Swift Casino - The player's winnings were voided.

There was a welcome offer of 100% deposit bonus up to £50. I deposited £100 and therefore got £50 bonus funds. I played with my £50 and turned it into a good amount maybe around £2000. Then I completed the 30x WR of the bonus money (£50) which is £1500, by playing slots allowed to be played for the wager. All was good up to here and it said I completed it and everything was ok and transferred the remaining allowance which had been moved from the "bonus balance" to "real money balance" I had £1262 left after wagering the required WR and so I requested a withdrawal and it went through. All photos are attached showing the withdrawal being processed. This happened yesterday.

Today when I check back on the casino, there are no pending transactions and the pending withdrawal disappears. I check back an hour later and I receive an email saying your withdrawal has been declined. I check on the Casino and see that pending withdrawal is not £1262 anymore but £150. I’ve messaged them via their chat and sent them multiple emails but they haven’t responded.

Please can you get them involved I think they just don’t want to pay it out. It’s not fair from them at all.

If you need further information please let me know I will be happy to provide as long as you deal with these scummy casinos.

Thanks

Andrew

Hello PulledPork15,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Switft Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you bet over the maximum allowed limit or did anything against the bonus terms? When was the last time you spoke to the casino and what was it about? Did they explain the reason of voiding your balance?

Looking forward to your answer.

Regards,

Nick

Hi Nick

They haven’t asked for KYC because I think I have another account with their provider that’s verified so I think that’s not the issue.

If I did anything to breach terms why would they allow me to obtain redemption points to unlock the bonus and therefore even allow me to withdraw the funds in the first place.

They haven’t replied to any of my emails. I sent them 2 or 3 including a live chat message and no reply on the matter, however this morning as I woke up they sent an email saying they need another form of payment to send me the £150. Screenshot attached.

No reason for voiding balance it just declined my withdrawal of it.

Thanks

Andrew

This is them asking me to send me my bank details for the £150.

I replied to that with the bank details including a paragraph of the other cancelled withdrawal to ask them to explain it to me what happened.

They send this in return completely ignoring my message on why it got cancelled. They still haven’t replied to my original emails and live chats.

It’s like they don’t want to respond to it being cancelled because they know there was no reason too. What kind of "24-hour live support is this". I’ve never had this kind of experience with a casino so far.

Close the case you guys aren't doing anything. They do not answer their chats or emails. Fuck it.

I kindly ask you close this case as resolved. Thanks and bye

Hello PulledPork15,

Firstly I hope the timer on the top of the page is clearly visible. Also I would like to warn you not to use harsh language on our website as it will lead to account ban.

The complaint will be now closed based on your request.

Regards,

Nick