Have added a bonus to my game account that I have not requested. Please have requested to remove that bonus from my account more than once. The casino has not removed it despite my requests. I haven't played with a bonus

Ovat lis?nneet bonuksen pelitililleni jota en ole pyyt?nyt.Ole pyyt?nyt poistamaan tuon bonuksen tililt?ni useampaan otteeseen.kasino ei ole poistanut sit? pynn?ist?ni huolimatta. En ole pelannut bonuksella

Dear Pivi69,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise whether you started playing with this bonus?

If there is any other relevant communication between you and the casino, please forward it to [email protected], or alternatively, post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hey

The casino had added a bonus of € 30 to my account without asking. I invested € 30 to win € 320 so I didn't use the bonus. it despite my requests and does not respond to emails

Hei

Kasino oli lis?nnyt tililleni bonuksen 30 euroa pyyt?m?tt?ni.Sijoiti 30 euroa jolla voitin 320 euroa en siis k?ytt?nyt bonusta.kotiutusta tehdess?ni ilmoitettiin ettei se onnistu koska minulla on aktiivinen bonus tilill?ni??Olen useamman kerran pyyt?nyt poistamaan bonuksen jotta voin tehd? kotiutuksrn.Kasino ei ole poistanut sit? pynn?ist?ni huolimatta eik? vastaa s?hk?posteihin

Thank you for your reply, Pivi69. Was this bonus credited before or after you made the deposit?

After the deposit.

J?lkeen talletuksen.

Pivi69, the bonus rules are active from the moment the bonus has been credited. Since you started playing and didn't ask the casino to cancel the bonus immediately after it was credited to you, but after you accumulated some funds and requested a withdrawal, I am afraid that if you cancel the bonus, you will also cancel your winnings (as the casino explained in their email). If you want to withdraw your winnings, my best recommendation would be that you finish the wagering requirements.

However, if you just want to cancel the bonus and you are well aware that this may cancel your winnings, please, let me know.

Since the bonus was added to my game account without knowing it, I want the bonus removed. I have already asked the casino to remove it several times now it has been 2 weeks and the bonus has not been removed !!!!

Koska bonus lis?ttiin tiet?m?tt?ni pelitilille haluan bonuksen pois. olen pyyt?nyt jo useamman kerran kasinon poistamaan sen nyt on mennyt jo 2 viikoa eik? bonusta ole poistettu !!!!Siis bonus pois tililt?ni josko menisi nyt perille

Thank you very much Pivi69 for your cooperation so far. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Pivi69,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Swift Casino to the conversation to participate in the resolution of this complaint.

Hey

I no longer need to play that bonus and close my Game Account.

Hei

Ei tarvitse en?? pelaan tuon bonuksen ja suljen pelitilini.

Hey

I received a recycled bonus and now I have been trying to make a withdrawal for a week in the amount of 500 euros. I have sent the required documents to the options once .A copy of the passport, a copy of the electric bill, a statement and even a copy of the payroll. The casino keeps rejecting the withdrawal request? I don't know what documents I can submit anymore? Can you help me here?

Hei

Sain kierr?tetty? bonuksen ja nyt olen yritt?nyt tehd? kotiutusta viikon ajan summa 500 euroa. Olen l?hett?nyt vaaditut asiakirjat parinkiin kertaan .Passista kopion s?hk?laskusta kopion .tiliotteen ja jopa palkkalaskelmasta kopion. Kasino hylk?? jatkuvasti kotiutuspyynn?n?en tied? mit? dokumentteja voin en?? toimittaa?Osaatko auttaa t?sd??

Hi Pivi69,

I received a message from the casino by email:

"Upon checking with my team, they confirmed that the player has already completed his wagering requirements and requested a withdrawal, but the casino had to cancel it because of an incorrect IBAN he entered. He can re-request the withdrawal via his cashier section and then choose bank transfer and re-enter his correct bank details."

I believe this is quite self-explanatory, you need to choose bank transfer for withdrawal and re-enter your correct bank details. Let me know if it works.

Hey.

Cannot correct that account information

Constantly reject my withdrawal request despite it.I've inquired for a reason via email and chat but don't respond ???

I have sent the required documents, a passport copy of several, an electric bill, a water bill, even a copy of the payroll and a copy of the bank statement.

Hei.

Ei onnistu olen korjannut tuon tilitiedon

Hylk??v?t jatkuvasti siit? huolimatta kotiutuspyynt?ni.Olen tiedustellut syyt? s-postilla ja chatissa mutta eiv?t vastaa???

Olen l?hett?nyt vaaditut dokumentit passi kopio useita ,s?hk?kasku,vesilasku jopa kopion palkkalaskelmasta ja pankkitiliotteesta kopion.

Hi Pivi69,

What do you mean by "Cannot correct that account information"? Are you not allowed to change it or why can't you change it?

I do not know. I have provided my iban account number several times and also sent my account number by e-mail.

En tied?. Olen ilmoittanut iban tilinumeroni useaan kertaan ja l?hett?nyt tilinumeroni my?s s-postilla.

Hi Pivi69,

I asked the casino about this by email, I will keep you updated.

Hi Pivi69,

The casino asked me if you could provide "screenshots of your withdrawal area" so that they can see the issue you are having with updating your details.

Hi Pivi69,

I was informed by email that the withdrawal was processed. Please let me know when you receive your funds.

Hello the money came to the account on May 25th.

thanks for your help

Hei rahat tulivat tilille 25.5.

Kiitos avustanne

Thank you Pivi69,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter