Sirwin Casino - Player’s withdrawal is delayed due to account review.

Good day. I made a deposit of $172 at this casino. I started playing slots and triggered free spins, winning $10. Then I started playing fast games, trying 8-10 different ones. I went back to slots and triggered another bonus game, winning about $80. My balance was now $257. I tried to withdraw, but my request was denied. I received a message: Your game content is under review by the risk department. You will not be able to withdraw during this period. The money was not withdrawn. What didn't they like, the fact that I won a lot in slots, while I wasn't lucky in fast games? I have placed more than 250 bets. The deposited amount has been wagered. Please investigate this matter! Thank you.

Dear piwisio,

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. 

• Do I understand correctly that while your withdrawal is suspended you can access your account and play?
• Was your casino account verified?
• Did you achieve your current balance with the help of a bonus? 
• Have you contacted casino support and asked for an explanation? With what result?
• 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 have access to my account and can play.
• Yes there was
• No, I didn't use any bonus.
• I contacted them and they said to wait 72 hours.
• Unfortunately I didn't save the message. I like the casino, it's good, lots of games and providers, everything is clear and simple. The bonus program is probably good, but I didn't activate the bonuses.

I played slots for quite a while, played fast games, lost money. I put it on withdrawal and they cancelled it again, but with the message: Your account is under review due to suspicion of opposing bets. Sirvin hello, are you completely crazy, what opposing bets, how can I make them in slots, how can I make them in fast games. The only place where you can make them is only in Life games, I have never played Life games at all, I have never played Live games at all!

Общение со службой поддержки:

Transcripts:Agent Maya has joined the chat.[10:19:22]Maya: No KYC & VPN-friendly - Open Globally Provably Fair - Fast Payout - 24/7 Support 2 Sportsbooks, 70 Casino Providers, over 10,000 Games Welcome Offer Pack - 550% Up to $1500 + $400 Free Chip Hello and welcome to the SirWin community, where greatness awaits!

My name is Maya. To asist you better, may I kindly ask for your username, please?

[10:19:34]Soslan: не могу вывести, почему?

[10:19:40]Soslan: здравствуйте

[10:19:56]Maya: To asist you better, may I kindly ask for your username, please?

[10:20:06]Soslan: piwisio

[10:20:56]Maya: Thank you for providing your username Soslan How can I asist you further?

[10:21:21]Soslan: Я не могу вывести, почему?

[10:22:40]Maya: Can you please explain more to your question?

[10:23:22]Soslan: I can't get the money out. Why not?

[10:23:47]Maya: Your transactions are currently under review by our risk department. Security checks are a standard procedure and may take some time to complete. We kindly ask that you contact us every 6 hours for updates. Thank you for your cooperation and patience.

[10:23:59]Maya: Is there anything else I can help you with?

[10:24:23]Soslan: вопросов больше нету

[10:24:26]Soslan: спасибоThe transcript will be sent to "[removed by Casino.Guru admin]" after the chat ends.[10:24:49]Maya: Thank you for contacting us. If you have any more questions or need assistance in the future, feel free to reach out. Have a great day!The visitor has left the chat.The chat is ended.(10:24:57)

Dear piwisio

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.

Your account is under review due to suspicion of opposing bets. After the review by our provider, you will be contacted and informed via email. From our experience most of the time after the review the players were able to WD their funds.

Our priority is to ensure the security and integrity of all transactions, and we needed to conduct thorough verifications to make sure everything was in order.

Thank you again for your understanding and patience 

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

Have a great day!

The Sirwin Team

Dear casino, you are kidding me. What counter bets? I played slots. How can there be counter bets in slots? You are blatantly lying and holding my money. In fast games there is also no way to bet on the opposite outcome. And I have never played in the live casino!!!!!!!!!!!! Dear kasino Azov, take action and lower their rating. In the games I played there can be no counter bets even if you want to. I am simply shocked.

The money was withdrawn. Please publish a review! This casino scam is not worth tolerating!!!!

The complaint can be closed, publish the review urgently, 4 days have already passed and the review has not been published!

Thanks for your patience, piwisio.

Do I understand correctly the investigation was concluded and your winnings were paid out in full? May we consider the issue resolved?

Dear piwisio,

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.

Yes, the investigation may have been completed, but it was not an investigation by the provider for counter bets. It was the casino's initiative to check me because they did not want to pay. Because there are no COUNTER BETS in slots and fast games, and I bet exactly these games. The issue can be considered resolved. I received the payment in full. Thank you, casino guru!!! I will definitely write a complaint about them. You can't lie so brazenly!!! I will attach all the screenshots of my game to the review.

Dear piwisio, 

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, 

Tomas

Casino.Guru