Swift Casino - Player's winnings were capped.

hey Casinoguru. So i made a deposit on swiftcasino for 150 DKK with a bonus of 150 DKK. After playing through i ended up with 15.000 DKK. i made a withdrawal request, and now, after 3 days, they have cancelled the first withdrawal and accepted a new withdrawal of 750 DKK with the rest of the money gone from my account. This, to me, makes no sense. I know that for example is you play on mr green with a no deposit bonus you can withdraw a maximum of 100 euros with no deposit, but i have made a deposit on this site and i have read through the terms both on withdrawal on their site in general and the terms of the bonus. So i do not understand why i only get 750 DKK out of this. I have gotten my MITID danish social id confirmed on their website and also sent them 3 different id (Picture of my card, proof of adress and passport).

Dear rasmusguldborg2001,

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

Please allow me to ask you a few questions so I better understand the situation.

Was this the bonus you claimed as your first deposit bonus?

Did you make any bets above the 50DKK while wagering the bonus, the maximum allowed by the casino?

Did you ask the casino for an explanation? Did they give you a reason for their actions, since your last message?

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,

Tomas

Det var den bonus jeg blev oprettet med ja. Casinoet tillader at man maks må lave indsatser under 50 DKK af gangen n¨år man gennemspiller bonussen, og jeg har udelukket være under. Der er også et system der gør sådan at man ikke kan gå over selvom man forsøger. Jeg har bedt casinoet om en forklaring men jeg bliver ikke svaret på mine beskeder. Jeg er bange for at det har noget at gøre med at der er en maksimal gevinst fra registreringsbonus, men efter at jeg har brugt en del tid på at gennemtjekke de vilkår jeg selv har accepteret, har jeg ikke kunne finde noget, så er usikker på hvorfor dette overhovedet sker.

Det skal også siges at de vilkår jeg har accepteret fra 27-01-2023 (kaldet 15-DK-N) ikke nævner noget om en maksimum udbetalingsgrænse på 750 DKK eller 100 EUR. Jeg har forsøgt at lave min egen research og fundet en side med swiftcasinos vilkår tilbage fra 2019. Her står der følgende:

"If you receive free money (no deposit bonus/refer a friend bonus/registration bonus etc’) or free spins winnings, unless stated otherwise the maximum amount that you can win or withdraw from it is £100 or two times the bonus amount."

Så jeg er godt klar over at dette måske har været deres intention. Men som jeg kan se er det ikke disse vilkår jeg har accepteret. De vilkår jeg har accepteret nævner ikke noget omkring en udbetalingsgrænse ved kategorien bonus. I min optik er det swift casino der ikke har haft ordentligt styr på deres vilkår og da jeg ved at jeg ikke er gået med til denne aftale, synes jeg selv at det burde være min fulde ret at få betalt hele beløbet.

Hi Tomas. I'm making another reply since i was able to reach out with them and get a reasoning for my deduction. So it seems that it was because of me exceeding the limit og 50 DKK while wagering the bonus money. I am still 100% certain that this was not the case, and i need proof from them. Their system does not allow you to place bets exceeding 50 DKK so i cannot see how this would be the case still.

Thanks for your reply and explanation.

The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history while the bonus was in play. My email address is tomas@casino.guru.

Some casinos grant you access to your game history, while in others you have to request it directly from the support.

Thank you in advance for your reply.

Best regards,

Tomas

Dear rasmusguldborg2001,

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.