Sirwin Casino - El retiro del jugador se retrasa debido al aumento del requisito de apuesta.

I can't withdraw my money for 5 days. I made a deposit, wagered it according to the rules, according to their rules. I started to withdraw, and I get a message that I need to spin the deposit 10 more times. They just increased from 1x to 10x. I wanted to withdraw a little and play further, but it didn't work out. Customer service is helpless, they don't know anything at all why things are the way they are. What should I do. Please help me.

Dear akulinia,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. All regulated casinos require players to wager real money deposits. This is one of the standard AML (anti-money laundering) rules. The deposit wagering requirements are usually 3-10x the value of the last deposit, and it isn't anything unfair.

• Could you please advise which games you focus on - slots, live casino, sports betting, etc.?
• How much money did you deposit? Did you activate any bonuses on top of your deposit?

Looking forward to hearing from you.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I didn't launder money. And what is that anyway? A lot of bets were made. Both slots and sports bets. Yes, I took a bonus. 20% of the deposit. According to the rules, the bonus must be wagered x8. And the deposit must be wagered once. I even won back more. The deposit was $142

Я не отмывал деньги. И что это вообще такое. Сделано очень много ставок. И слоты и ставки на спорт. Бонус брал да. 20% к депозиту. По правилам бонус надо отыграть х8. И депозит один раз отыграть. Я отграл даже больше. Депозит был 142 доллара

Thank you very much for your reply, akulinia. Could you please post a link or promo code you used to activate the bonus offer here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

This action is no longer there. I will send you the correspondence by mail! And I will post it here too

Уже этой акции там нету. Переписку отправлю вам на почту! И размещу здесть тоже

Here I am not the only one who got deceived by this casino. I look at complaints about other casinos, there is nothing like that there. But here SIRWIN is deceiving customers en masse. How many customers did not write complaints, but followed the lead of the casino and played off wagers according to their invented rules and most likely lost everything. And those who win from them, they do not let go with the winnings, but fool the head, drag out time so that the client psychologically does not withstand and loses everything. I have already lost a little while they have been holding my money for a week!!!!!!!!!!

Тут я не один такой, кто попал под обман этого казино. Я смотрю жалобы на другие казино там нет вообще такого. А тут прямо SIRWIN массово обманывает клиентов. Это еще сколько клиентов не писали жалобы а шли на поводу у казино и отыгрывали вагеры по их придуманным правилам и скорее всего все проигрывали. А тех кто выигрывает у них они не отпускают с выйгрышем, а морочат голову, тянут время чтобы клиент психологически не выдержал и проиграл все. Вот я уже проиграл немного пока они удерживают мои деньги уже неделю!!!!!!!!!!

I don't understand anything. On your site SIRWIN has such a high security rating, and in general. I relied on your rating and lost everything, all my money. And you still can't send a complaint to the casino for 3 days and somehow solve the problem, why are you doing this, answer at least something??????

Я ни чего не понимаю. У вас на сайте у SIRWIN такая высокая оценка безопасности, и в ообщем. Я понадеяялся на вашу оценку и все потерял, все мои деньги. И вы еще 3 дня не можете отправить жалобу в казино и хоть как то решать проблему, почему вы так поступаете, ответьте хоть что ни будь??????

They are scammers. They have a fake rating on the TRUSTPILOT website 3.6 stars, and on the main page of SIRWIN they allegedly have 4.6 stars. I provide photo evidence

Они мощенники. У них рейтинг подделаный на сайте TRUSTPILOT 3.6 звезды, а на главной странице SIRWIN они выставили якобы у них 4.6 звезды. Фото доказательства предоставляю

Thank you very much, akulinia, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you Christina

Спасибо Кристина

Hello there,

Thank you akulinia for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sirwin Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear akulinia

Thank you very much for reaching out. We have checked your account and we noticed that you managed to withdraw all your funds.

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

Have a great day!

The sirwin team

Thank you very much for the update Sirwin Casino representative.

Dear akulinia, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear akulinia,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.