Swift Casino - 選手の退会が遅れました。

I requested a withdrawal via applepay.

I received an email from the support department asking for applepay ownership/evidence. I have since submitted evidence that shows Apple Pay ownership and my withdrawal is still pending. I’ve been trying to contact the support department on numerous occasions through email and online chat and I’ve had no response. It’s now becoming very frustrating that I’m not able to communicate with anyone and get this resolved. I have previously withdrawn from swift casino via wire transfer. I would like to cancel my pending withdrawal through applepay and withdraw via wire transfer. As previously stated, the lack of communication and response is becoming very frustrating and worrying. If you could please help me in this situation, I’d be very grateful. Thanks

Dear adiechippy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested? Was your account successfully verified in the past?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Yes that’s correct, it’s still pending inside my account and not processed.

I requested the withdrawal on the 14th August, so coming up for a month since requested.

My account has been successfully verified.

I would feel a lot more at ease, if I was able to communicate with someone from the casino. I’ve sent numerous emails to which I’ve had no response and I’m never able to speak to customer support through the online chat.

Thank you very much, adiechippy, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear adiechippy,

I am so disappointed to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Swift Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Swift Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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’.

Hi @Adiechippy,

Thanks for playing at Swift Casino and we are sorry to hear of your situation.

Our Customer Support team must have gotten in touch with you in order to resolve this issue. Please could you let us know if you have any updates on this.

Kind Regards

Swift Casino

Dear adiechippy,

I hope you are doing well. Do you have any news regarding your withdrawal issues?

I am looking forward to your answer.

Kind regards,

Stefan

Dear adiechippy,

The casino representative has informed me that you are uploading expired documents. Could you please upload up-to-date documents? After that, you will be able to withdraw your funds.

Kind regards,

Stefan

Dear adiechippy,

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.