Sirwin Casino - La solicitud de retiro del jugador está retrasada.

I made a deposit of $500 and claimed the 100% welcome bonus of $500. The terms and conditions, as well as live chat, confirmed that live roulette is allowed to play.

I finished with a balance of $13,000 after completing the wagering requirement of over $25,000.

The casino has declined any cashout amount I submit and does not reply to emails.

Dear succe44z,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better assist you and understand your situation, could you please provide more details by answering the following questions?

• Could you please send me a screenshot of the error you see when you try requesting a withdrawal?
• Have you used the same payment method for withdrawing your winnings as you used for depositing?
• Did the casino provide a reason for declining your cashout requests?

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

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I’ve attached a screenshot showing that every cash-out I make is immediately returned to my account—there’s no error message; the funds just reappear. In the screenshot, you can see that after I withdrew $1,000, my balance jumped from $12,000 back to $13,000.

I deposited with Bitcoin and have been trying to withdraw via Bitcoin as well.

Unfortunately, the casino is not answering my emails about these withdrawals.

Thank you for your response. Could you please specify if you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Have you made any successful withdrawals from this casino before?

The withdrawal was made couple of times successfully but they returned it back to the account. They never asked for any documents, they simply ignore this win.

(By the way, they claim no kyc required as you can see in their twitter:

https://x.com/sirwindotcom/status/1914752680360059012

" No KYC – Just sign up & play ")

Thank you very much, succe44z, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello succe44z,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Sirwin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

Hello

We would like to address the complaint made by the player with the username succe44z regarding the alleged denial of 13k in winnings.

Upon thorough investigation, our Risk Management team identified that the player engaged in cross-betting activities, which are strictly prohibited according to our terms and conditions. In cases like this, the standard procedure could involve the confiscation of the entire winnings due to a breach of our fair play policies.

However, considering the player's situation, we made a fair and considerate decision by not opting for confiscation. Instead, we have applied a rollover requirement as a more lenient measure. This approach allows the player to still have a chance to withdraw their winnings after completing the required wagering.

We believe this decision reflects our commitment to fairness while maintaining the integrity of our gaming environment. We have also communicated with the player to inform them about the situation and the necessary steps to complete the rollover. Once the requirements are met, the withdrawal will be processed without any further issues.

We are more than willing to cooperate further and provide any additional information if required. Please feel free to reach out to us for further clarification.

Thank you for your assistance in facilitating a fair resolution to this matter.

Best regards,

Sirwin Team

I see it is now, I will contact the live chat and ask how much more wagering they wish I play and I will do so, thank you, I will update

I was in the live chat but they couldn't tell me how much more of a rollover I need to play. Since the casino is not replying to my emails, can you please write here how much more rollover I need to play

Dear Sirwin Casino,

Could you inform the player about the rollover requirements?

Regarding the player's concern about the rollover requirements, we would like to clarify that our live support is available 24/7 to provide accurate and up-to-date information regarding the remaining rollover amount. The player can simply connect with our support team through live chat at any time, and they will promptly assist him with the required details. We kindly encourage the player to reach out via live chat for the most accurate and current information on his rollover status. Our team is always ready to provide assistance and ensure that all necessary information is delivered.

Have a great day!

Sirwin team

Dear succe44z,

Can you give us an update regarding the rollover? Did you manage to get this information from the casino's live chat, as per their instructions?

Yes, The chat was helpful and I am in process of completing the extra wagering

They scammed me even more now, after completing an extra $15,000 playing slots they voided the whole winning 15,000 saying Roulette is not allowed. I played live Roulette before and live roulette is allowed by the terms of the welcome bonus and also confirmed by the live chat.

I have attached the screenshot of the terms and the live chat that confirmed live roulette is fine. I played up to 10 numbers which is allowed by the terms for live roulette

Dear Sirwin Casino,

Can you comment on the issue brought up by the player?

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 succe44z

Thank you for reaching out and bringing this matter to our attention.

We would like to sincerely apologise for the delay in providing a full response. Please rest assured that we are treating your case with the utmost seriousness and are currently conducting a thorough internal investigation to review all aspects of your gameplay, bonus terms, and communication with our support team.

We understand the importance of clarity and fairness, especially in relation to bonus terms and wagering requirements. Your concerns regarding the use of Live Roulette and the application of the bonus terms are being carefully examined, including the screenshots and evidence you have provided.

We deeply regret any inconvenience or frustration this situation has caused and appreciate your patience while we work towards a resolution. We will get back to you as soon as possible with a detailed response and outcome.

Thank you for your understanding.

Kind regards,

SirWin team

Dear ,succe44z

Thank you for your patience while we reviewed your account and the circumstances surrounding your recent gameplay and bonus activity.

We would like to take this opportunity to clarify the terms and conditions associated with our welcome bonus and withdrawal process. As stated in our promotional terms:

The bonus amount received must be wagered 50 times prior to a withdrawal request.

The principal (deposited) amount must be wagered at least once.

In the Live Casino, bonus wagering is permitted exclusively on Roulette.

However, please note that bets placed at odds of 1 to 2 or 1 to 3 are not valid for wagering.

Furthermore, a maximum of 12 numbers may be bet on during a single game round.

Following an internal review by our Risk and Compliance team, it was determined that certain wagers placed during your gameplay did not comply with these specific conditions and were classified as high-risk. As a result, in accordance with our terms and conditions, the associated bonus winnings have been voided.

Please note that your deposited funds remain intact, and you are welcome to proceed with a withdrawal of your initial deposit at your convenience.

We understand this may be disappointing, and we sincerely appreciate your understanding. Should you require any further clarification or assistance, please do not hesitate to contact us.

Kind regards,

SirWin team

You are lying, I didn't bet any 1/2 or 1/3 odds bets, all the bets were inside the roulette and the bets were never on 1/3 of the roulette it was 10 numbers or less inside the roulette directly and not as you mentioned.

If you claim I bet on non allowed odds by the terms send the game log as a proof .

The numbers I usually placed were 1-10 and directly on the number.

Dear Sirwin Casino,

Can you provide me with the player's game history? Please send everything you can to michal.v@casino.guru

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear succe44z,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal