Swift Casino - Player’s struggling to withdraw her winnings.

swift casino could not refund my money to the debit card used so asked for my bank details. I have twice uploaded a screen shot of my bank details including sort code, Swift and IBAN numbers. I have also sent an email to customer support with the same details and uploaded a screen shot of this email but no response. I do not know what further action I can take.

Dear sandraereynolds,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

All my documents had been verified i.e. drivers licence, bank card and proof of address. Because they could not transfer the withdrawal back to my debit card they asked for my bank details. I took a screenshot of my details, account name, account number, Swift number, IBAN number and a uploaded it to their document file. However I got a standard reply to say the document could not be verified so I sent an email to customer support listing all these details and uploaded a copy of the email to the document file. I have not heard anymore since.

Thank you very much, sandraereynolds, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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.  

Hello sandraereynolds,

I will assist you with the complaint from now on. I'll contact the casino and ask them for help. In the meantime, could you please confirm the issue is still ongoing? Was the casino unable to process your refund request so far? Please let us know about any updates on the situation.

Swift Casino,

Would you be able to assist with the issue of the refund request?

I have not received any communication from Swift Casino concerning my refund.

Hello sandraereynolds,

The casino representative reached out to me with this message:

It appears that the player's proof of address has been verified already. We need her bank details but we need these via email and in a PDF file.

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

Please follow the support team's instructions once they contact you and let us know about any progress with the payment. Much appreciated!

I sent an email to customer support on 6th November with all my bank details and uploaded a copy to Swift document files. This is the first time anyone has mentioned a PDF file and I am not sure how to do this as I only use an IPad. If this is the only way they will release my funds then I will try to work out how to do this. I have never been asked by any other casino to do this. Swift have not asked for any other documents that I uploaded to be in PDF format and have verified my address, bank card and drivers licence without a PDF file.

Looking back over my emails I received one on 6th November from Tom (support member) who wrote "For security reasons we cannot accept them as a screenshot and therefor I kindly ask you to send them to us, typed up, by email" which is what I did on the 6th November.

I have received an email from Lina (support member) thanking me for supplying my bank details, which I sent on 6th November. Lina has advised that she has passed them to the payments team and asked them to make this a priority and have my withdrawal checked as soon as possible. Once there is an update they will email me. I will keep you updated.

Hello sandraereynolds,

Thanks for the update. I am glad to hear there is at least some progress. I'll be looking forward to any further news from you.

Dear Thomas I have received an email this morning advising that my withdrawal request has been successfully processed and that my money will be with me soon. I want to thank you and the team and Casino Guru for your help without which I do not think I would have received my £800. Many thanks to you all and your excellent service.

Hello sandraereynolds,

As a precaution let's wait till the money reaches your bank account. I'll close the complaint as soon as you receive the funds. Let us know when that happens. Thanks in advance!

Dear Thomas, I’ll let you know as soon as it’s my account.

Dear Thomas, I have just checked my account and I have received £800. Once again thank you very much for your help.

Dear sandraereynolds,

I'm glad to hear that you managed to withdraw your funds. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.