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

I have been trying to withdraw on Swift casino and it will not allow me to as it is saying I need to send a photo of my card I have not got that card anymore so I can not send a photo of the card, I have emailed about this asking for it to be removed and I have not received anything back not even a conformation email when I go onto the online chat and still no answer since Monday this is an absolute joke if it is not resolved I will be going to a solicitor

Dear Alexkelly3845,

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 verifying your old payment method seems to be the only obstacle standing between you and your winnings? Was your account previously verified or this is a first attempt to withdraw winnings?

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

Hi, I have been able to withdraw before On a different card, I no longer have the card they are looking for an image of and that’s the issue I am having I have sent numerous emails and texts to there chat online and haven’t even received a confirmation email to say it had been looked at it has now been 3 days and still nothing I have 11k sitting waiting to be taken out and I can not do anything about it due to them not getting back to me

Petronela I am now up to 25k online with these guys and still nothing I have emailed and text numerous times and I still haven’t heard a word back if I don’t hear anything soon I will be getting a lawyer involved as they are basically robbing me at this stage

Thank you very much, Alexkelly3845, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.  

Thank you

Hi Alexkelly3845,

I've just reviewed your case and am sorry to hear that you've run into an issue like this. Could you please specify if your card validity was expired or if you don't have an access to that card for any other reason?

I'll try my best to help you by contacting the casino.

I'd like to invite a representative from Swift Casino to join this conversation and participate in the resolution of the case. Could you please share more information regarding the player's complaint? Have you received a bank statement with a confirmation of a deposit from the player? Are there any solutions for such cases when a player has no longer physical access to the card but still can get a bank statement at your disposal?

Kind regards,

Natalia

Hi Alexkelly3845, I've received an e-mail from the casino:

I am reaching out to you regarding the player complaint on Swift Casino - https://casino.guru/swift-casino-player-s-struggling-to-complete-the-account-1

Our support team had asked the player to provide a bank statement of the card that was used to deposit in the casino. The player had uploaded a statement, however upon checking the statement, the detail showing the deposit in the casino are too small to read.

Our support team will reach out to the player and advise what is needed in order for him to continue with placing his withdrawal.

Please let us know if you have further questions.

Dear Alexkelly3845, can you please confirm that the casino support team has already contacted you regarding your case? I'll set a timer for 7 days for you, please let me know if you have been/will be contacted by the casino.

Regards,

Natalia

They emailed me asking me to send a photo of a bank statement this is what I have done now they are using the excuse to say the writing is too small?this is a joke I will resend but they will not respond and let me know what the issue is so how am I to know if they won’t contact me

Hi Alexkelly3845,

I've received another email from the casino representative saying that they have been in touch with you regarding the verification of the documents. Can you please tell me if there has been any progress on your case after the casino contacted you last time?

Regards,

Natalia

YeH they got in contact this no longer matters they sent me two of the same emails and never replied to me after out of frustration I gambled my money away, im guessing that was there goal anyways absolute joke of a casino

Hi Alexkelly3845,

I'm very sorry to hear about such an outcome, but since you've lost your money after playing at the casino this complaint can't be relevant anymore so I'm forced to reject it. My apologies for not being able to help you with this case, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other online casino, and we'll try our best to help you.

Kind regards,

Natalia