Sirwin Casino - Player’s winnings are delayed due to account review.

The casino has refused to withdraw my winnings.

Previously, I was able to withdraw without any issues. But now they have denied the withdrawal, stating: Your game content is under review by the risk department. You will not be able to withdraw during this period. Please help. I played calmly and honestly for several days. I do not understand what happened with the risk department.

Hello kopirovka,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sirwin Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

There was no verification, the casino positions itself as anonymous.

I used the bonus, but played it back according to the casino rules.

I spoke to the support service yesterday, they write the same thing and don’t know anything (below is the conversation with the operator):

Transcripts:Agent Sera has joined the chat.[01:42:05]Sera: No KYC & VPN-friendly -Open Global Provably Fair- Fast Payout -7/24 Support 2 Sportsbook,70 Casino Providers, more then 10,000 Games Welcome Offer Pack - 550% Up to $1500 + $400 Free chip Hello Welcome to this SirWin community with your greatness! I'm Sera, How can I assist you? In order to serve you better, may I know your username?

[01:42:16]Albert: Hello

[01:42:25]Albert: I can't withdraw money. Why?

[01:43:00]Sera: Hello, can I have your username please?

[01:43:09]Albert: copying

[01:43:58]Sera: Your games are being reviewed by the respected department, when the review is over you will be notified.

[01:44:16]Albert: and how long will the verification take?

[01:44:52]Sera: There is no time frame to the review. We must wait until it is done and decision is taken.[01:45:24]Albert: well, approximately how long? 24 hours?

[01:46:02]Sera: I'm sorry, but again there is no approximation or time frame given.

[01:46:31]Albert: ok I got it, thanks

[01:46:47]Sera: You're welcome! Enjoy your day!The transcript will be sent to "m.mar****@yandex.ru" after the chat ends.The visitor has left the chat.The chat is ended.

(01:46:56)

Chat InfoID:e9fc0947-a65d-43ef-9198-933ae8b3c949Name:AlbertEmail:mm**** s@yandex.ru Department:Agents:Sera;Start Time:2024/10/25 01:42:05End Time:2024/10/25 01:46:56Product Service:Phone:+79021****Company:Custom Fields:User Name: kop****

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Hello kopirovka,

Can you please advise what kind of games were you playing? Did you play casino games or sports betting and did you use any kind of bonuses?

Looking forward to your response.

Regards,

Nick

Played both casino and sports betting. Used the bonus for inviting a friend. It can be used for betting and sports too. Played quick games

Hello kopirovka,

Before we would try to reach the casino, please forward any communication between you and them regarding this matter to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Transcripts:Agent Sera has joined the chat.[01:42:05]Sera: No KYC & VPN-friendly -Open Global Provably Fair- Fast Payout -7/24 Support 2 Sportsbook,70 Casino Providers, more then 10.000 Games Welcome Offer Pack - 550% Up to 1500$ + 400$ Free chip Hello Welcome to this SirWin community with your greatness! I'm Sera, How can I assist you ? In order to serve you better, may I know your username?

[01:42:16]Albert: Здравствуйте

[01:42:25]Albert: я не могу вывести деньги. почему?

[01:43:00]Sera: Hello, can I have your username please?

[01:43:09]Albert: kopirovka

[01:43:58]Sera: Your games are being reviewed by the respected department, when the review is over you will be notified.

[01:44:16]Albert: и как долго будет идти проверка?

[01:44:52]Sera: There is no time frame to the review. We must wait until it is done and decision is taken.[01:45:24]Albert: ну сколько примерно? 24 часа?

[01:46:02]Sera: I'm sorry, but again there is no approximation or time frame given.

[01:46:31]Albert: хорошо я понял, спасибо

[01:46:47]Sera: You're welcome! Enjoy your day!The transcript will be sent to "m.marusia.ms@yandex.ru" after the chat ends.The visitor has left the chat.The chat is ended.

(01:46:56)

Chat InfoID:e9fc0947-a65d-43ef-9198-933ae8b3c949Name:AlbertEmail:m.m*****s@yandex.ruDepartment:Agents:Sera;Start Time:2024/10/25 01:42:05End Time:2024/10/25 01:46:56Product Service:Phone:+790219*****Company:Custom Fields:User Name: k****

Attachment:

The casino simply does not want to pay because I won, and won fairly. The provider has nothing to do with it, as they claim. I do not understand why you have not yet contacted the casino. They are simply holding my money. They simply came up with a reason not to pay

I just spoke to him. The operator doesn't know anything, sends everything to the risk department. But their risk department is deceiving me. Because I can calmly play with this provider who is supposedly checking me. Sirvin just doesn't want to pay because I won money from them.

Correspondence with them, just spoke. Sent you another email!

Hello Welcome to Sirwin We are glad to be of service to you. How can I assist you?

Agent Amy has joined the chat.

Amy

00:36

Hello, welcome to our site SIRWIN, my name is AMY, how can I help you?

00:36

Hello, why can't I withdraw money?

Amy

00:36

I'm checking

00:36

Fine

Amy

00:38

Your game content is being checked by the risk department. After checking, you will be notified. At the moment, you cannot withdraw money, you need to wait.

00:39

I know that there is an investigation going on and it has been going on for 9 days. I want to know what the investigation is about and when will it end?

Amy

00:39

You will be informed by email.

00:39

what is the reason for the inspection?

00:40

Are you checking or is it the provider?

Amy

00:41

The provider is checking, you need to wait

00:42

as far as I know, when a provider prohibits playing, it somehow cuts betting limits or does not allow betting at all, but my limits are super high and I can bet without a ban with this provider, so it is not the provider that checks, but you?

00:43

I need a clear answer for the forum https://kazinoazov.net/ , I filed a complaint and they asked me what the support service says about my situation

00:44

And I understand that you specifically do not want to pay, citing the verification of a specific provider.

Amy

00:44

You will have to wait, we cannot help here.

00:45

you are deceiving me

00:45

Tell the risk department that they are deceiving me

00:46

You as an operator are very good, but your risk department is deceiving me

The transcript will be sent to " " after the chat ends.

Amy

00:48

Thank you for visiting us. We would be honored to welcome you as Sirwin family.

Don't forget to follow us on social media for the latest offers!

00:48

What is this?

00:48

Are you refusing to communicate with me?

The transcript will be sent to " " after the chat ends.

00:51

what's happening?

Amy

00:51

I explained the situation to you, you will have to wait, we cannot help from here.

00:52

Fine

00:53

answer

Dear kopirovka

Thank you very much for reaching out to us. We understand your dissatisfaction, and we sincerely apologize for the delay in processing the withdrawal of your funds.

We checked your account and everything is in order, you are able to withdraw your funds now. Please contact the support team if you wish to do it.

If you have any other questions please do not hesitate to contact us on support@sirwin.com

Have a great day!

Sirwin team

It turns out that the account was not checked and it is impossible to withdraw. This is what the support service writes:

Transcripts:Agent John has joined the chat.

[10:30:16]John: No KYC & VPN-friendly -Open Global Provably Fair- Fast Payout -7/24 Support 2 Sportsbook,70 Casino Providers, more then 10.000 Games Welcome Offer Pack - 550% Up to $1500 + $400 Free chip Hello Welcome to this SirWin community with your greatness! I'm John How can I assist you ? In order to serve you better, may I know your username?

[10:30:30]Albert: Hello

[10:30:39]John: Hello! Welcome to SirWin. How can I assist you in getting the best experience today?[10:30:59]Albert: The casino representative told me that I could withdraw money, but I put it on withdrawal and they cancelled it again

[10:31:04]Albert: how can I withdraw?

[10:32:04]Albert: they said to contact your support service

[10:32:21]John: I'm checking your process. I appreciate your understanding and cooperation.[10:32:27]Albert: ok

[10:35:01]John: Your game content is currently being reviewed by the risk department. Once the review is complete, you will be informed as soon as possible and will be able to withdraw your money. Right now you will have to wait.The visitor has sent a file: Snapshot.JPG

[10:36:30]Albert: they wrote to me

[10:36:57]Albert: that the account was checked and I can withdraw funds by contacting supportThe visitor has sent a file: Photo.JPG

[10:38:18]John: Once the verification is complete, you will be able to withdraw your money, sir. The investigation is ongoing at this time.

[10:38:51]John: It will be completed as soon as possible.

[10:39:02]Albert: how is that possible? I left a complaint on the forum, and in the complaint your representative wrote that the account was verified. The transcript will be sent to " m.marusia.ms@yandex.ru " after the chat ends.[10:41:14]John: Your withdrawal request will be in your wallet as soon as possible.The transcript will be sent to " m.marusia.ms@yandex.ru " after the chat ends.

[10:42:49]John: Is there anything else I can do to help?

[10:43:01]Albert: no thanksThe visitor has left the chat.The chat is ended.(10:43:04)

Chat InfoID:892cb163-fd7b-4bcb-97e5-2824553ab60eName:AlbertEmail:m.mar*****@yandex.ruDepartment:Agents:John;Start Time:2024/11/06 10:30:16End Time:2024/11/06 10:43:04Product Service:Phone :+79021****38Company:Custom Fields:User Name: *****

Attachment:Photo.JPG

Snapshot.JPG

The casino brought me out!! Thank you! But I will write a very negative review about the casino. Because they hold money without justification and make you nervous, which causes moral harm!!!!!

Dear kopirovka, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru