SIKWIN Casino - Player's access and withdrawal blocked by casino.

Hi,I played by signing up on sikwin portal,i deposited amounts and played, intially they gave won amount immediately,but when I deposited huge amounts and won,they suddenly blocked my login as i repeatedly requested for amount and it is now more than 3 weeks and they simply saying that my account is been kept on hold with some agent,then I informed that I have deposited to ur accounts and played and how cum some agent which I am not aware inform you to block,I lost huge amounts,but when i won they simply blocked,

Dear kiwifacilitiesadmn,

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. Do I understand correctly that you have made successful withdrawals before? Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

Have you accumulated 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Thanks for asking your queries on helping me out,

I played only black jack live game on evolution platform....you can check the videos on their platform as well,as it is big amount they just blocked my money.

No bonus in it

I have withdraw some amount earlier and again deposited amounts to play

Thank you very much for your reply, kiwifacilitiesadmn. 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.

Attached conversation chats as desired..

Thank you very much, kiwifacilitiesadmn, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, kiwifacilitiesadmn,

I am sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite SIKWIN Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear SIKWIN Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What exactly does "on hold" mean for the user, and when can he expect the casino's decision on his pending withdrawals?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thanks,would wait for their(SIKWIN) response on evidence for the same.I would appreciate if the same is resolved and activate my login again to play..Hope they haven't checked the deposits I have done and the played bets which I played on live casino which there is no option of any breach

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.

Tried calling that number,no one lifted the call.Hence sent WhatsApp message to her,she says that it is blocked with their finance team and reason unknown,they simply saying we cannot process that amount.

Alright, thank you very much for the update.

Let's see if the casino contacts us with more details.

Dear kiwifacilitiesadmn,

Unfortunately, I have not received any response from the casino yet, however, I found other contacts that could help us in resolving your issue.

I contacted them, and I am currently waiting for their response. Therefore, I am extending the timer once again by an extra 7 days to give these contacts enough time to respond.

If no one responds or provides me with relevant details until the current timer expires, the complaint will be closed in accordance with the information I posted on January 22 above.

Thank you for your patience and understanding.

Dear kiwifacilitiesadmn,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru