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Complaints regarding withdrawal restrictions

Complaint Regarding Withdrawal Restrictions

Hello, I would like to ask for the mediation of experts here.

I recently won a large sum of money at this casino, but

After requesting a withdrawal, I was given a $100 withdrawal restriction within 24 hours.

I have tried to withdraw several times, but at this rate, it will take a very long time to withdraw all my money.

Based on reading the terms and conditions, I don't see any original daily withdrawal limit, and the withdrawal system allows for withdrawals of $5,000 per transaction.

Could you please ask Sirwin Casino to stop this harassment?

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Dear maimai08,

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

I have reviewed the Terms and Conditions and found the following relevant information:

In cases where your balance is at least 10 times larger than the total sum of your deposits, withdrawals are limited to €5,000 (or currency equivalent) per month.

In other cases, the maximum withdrawal amount per month is €10,000.

You can withdraw a maximum of 40 times the amount you deposited.

The daily withdrawal limit is $500.

To better understand your situation and assist you effectively, could you please clarify the following:

• When did you make your initial withdrawal request?
• Have you contacted Sirwin Casino’s customer support regarding this issue? If so, what was their response?
• What is the total amount you are trying to withdraw?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Petra

When I inquired, I was told it was due to a system update. However, I recall being told that I might be engaging in fraudulent activity when I first inquired about this restriction. I clearly denied any such activity. And today, when I inquired, I was given a false explanation that it was due to system maintenance, which is very frustrating. Is it really true that all users have had a $100 daily limit for over a month now? If not, I want this harassment to stop.

Thank you for your reply and for providing the previous details, maimai08.

• Do you have any documentation or screenshots of your attempts to withdraw?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear maimai08,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru