Sirwin Casino - Player’s winnings have been confiscated.

I registered two weeks ago. Everything was fine until yesterday, when they canceled my withdrawal.

I received a notification on my account saying, "You need to wager on sports 10 times the amount of your deposit. Each bet must include at least 2 matches and minimum odds of 3.00."

This casino has two providers.

The first one has a betting limit of $1.

The second one is banned in my region.

I went to the casino and placed bets on red and black... even managed to win a little, but after another request, I was denied and received the exact same notification!

The next day, I tried to withdraw again. I received a new notification: "You need to wager on sports 10 times the amount of your deposit. Each bet must include at least 2 matches and minimum odds of 3.00, or you can complete the slot turnover requirement."

I played slots and lost some money. Then I moved on to Crash, Spaceman, Aviator games.

In the end, I wagered 10 times the specified amount as confirmed by customer support. I made a withdrawal request and was denied again. "In live chat, they also confirmed that these games can't be used for deposit turnover."

This is pure fraud. Not only do they create impossible conditions for deposit turnover, but their own games aren't even eligible. Support points only to slots where you are likely to lose all your money.

I asked several times to review the condition, as it is unattainable. The operator, who went by "Joy," kept spamming the same response and saying it’s their new condition effective from 06/01/2024.

Then, a lady named "Sera" took over... She was responsive and tried to help. According to her, she spoke with the provider who told her I need to wager $5000 (it was $2500 in the morning according to Joy).

I continued playing Pilot and Blackjack, wagering around $1000 in total, but support said none of it counted and once again pointed me to the slots!

The bottom line:

Roulette (not allowed where there's a chance of winning 1:2 or 1:3)

Blackjack doesn't count

Baccarat doesn't count

Poker—nothing

Games like "Crash" are not allowed

Sports are entirely banned in my region by the provider

So that just leaves slots! Where you're 100% likely to lose all your money, especially 10x your deposit (which was $500).

To me, this is a complete SCAM. All conditions and requirements are set up to ensure you lose all your money...

If they return my money, I will have no complaints, but so far, I’ve experienced nothing but absurdity from this casino for 2 days. I’ve never seen anything like this!!

I didn’t take any bonuses. These conditions are only on my pure deposit!

Dear gugesof,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sirwin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain which bonus have you activated and played?
• What are the rules associated with it you were informed about?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

I didn’t take any bonuses!!!

made a deposit and withdrew.

I should note that the casino on my account was withdrawing money up to this point. and everything was fine until the amount in the account was more than $1000

at your address tomas@casino.guru I sent a correspondence with live chat

I just created a new withdrawal request and my balance was withdrawn.

the money has arrived in your wallet!

the complaint can be closed. I have no complaints!

Dear gugesof,

Thank you for your feedback. We take all player comments seriously and aim to provide a transparent and fair gaming environment for everyone. We would like to clarify the situation regarding your account and the actions taken by our Risk Management team.

Our records indicate that:

  Risk Assessment: Our Risk Management team identified certain activities on your account that were flagged as risky. Specifically, although the BetConstruct Betting provider was unavailable, you managed to place bets by using the search bar. This activity raised concerns about potential rule violations.

  Wagering Requirements: Based on our site's rules, a conversion was requested. Even though the initial wagering requirements were completed, additional measures were taken due to the nature of the activities observed. Despite these concerns, your withdrawal was processed and sent.

  Activity Analysis: Our analysis showed that after placing bets, you started playing 1:2 and 1:3 games, attempting to double the funds, which further indicated risky behaviour.

  Fraud Prevention Measures: In cases where fraudulent or risky activities are detected, our policy allows for imposing additional wagering requirements. Specifically, a 10x wagering requirement for sportsbook and 1x for slots can be applied. We also reserve the right to request KYC verification after such requirements are met to ensure compliance and account security.

  Account Handling: Despite the identified risks, we did not close your account or remove your balance. Instead, you were asked to complete the wagering requirements. Although these requirements were not fully met, we proceeded with your withdrawal in good faith.

  Multiple IP Addresses: Our investigation also revealed the use of multiple IP addresses, which is a common indicator of account sharing or other non-compliant activities.

In light of these findings, our actions were in accordance with our terms and policies to protect the integrity of our gaming environment. If you have any further questions or need additional clarification, please do not hesitate to contact our support team directly at support@sirwin.com.

Best regards,

The Sirwin Team

Dear gugesof,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Sirwin Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru