Sirwin Casino - アカウント審査のため、プレイヤーの引き出しが遅れています。

I want to file a complaint against this casino. I can't withdraw money from there. I only played slots. When withdrawing money, the following message came up: 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 or your preferred method of contact. I can't understand why they write that, because I played only slots. How can you bet the opposite!!! There is a correspondence with the support service. Support writes that the fault of the game provider. But how can the provider of the slot can blame me for the opposite bets? So it's all lies casino their manager!!! Thank you!

Dear simasert,

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. 

Could you please specify when you requested a withdrawal of your winnings from the casino?

Could you please confirm you passed verification in the casino and when?

Did you achieve your winnings with the help of a bonus? 

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 requested a withdrawal on August 21, after I played back my deposit in slots
• No, I didn't, it's not required there, the casino positions itself as anonymous
• bonus not used

• Вывод запросил 21 августа, после того как отыграл депозит в слоты
• нет не проходил, она там не требуется, казино позиционирует себя как анонимное
• бонус не использовал

Dear  simasert

 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.

Your account is under review from the game providers with suspicious of opposing bets. Your activity was on the slots and some roulette games. I hope the review is going to be done soon and we will contact you to inform you about the results. Unfortunately, we need to wait a bit for the review. Thank you for your understanding and patience.

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

All the best

The Sirwin Team 

I only played slots, I played roulette in the slots section, there is a virtual roulette, you need to spin it yourself like a spin. In this roulette, counter bets are impossible!!!!!! You are deceiving me. Providers have nothing to do with it. The provider check cannot be done for almost two weeks. You are deliberately delaying the payment!! You are drowning yourself. I have all the evidence of my game, including a video recording from the screen!! The roulette I played on the screen, slots section, provider Netent. You need to spin the roulette like a spin. I contacted the provider, they answered me that there are no checks for this roulette!!!!!!!!!! I corresponded with the provider's representatives for a long time. They told me that there are no checks for slots!!!!

Я играл только в слоты, в рулетку я играл в разделе слоты, там виртуальная рулетка, там нужно самому ее крутить как спин. В этой рулетке невозможны встречные ставки!!!!!! Вы меня обманывает. Провайдеры тут не причем. не может идти проверка провайдера уже почти две недели. Это вы задерживаете выплату специально!! Вы сами себя топите. У меня все доказательства моей игры есть, включая видео запись с экрана!! Рулетка в которую я играл на скрине, раздел слоты, провайдер Netent. Крутить рулетку нужно как спин. Я связался с провайдером они мне ответили что проверок по этой рулетки никаках нету!!!!!!!!!! Я еще долго переписывался с представителями провайдера. Они мне сказали что по слотам проверок не бывает!!!!

Thanks to both parties for your replies.

Dear simasert,

Since it seems the checks are done by a third party, it's understandable there will be a delay. I encourage you to stay patient until the checks are complete.

Could you please explain how much you wagered on roulette compared to on slots?

• There is no verification by the provider, I contacted the provider about my account, he replied that there are no checks.
• This is not a roulette, this is a slot machine, similar to a roulette, these are not Life games, these are not live dealers, the spins are pressed exclusively by me. And there can never be opposite bets on the other side or on another account! And I am accused of opposite bets. This is just a lie from the casino administration.
• And yesterday I put it on withdrawal, they write to me that there is no verification, but I need to wager my deposit on the slots again, so I wagered it on the slots!!

• Нету там проверки у провайдера, я с провайдером связался по поводу моего аккаунта, он ответил что никаких проверок нету.
• Это не рулетка, это иговой автомат такой, похож на рулетку, это не Лайф игры, это не живые дилеры, спины нажимаются исключительно мною. И никогда там не пожет быть противоположных ставок с другой стороны или на другом аккаунте! А меня обвиняют в противоположных ставках. Это просто ложь администрации казино.
• И вчера ставил на вывод они мне пишут что проверки нету, но надо снова проставить свой депозит на слотах, дак я его на слотах и проставил!!

It turns out that the complaint will not be resolved at all? The check of the alleged provider is apparently finished and the casino asks to play the deposit in slots again. I played it in slots. Why are they holding my money????

Жалоба получается решаться вообще не будет? Проверка якобы провайдера видимо закончена и казино просит опять отыграть депозит в слотах. Я в слотах его и отыграл. Почему они удерживают мои деньги????

Thank you very much, simasert, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, simasert,

I am sorry to hear about your trouble and apologize for the delay. Let's wait for an update from the casino.

Dear Sirwin Casino Team,

Could you please provide us with an update? Have the provider's checks already been finished?

Dear simasert

We understand your dissatisfaction, and we sincerely apologize for the delay in processing the withdrawal of your funds. We checked your account, and we noticed that you managed to withdraw all your funds.

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 

Thank you for your response and the update, the Sirwin Team.

Dear simasert,

Can you please confirm your issue has been successfully resolved in the meantime, and we can consider the matter closed? Or, is there anything else we can help you with?

YES I withdrew the money. But I withdrew it after I lost the money, after a super long check, a very bad casino, I do not recommend it!!!!!!!!!! Thanks to the Casino Guru team!!!!! They helped a lot. Otherwise, the casino would not reach this one. Very bad operators

ДА деньги вывел. Но вывел после того как проиграл деньги, после супер длинной проверки, очень плохое казино, не рекомендую!!!!!!!!!! Спасибо команде Казино ГУру!!!!! Очень помогли. А то до этого казино не достучатся. Очень плохие операторы

What great news, simasert!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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.

Thank you very much, the Sirwin Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru