Swiper Casino - Player’s withdrawal has been delayed over verification.

I won some money on this casino 2 weeks ago and requested withdrawal, it wouldn’t let me verify myself at first then 1 week later I was able to verify myself after so many attempts I think they have accepted verification but now it’s asking me for additional documentation but not telling me what additional documentation I need. I waited days for any verification to be accepted or denied and I don’t even get a email to tell me if they have or have not been accepted. I emailed both addresses they have on their website now it’s saying no such email address so can’t get hold of them I’ve chatted on their website about 40 times and get nowhere.

Dear reegee94,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with your withdrawal and verification process at the casino.

To better understand and assist you with your complaint, could you please provide us with more detailed information on the following points:

• What date did you first attempt to verify your account, and what documents did you initially submit for verification?
• When you were asked for additional documentation, were there any specific instructions or hints given by the casino regarding what they required?
• Could you provide any relevant communication or evidence, such as emails or screenshots, showing your interactions with the casino’s support team and the issues you faced with their email addresses?
• Have you received any communication from the casino after your attempts to chat with their support team? If so, please describe the responses you received.

Please forward any relevant communication to petronela.k@casino.guru.

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

Hi petronela, 

I first attempted to verify my account about 6 business days ago, I have sent in what was asked numerous times as follows, 

Bank statement of the last 30 days, bank statement of 3 months, photo I.d, selfie, verification from my bank that my card I deposited with is in my name, then they requested a selfie holding my I.d with their website in the background I sent that then they requested a selfie with just the i.d card I sent that aswell about 10 different selfies and 4 different bank statements. Now I think they have accepted my documents as the loading part has gone but now it says additional information as per the photo I have attached I’m not sure what additional information they are wanting I’ve chatted to the casino about 5+ times per day and not getting any help whatsoever. Now I’ve tried emailing both email addresses on the casino website as I have emailed them before to send verification in as well as on their website and now the email doesn’t exist

Thank you very much, reegee94, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear reegee94,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Swiper Casino representative to join this conversation.

Dear Swiper Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear reegee94,

A casino representative informed me outside of this thread, that the withdrawals have been successfully paid. Could you please confirm, that you have received them?

Thank you.

Yes have just received thank you

Dear reegee94,

I'm glad to hear that your issue has been resolved successfully. 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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Mirka

Casino.Guru