Swift Casino - プレーヤーがアカウントの確認を完了するのに苦労しています。

Good afternoon, I am trying to withdraw my money from Swift Casino, several weeks ago I sent them my driving licence picture as requested and it still didn’t arrive, now when I withdraw it asks for it again, when I send it again I get an email telling me I’m sending it as a duplicate, several emails sent to their support and ignored, no response on Facebook, twitter or their live chat.

definatley coming across as a scam

Dear joeblackburnrovers,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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

Hiya,

I first requested a withdrawal early January, when they requested proof of Id, I can’t remember the exact date, when nothing came through I put another request in on 15th of Jan and got asked for ID again, i sent this immediately I got an email on 16th January telling me it’s a duplicate and nothing else, since then when I try and withdraw they ask for ID again, since then no reply for emails, twitter, live chat and Facebook, I have also sent a passport photo.

joe

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

Thank you, do I need to email her or will she contact me?

Hi joeblackburnrovers,

I've just reviewed your case and fully understand your concerns about the verification being stuck. In order to help you with the issue, I will contact the casino, and we'll see what can be done when they reply.

Dear Swift Casino, I'd like to invite you to join this conversation and participate in resolving this case. Can you please provide us with more information regarding the case? Have there been any problems with the documents sent by the player?

I'm looking forward to hearing from you.

Best regards,

Natalia

Thank you Natalia,

Natalia, after a month of trying they have eventually paid out into my account, thanks for your time

Dear joeblackburnrovers,

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,

Natalia