Swift Casino - Igrač ima poteškoća sa verifikacijom.

I am being ignored by this casino, I have sent documents for verification and they are now ignoring me in order to steal money from me. I am already in the process of seeking legal action as it is clear this is a commonality with this casino.

No matter how many emails I send I am ignored and my documents are not verified even after days and days of waiting.

Dear gemhut24, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

Hello.

I gave all the information they asked for as soon as it was asked for - I gave images of proof of address (driving licence) and of the two cards I have linked to the account. They are all in the correct format, but it seems they are attempting to ignore me in hopes I will not chase it up so that they can keep that money. It’s entirely unacceptable and verging on criminal.

meg

When exactly did you send your most recent identity document? Have any of your documents been approved by the casino yet?

Thursday 1st June - I have had no documents verified. I have emailed the support system multiple times but had absolutely no reply.

Usually, we recommend players wait at least 14 days for their identity documents to be verified. If you provided all the necessary documentation on time and in sufficient quality, the casino should be able to verify you during this period of time. If your account is not verified by the 14th of June, please let me know and we will intervene.

Dear gemhut24,

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.