Swiss Casino delaying payment for no reason!

kallekallle

Dormant account
PABnonaccred
Joined
May 18, 2010
Location
sweden
[pab-in-progress]Hi Chris,

I deposited and played at Swiss Casino a long time ago, it was in July or something like that. I then made a withdrawal just before I left for a 3 month trip. When I got home I discovered that my money hadn't gone through the withdrawal process because I hadn't sent them the verification documents they asked for. I sent them the documents, twice or maybde three times..and finally they confirmed they had got them. The last email I got from them was on November 19th:

"Hi Karl Fredrik,

This is Jennifer from the Support Team.

Your withdrawal request is currently being reviewed by the department
concerned. Rest assured that you will be notified with any updates.

Thank you and have a nice day.
"

Since then I've sent them around three emails asking them what they are doing and why it takes such a long time to handle a simple withdrawal, they have my documents! None of these emails has been replied to! Eventually on Dec 2nd I got an email from them but it didn't add much:

"Dear Karl,



Thank you for contacting Customer Service.



We apologize for the delay, but we still need more time in order to fully process your withdrawal. Rest assured that you will be contacted with any future updates. We appreciate your patience!



In case you have further questions, we will be more than happy to assist you. We are available 24/7 by e-mail and phone.



Thank you for choosing us as your online gaming site.



Best regards,



Georgi Goutsev
"


Finally, since they don't wanted to speak to me I tried logging in to the software and reach support by livechat last thursday. Of course he couldn't tell me anything since he wasn't an account manager. He told me to get back on friday to get to speak to an account manager. I went back the specified time on friday....no account manager. They tell me to get back on Sunday, then I should be able to talk to an account manager. I went back on Sunday..no account manager. That agent told me it would get solved in a couple of days. But why should I trust her? By this time I've lost all respect for the customer support of Swiss Casino.

Nest step, I contacted the Casino rep here on Casinomeister, but hasn't replied to my message.

What should I do?[/pab-in-progress]
 
Last edited by a moderator:

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Hi Chris,

I deposited and played at Swiss Casino a long time ago, it was in July or something like that. I then made a withdrawal just before I left for a 3 month trip. When I got home I discovered that my money hadn't gone through the withdrawal process because I hadn't sent them the verification documents they asked for. I sent them the documents, twice or maybde three times..and finally they confirmed they had got them. The last email I got from them was on November 19th:

"Hi Karl Fredrik,

This is Jennifer from the Support Team.

Your withdrawal request is currently being reviewed by the department
concerned. Rest assured that you will be notified with any updates.

Thank you and have a nice day.
"

Since then I've sent them around three emails asking them what they are doing and why it takes such a long time to handle a simple withdrawal, they have my documents! None of these emails has been replied to! Eventually on Dec 2nd I got an email from them but it didn't add much:

"Dear Karl,



Thank you for contacting Customer Service.



We apologize for the delay, but we still need more time in order to fully process your withdrawal. Rest assured that you will be contacted with any future updates. We appreciate your patience!



In case you have further questions, we will be more than happy to assist you. We are available 24/7 by e-mail and phone.



Thank you for choosing us as your online gaming site.



Best regards,



Georgi Goutsev
"


Finally, since they don't wanted to speak to me I tried logging in to the software and reach support by livechat last thursday. Of course he couldn't tell me anything since he wasn't an account manager. He told me to get back on friday to get to speak to an account manager. I went back the specified time on friday....no account manager. They tell me to get back on Sunday, then I should be able to talk to an account manager. I went back on Sunday..no account manager. That agent told me it would get solved in a couple of days. But why should I trust her? By this time I've lost all respect for the customer support of Swiss Casino.

Nest step, I contacted the Casino rep here on Casinomeister, but hasn't replied to my message.

What should I do?

Avoid the group. They have a questionable history. One of their casinos featured at GoneGambling, and I dabbled a little, but never managed to withdraw. I DID, however, find worrying stories about just this very thing, and I stopped playing. Swiss casino is one of their sisters they keep promoting to me.

They are all Playtech, and it seems Playtech casinos have far more than their fair share of questionable operators. I consider RTG to be a safer bet than Playtech (excluding, of course, the Virtual group).
 

chayton

aka LooHoo
webmeister
PABnonaccred
CAG
Joined
Jun 5, 2006
Location
Edmonton Canada
Is Swiss Casino one of the casinos bought by William Hill? If they are, there's a slight chance you can get somewhere with a PAB.

EDIT: I just looked at the Rogue list and did a search for Swiss Casino - it looks like they were put on probation for non-responsiveness and then they were good to go again. Send a PM to Max and have him give the rep a poke.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Is Swiss Casino one of the casinos bought by William Hill? If they are, there's a slight chance you can get somewhere with a PAB.

EDIT: I just looked at the Rogue list and did a search for Swiss Casino - it looks like they were put on probation for non-responsiveness and then they were good to go again. Send a PM to Max and have him give the rep a poke.

As I said "questionable history".

Playtech casinos in general take a long time to pay out compared to others, but recently some others have started introducing lengthy delays before releasing payments.
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia

Bencuri

Experienced Member
PABnononaccred
Joined
May 13, 2009
Location
Hungary
I regularly play at Swiss. It is not a William Hill property, but a Party Poker Partner. I regularly play at every of their partners, also at Swiss, and I never experienced this problem so far, I regularly cashed out successfully. So as a loyal player, I am very interested in the outcome, and what reason they find. Please let us know after the PAB process what happened. If the PAB fails it might also be a good idea to contact Playtech. In some occasions when I got similar problems, contacting the software provider helped, even if the provider had almost only untrustable brands.
 

kallekallle

Dormant account
PABnonaccred
Joined
May 18, 2010
Location
sweden
Thank you for your response.

Max: I'm sorry I didn't notice that. Should I edit my first post and remove the text or would it not help at this point?
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
Max: I'm sorry I didn't notice that. Should I edit my first post and remove the text or would it not help at this point?

No worries. I've given it the "PAB In Progress" treatment which should be sufficient.
 
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