Swift Casino - Withdrawal of player's winnings has been delayed.

I have bonus account winning 10800. I deposit 1500 but I don’t know they give me bonus or anything and now I want to with draw but I can’t and now I not see any money on my account

Dear Giau1994,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Giau1994,

Have you received your withdrawal from the casino yet?

They said I did cancel bonus and all my money and money I win will be clear. And my account just like 0 on now and they not say anything or email me now x

Thank you for your reply, Giau1994. Do I understand correctly that you canceled your bonus while it was still active? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Yes I think when I cancel bonus money they will refund my money not money I will but they did clear all 10800. What I need to do now. Thanks x

I checked the bonus T&Cs and I found this:

"10. Having an active bonus does not prevent you from withdrawing, however you will have to choose to cancel your entire bonus balance (this includes any winnings you accrued using your bonus) should you wish to withdraw. If you reverse a withdrawal, bonus cancelled due to your withdrawal request will not be re-added. You may cancel your bonus at any time by contacting customer support."

Unfortunately, the vast majority of casinos confiscate your bonus winnings if you cancel the active bonus even if it was by accident. Although a situation like this is unfortunate, this is standard practice and I am afraid that if that is the case here, there is not much we can do for you.

Thanks so much to try to help x

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.