Bet Swagger Casino - A conta do jogador foi encerrada após tentativa de retirada.

I recently opened an account with the online casino Bet Swagger. I deposited a total of £215, going on to win a total of £660. Upon trying to withdraw, I was prompted to verify my account, which I did, providing all the necessary documents. After I contacted customer service to bring to this to their attention, I was promptly told I failed the KYC, my account was closed and I will be refunded my deposit. I believe this is wrong and ununethical I have sent them follow up emails but yet to receive a response. Please help!

Hello,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you receive any specific reasons for failing 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jbraim,

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.

1. It was an auto roulette game (live casino)
2. No specific reasons were given on why I failed the KYC, even after asking several times.
3. I accumulated my winnings without an active bonus.

Thank you very much for your reply. 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 Jbraim,

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.

I have been refunded my initial deposit of £215 but my winnings were still withheld. Unfortunately, I do not have the conversation anymore as I have deleted the mail trail am so I will be choosing to close the case.

Do I understand correctly that you are no longer interested in pursuing this complaint?

If it is pursuable without the correspondence between myself and the casino, you can continue to pursue it. But if it would hold no real ground without the correspondence, the case may be closed.

Of course, we can try. Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Jbraim,

I'm Michal, and I have taken over this complaint. After reviewing your case, I must note that, as there is no evidence provided from your communication with the casino, we are left to rely on the information we receive directly from the casino—if and when they respond. I will reach out to the casino to shed more light on this matter.

We would like Bet Swagger Casino to join the conversation

Dear Bet Swagger Casino,

I would appreciate it if you could clarify why the player has not successfully completed the KYC process. If there are any factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

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’ which may negatively affect its rating.

Dear Jbraim,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Control Board (GCB) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the GCB does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru