getting out and when the NHS tell me not to go out only if an urgent hospital appointment is needed to stay in well that's what I've got to do.

If I don't have this problem with id to be honest I would of rated your casino the best are fairest and enjoyed my games but as soon as I wanted to withdraw then I will says it's the worst in the way I been treated that's all I can say

You just said kyc do security checks to make sure the winnings is going to the rightful owner well I deposited by my bank card want to withdraw by by bank card proved it's my bank card sent photos of it sent letter off my bank in my name and address council taxi bill medical card with DOB on recent hospital letter that shows my NHS number on that corsponds with medical card that shows I am 50 by dob my name and address also proof of income from dwp and disabikty now if this is not enough id yet law says before anyone can deposit these checks have to be done before depositing or play and this id cannot be asked upon a withdrawal now if they don't believe who I am saying or my age etc don't let me depsit but I am that person so excepting my deposit not a problem they believe it's me but winning they don't believe it's me so it's a joke I've sent enough id won fair and square don't need all this going on for six weeks if they don't want to pay out then don't take our money fact.

Thank you very much, Newtray1, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Newtray1,

I looked at your complaint and will do my best to help you. I would like to invite Swift Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

I am now blocked from online chat and they keep ignoring my emails totally I keep sending emails asking for there complaints dept and for six weeks still not replying back to me I have informed ecogra and ibas resolver don't have them listed so I've had to raise swift casino to be put on there system getting me so frustrated they shouldn't be able to be online as a casino and on other websites it's got loads of stars saying exellant casino yet all reviews are so bad no stars at all not seen a single review that states they are one of the best casinos so where they get there info from it shouldn't be allowed to say there trusted when there not and not a review to say this that they are so due to company's saying exellant don't know why this is when there clearly not

When I go online casinos I read the terms and conditions and if a valid passport is needed this casino just says passport and people's accounts have to be vertified before any depisit or play I've never had problems before as the id I do have been OKed by others I've sent in expired passport medical card bank account details council tax letter etc three of these has my DOB name and address they said to send in birth certificate I told them I've been adopted from young but I did change my name by deed poll about twenty years ago so I could get my passport I got my passport not a problem as they had my change of name deed poll I haven't got this paperwork any more but have tried online looking for it and had emails back to prove this on one email from change of name deed company they said as it was done by a solicitor before 2003 that there would be no record of it since my change of name deed poll papers I've been know as Tracey g****** ime on electroll registrar bank in my name schools was in my name every thing is in Tracey G****** my National insurance card you get from school in my name everything so I can withdraw with the change of name deed poll as well as birth certificate as I cannot get this I keep sending emails asking I can get change of name deed poll but I have to apply and the date will show when I applying as change then even though it was change years ago and having my passport proves this I have to pay again for this so ime not wasting money again before I do this will swift casino except it for weeks I've asked them this and don't get a reply back now blocked online chat and they don't reply back to me it's getting on for eight weeks now since I won this money and it's getting me frustrated and mad that a casino can do this upon reviews on this site ime not the only one who is having trouble it seems people depisit if they don't win they don't then ask for id incase they do win next time it's only upon withdrawals they ask then instead of paying winning out they give you Ur deposit back so can Imagen how much money they are getting and not paying winning out and when sites are saying trusted and best one to play people will depisit thinking if they win no problems withdrawing but this is not true they are part of ojo who advertise on TV which this should be banded as the reviews are shocking about them to on withdrawals also black listed on some sites

We would like to ask the Swift Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I've sorted this out now and my withdrawal is going through I did not read there terms and conditions properly and I did take things the wrong way. If a casino needs passport / ID just send it in straight away so it doesn't cause problems I fully apologize to swift casino and the staff and fully take back every thing

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hello and Greetings from Swift Casino 🙂

We're sorry to hear that you had to go through all the trouble! We aim and strive to provide the best service to all our players and hence, have a very good reputation in the industry.

As Casino Guru's team mentioned that KYC is a very sensitive process and cannot be taken lightly as to be in-line with the licensing regulators. We can now confirm that your verification was successfully completed on 1st April and withdrawal request was processed too.

Once again, we apologize for all the inconvenience that might have caused to you and looking forward to serving you again soon.

Best Regards,

Team - Swift Casino

Dear Newtray1,

can you confirm that you have received your winnings?

Dear Newtray1,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.