Sirwin Casino - Відкликання гравця затримується через аналіз ризиків.

They won't let me withdraw my funds. I deposited $256, played roulette, and wagered a total of $272, which is more than the deposit. According to their rules, you need to wager the deposit once on any game. I wagered the entire deposit and even more. When I requested a withdrawal, they denied it and sent a message: Your bets with odds of 1 to 2 and 1 to 3 have been identified as high-risk by our risk management team, prompting a review of your account. Further information will be communicated to you upon completion of the review. They essentially imposed new rules on me. I did not cheat and played according to their rules; I just realized that I wouldn't be able to win anything and decided to withdraw my funds. But they won't let me withdraw!! Screenshots of my bets are attached. I did not take or activate any bonuses!

Не дают вывести деньги. Я завел 256 долларов, играл в рулетку, поставил 272 доллара в обей сложности, тоесть больше чем депозит. По их правилам нужно проставить один раз депозит на любую игру. Я проставил весь депози и даже больше. При запросе на вывод мне отказали и пришло сообшение: Your bets with odds of 1 to 2 and 1 to 3 have been identified as high-risk by our risk management team, prompting a review of your account. Further information will be communicated to you upon completion of the review. Тоесть они мне новые правили установили. Я не жульничал и играл по их правилам, просто я понял что не смогу выйграть ничего и решил вывести средства. Но они не выводят!! Скрины ставок во вложении. Бонусы я не брал и не активировал!

Dear scetra,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with withdrawing your funds from the online casino.

To better understand your situation and assist you effectively, could you please provide some additional details:

• When exactly did you make your deposit and how long after playing did you request the withdrawal?
• Have you received any further communication from the casino since their initial message regarding the review of your account?
• Were you notified in any way about the "high-risk" bets policy before or during your gameplay?
• Can you confirm if you completed any identity verification steps as required by the casino for withdrawals?

If you have any other relevant communication or additional screenshots, please forward them to petronela.k@casino.guru.

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

Thank you in advance for your reply.

Best regards,

Petronela

-Maked a deposit, started withdrawing after 10 hours

-Did not receive

-Did not receive

-The casino doesn’t require it, but of course I’m ready

-Внес депозит, снимать начал часов через 10

-Нет не получал

-Нет не получал

-Казино не требует, но готов конечно

Hi scetra,

I have reviewed the AML policy of the casino and found the following information (here):

To qualify for a withdrawal, you must have bet and wager as much as your main money 

Wagering Terms and Conditions

At least 2 bets on a combine coupons

Minimum odds totaly 3.00 

Single coupons are not included in the wager

Winnings from single coupons with principal will not be accepted for wagering

Wagering requirements for winnings from sinlge coupons is 10 time 

These rules do not effect to bets on major leagues

It appears that the casino has different rules for wagering real money on different games.

• Could you please provide more details about your game strategy?
• Specifically, what bets did you place on Roulette? Did you play even chances, dozens and columns, or numbers as well?

Thank you.

Dear scetra,

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.

Dear scetra

Thank you for reaching out . We have checked your account and we noticed that you have managed to withdraw all your funds with not an issue. If we can assist you with anything else, please do not hesitate to contact us at support@sirwin.com.

Have a great day!

Sirwin Team

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.