Swiper Casino - Player's withdrawal is delayed.

Been waiting two months for my withdrawal and have gone to the live chat on a weekly basis. They are always saying sorry and asking if I have sent in the required documents. I have sent all the documents numerous times on their site and via email.

Dear Punter_Pro,

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 can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

I have once made a withdrawal from this casino. My KYC was verified and according to the live chat everything was all good. Today they asked for new documents and once again I sent them. The winnings were accumulated with an active bonus.

Thank you for your reply, Punter_Pro. When did you make the last successful withdrawal and how many days did it take to be processed?

Could you please advise which payment method to withdraw your winnings have you opted for? Was it the same one you used before?

I made a successful withdrawal last June and it took maybe three or four days to be completed. I used Visa as a payment method.

Now Swiper is asking proof of income documents for the third time in a week and I have sent a clear statement of my income (downloaded from my main bank). Went to the chat today and now they're saying they need my bank statement from the account I deposited from with the Visa card and mentioning nothing about the income statement. I sent this document for about the tenth time to Swiper last week. The document contains all transactions from my bank account for four months.

Apparently the reason for the document's decline was it displaying the wrong account. However, the statement I provided clearly shows the transaction. Double checked my online bank's transaction history for the day of deposit and found it there also. After sending the document to again, the the live chat began to claim that the deposit was made with a Visa card ending in certain numbers and they need a statement for the aforementioned Visa. Funny thing is, I double checked all my debit and credit cards from the last years and non of them contain these numbers. Asked for an invoice about the transaction and it was too difficult to obtain on Swiper's behalf. Asked for more help on the issue and the customer servant decided to go offline.

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.

Dear Punter_Pro,

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.