Swift Casino - Ο παίκτης δεν μπορεί να έχει πρόσβαση σε χρήματα που έχουν κατατεθεί για τζόγο.

Hello!

I created an account with Swift Casino at the beginning of the week and deposited 300 SEK.

This casino claims to be a Pay and Play casino, so I expected to just start playing... but that wasn't the case. I received a message saying that I couldn't play with real money and I should contact customer service.

I've been trying for almost a week now, and today they replied saying that they would escalate my case. However, nothing has happened so far. I can see from my balance that the money has been credited, but I still can't play with real money. I've checked if there are any additional identification requirements, but on the document page, it says that I'm all set and no further documents are required.

I'm tired of waiting and I want an explanation. If they can't resolve this issue quickly, I'd like my money back. I can't withdraw it because it says I need to check the page about uploading documents... but on that page, it says I'm all set and don't need to upload anything. It's quite the Catch-22, you could say. Can you please try to clarify this for me? I'm really frustrated. Thank you in advance. //Ellen

Hej !

skapade ett konto på Swift casino början av veckan och satte in 300 skr.

Detta casino uppger sig vara ett Pay and play casino så jag förväntade mig att det var bara att sätta fart och spela…. Det va det inte. Får upp ett meddelande om att jag inte kan spela för riktiga pengar var god kontakta kundtjänst.

Detta har jag gjort nu i snart en vecka och i dag svara dom och sa att dom skulle skicka saken vidare. Inget har dock hänt . Jag ser på mitt saldo att pengarna är inne men som sagt får bara medelande om att jag inte kan spela för riktiga pengar. Har kollat på ev krav på vidare identifierings krav men på dokument sida står det att jag är uppdaterad och inga dokument behövs.

Nu har jag tröttnat på att vänta och vill ha ett svar på vad det är som händer och löser dom inte problemet snabbt så vill jag ha mina pengar tillbaka. Det går inte att ta ut dom då det står jag ska kolla på sidan om ladda upp dokument … men där står att jag är uppdaterad och behöver inte ladda upp något. Moment 22 skulle man kunna säga. Kan ni snälla försöka få någon klarhet i detta . Jag är jätte frustrerad. Tack på förhand// Ellen

Dear 6ctvrh49pj,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Swift Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you activated any kind of bonus when you made your deposit?

Could you please send the screenshot with the error message you see when you try opening any game here?

Have you tried contacting customer support via email with your issue?

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

Best regards

Veronika

Hello. No, no activated bonuses. Today I received I received a notification to upload documents regarding the civil registration address. It is uploaded but now nothing more happens.

Hej. Nej inga aktiverade bonusar. I dag fick jag fick jag ett medelande om att ladda upp dokument ang folkbokföringsadres. Den är uppladdad men nu händer det inget mer igen.

Now they have approved the document they wanted, but it is still not possible to play with my money.

Nu har dom godkänt dokumentet dom ville ha men det går forfarande inte att spela för mina pengar.

Have you been asked to upload any other documents, so that you would be allowed to play? Have you received any response from customer support regarding your issue?

Dear 6ctvrh49pj,

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.