Bet Swagger Casino - La cuenta del jugador ha sido cerrada.

I opened an account on the 18/05/2025. I initially deposit £200 and got a bonus of 400. It took a long time to x15 wager. I got around 600, I can't remember exact amount. Due to the casino banning me. I was in the process of verification, but they ban me already. They haven't replied to me. I don't know what to do?

Dear Sunshine_1,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Bet Swagger Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which documents you have provided for KYC 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?  
• Did the casino inform you about banning your account via email?
• Can you please specify what bonus you received? Can you share the link or the promotional email with the terms?

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,

Natalia

I will answer the following in order.

1) I send them a provisional driver license ID, proof of my bank statement, and my bank card. To be honest I had a digital bank card (master card) that didn't have my name on it. So I send extra proof with my full details linked to the bank card. 

2) Yes I had to modify it so it was all send in the correct format. After sending it I received an email. The email said to speed up the process I can send a selfie with my id and casino. I did send this and attached it to the support team. It is embarrassing now that they have banned me! 

3) They did not notify me. All they said is my verification did not compliant with KYC. So, they immediately locked and banned my account. This was after I refresh having won up to £600 at the time. It did not add up. Is this allowed?

4)https://www.betswagger.com/ 

I just use the promo code I saw in the front page ( 100% bonus). It not the problem, as I was able to wager it.

They have now emailed saying they will only refund my deposit. Not even my winning! It is very unethical. I don't believe they will refund me. 

Thank you very much for your reply, Sunshine_1. Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

I have send you an email, thank you.

Thank you very much, Sunshine_1, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@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 Sunshine_1,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards

Martin

Thank you, I will forward you the email. I have yet to receive my refund to this day.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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. I am sorry I could not be of more help on this occasion.

Best regards,

Martin