Sirwin Casino - El retiro del jugador se retrasa debido a la revisión.

Hello,

I'm experiencing an issue where the casino refuses to process my withdrawal! They claim that there is some kind of transaction review in process.

It has already been a week, and there are no results. I don't understand how a review can take a week.

"Your game content is under review by the risk department."

This is the notification I receive every time I submit a withdrawal request.

Initially, they told me to check back in 6 hours. But nothing changed. I tried contacting them every 6 hours and kept making withdrawal requests, all without success. It's been a WEEK doing this!

The chat support doesn't provide any specifics. They don't inform me how long the review will take or when it will be completed.

Please help me resolve this situation.

Здравствуйте

Столкнулся с тем, что казино не хочет выводить деньги! они аргументируют это тем, что ведется какая то проверка транзакции.

уже неделя прошла и результата никакого. я не понимаю что можно неделю проверять.

"Your game content is under review by the risk department."

вот такое уведомление мне приходит каждый раз когда я создаю заявку на вывод средств

Изначально они сказали что необходимо связаться через 6 часов. Но ничего не изменилось. я старался связываться каждые 6 часов. делал запросы на вывод и все безрезультатно. так прошла НЕДЕЛЯ!!

В чате никакой конкретики не говорят. Сколько еще будет длится проверка или когда она закончится тоже не говорят.

Помогите, пожалуйста разобраться в ситуации.

Dear lapko,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

do you even understand me??

what is happening is that my withdrawal is cancelled.

They do not request any documents for KYC verification.

They cancel all my withdrawal requests and send the same message!!

вы вообще понимаете меня??

речь идет о том, что мой вывод средств отменяется.

Никаких документов они не запрашиваю для проверки KYC.

они отменяют все мои заявки на вывод и присылают одно и тоже сообщение!!

chat support doesn't give any specifics!! my first attempt at withdrawal since 20.11. everything is visible in the screenshots!

They repeat again...they don't say what the check is related to!! They don't request documents for KYC check!!

The risk department does not say when their audit will take place, although their managers say that this is not the first audit of this kind.

I ask them: "If there have already been similar checks, how long does such a check last on average? At least name the maximum time", but they just send the same message and say that I have to wait. HOW LONG SHOULD I WAIT?

If necessary, I have correspondence with their support, I can send it.

поддержка в чате никакой конкретики не дает!! с 20.11 моя первая попытка вывода. на скриншотах все видно!

еще раз повторяют...с чем связана проверка не говорят!! Документы для проверки KYC не запрашивают!!

сроки их проверки отдела рисков не говорят, хотя их менеджеры говорят, что это не первая проверка такая.

я у них спрашиваю: "Если уже были подобные проверки, сколько в среднем такая проверки длиться? назовите хотя бы максимальное время" , но они просто присылают одно и тоже сообщение и говорят, что я должен подождать. СКОЛЬКО Я ДОЛЖЕН ЖДАТЬ?

Если нужно, есть переписка с их поддержкой, могу скинуть.

I tried to make a withdrawal request. I wrote to support. The manager told me that the money would soon be in my wallet. After that, the withdrawal was cancelled again and they said that the check was ongoing!

This is just cynical mockery on their part!!

Я попробовал сделать запрос на вывод. написал в поддержку. менеджер мне сказал что деньги будут скоро на моем кошельке. после это вывод средств снова отменили и сказали что проверка продолжается!

это уже просто циничное издевательство с их стороны!!

Thank you for your reply, lapko. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other communication between you and the casino, you can forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear lapko

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. 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.

We are pleased to inform you that everything looks fine now, and the review process is complete. Please contact our live support team to proceed with your withdrawal at your earliest convenience.

If you have any further questions or require additional assistance, please do not hesitate to contact us at support@sirwin.com.

Thank you for your understanding and patience.

All the best

The Sirwin Team 

Hello

I was actually able to withdraw the money. Thank you.

I understand that it is necessary to check accounts, but checks that take on average more than 3 working days raise doubts about the reliability of the casino. That's why I panicked so much and went so far as to write a complaint.

I also thank the representatives of the Azov casino for their assistance!

Close the complaint please

здравствуйте

Деньги я действительно смог вывести. Спасибо

Я понимаю, что необходимо проверять аккаунты, но проверки которые занимаю в среднем больше 3 рабочих дней вызывают сомнения в надежности казино. по этому я так сильно паниковал и дошел до того, что написал жалобу.

Представителей казино азов так же благодарю за содействие!

закройте жалобу, пожалуйста

Dear lapko,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina 

Casino.Guru