Sirwin Casino - Player’s bonus withdrawal request was denied.

Hello,

I received a bonus for referring a friend to the casino. The bonus was $54. According to the promotion terms, I needed to play through the bonus in the Live Casino in any game with any bets totaling ten times the bonus amount. I played roulette and Teen Patti. I made around 30 bets with a total amount exceeding $600, which means I wagered the bonus more than 12 times. The bets ranged from $1 to $80. I requested a withdrawal, but it was canceled. They told me that I hadn't wagered enough. They are now asking me to wager ten times more. They are violating the promotion terms. Please help!!! I haven't violated any terms!!!

Dear tutugan,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the screenshot or the link to the bonus you received? Please include the promotional Terms and Conditions as well.

Could you kindly specify how much money you deposited?

Do you see any statistics in your account that show you the amount of money you wagered when playing with a bonus?

When was the last time you communicated with customer support regarding this issue?

I hope we will be able to help you resolve this problem as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

When receiving the bonus, the balance was zero. The bonus was $54. According to the rules, you need to win back $540. I won back over $600. The casino does not display wagering statistics.

Conditions:

1. If the bonus has been credited to the client's casino bonus account, the wagering requirement is 1x the bonus amount.

2. Real money balance and bonus balance are two different types of balance and they are not related to each other.

3. You can use this bonus only for deposits of $100 or more; the remaining amount for deposits over $75 will be considered your main money.

4. In order to withdraw money after receiving a bonus, you must roll over your main money one time.

5. The maximum bonus amount you can receive is $100

6. The bonus you receive is for casino games, it cannot be used in Sportsbook, Racebook, Live Betting.

Although the terms and conditions say that you have to play back once, they force you to play back 10 times. I played, I even played 12 times!!!

I contacted support yesterday. There is correspondence with support.

Today I started withdrawing, it was canceled again. WRITTEN: From 1 to 2, from 1 to 3, these types of bets are considered risky and are not included in the turnover. In roulette games, you should bet on a maximum of 10 numbers, and you need to play at least 20 times the amount you deposited with a risk unit decision.

I only bet 50-60 dollars at roulette. I did not play the rest of the wagering amount at roulette. And they write to me that bets are considered risky. The $600 was not wagered on roulette or even on bets of 1 to 2 or 1 to 3.

Dear tutugan

Thank you for reaching out . We have checked your account and we noticed that you have managed to withdraw all your funds with not an issue. If we can assist you with anything else, please do not hesitate to contact us at support@sirwin.com.

Have a great day!

Sirwin Team

Dear Sirwin Casino representative,

Thank you for getting in touch with us and providing us with an update on the player's case.

Dear tutugan,

Could you please confirm if you received your winnings and we may close this complaint? Thank you for your response.

Dear tutugan,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.