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Hello. I am having trouble withdrawing $330. I made a deposit of $284, played slots, live games, then slots again and quick games. My balance is now $330. My withdrawal request was denied. They wrote: "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."

What do they mean by opposing bets??? In the game Teen Pati Day, you can place bets both for and against, but that's not considered opposing bets. It’s about poker combinations and with each open card, you can change your bet to different players.

The withdrawal button has been completely removed. The manager in the chat told me to wait for 6 hours. But it has been more than a day now. Please help me resolve this. I have placed approximately 300 bets, ranging from $0.1 to $30.

здравствуйте. Мне не выводят 330$. Я сделаа депозит 284$, поиграл в слоты поиграл в лайф игры, потом опять в слоты потом в быстрые игры. На балансе стало 330 долларов. Отклоняют вывод. Пишут: 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.

Что за противоположные ставки??? Если в игре Teen Pati Day, то там ставишь как и за дак и против, это же не противоположные ставки, когда речь идет о покерной комбинации и с каждой открытой картой можно изменить ставку на другого игрока.

Кнопку вывод вообще убрали. Менеджер в чате написал что ждите 6 часов. Но прошло уже больше суток. Помогите пожалуйста разобраться. Ставок сделано оклоло 300 штук. Суммы от 0.1$ до 30$

Dear pomasar,

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. 

• Do I understand correctly you made a real money deposit without using any bonus?
• Do I understand correctly some live game bets you made were with lower risk?
• Could you please share your communication with the casino including the allegations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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 made a deposit with real money, I didn’t take any bonuses! Because it is not profitable.
• I played slots with 200 bets at a minimum and waited for the machine to give out something, but it didn’t give out anything. I have already played with larger sums in a life casino. I bet mostly on odds 1.96 1.98
• And the casino is good, there are a lot of games, my favorite game is Teen Party Day, and there are a lot of them from different providers, it is somewhat reminiscent of poker in terms of combinations, a very convenient casino interface, I haven’t checked the withdrawal, but everyone writes that they withdraw quickly.

• Внес депозит реальными деньгами, бонусы не брал! Потому что он не выгодный.
• В слоты играл ставок 200 на миниммум ждал пока автомат что то выдаст, но ничего не выдавал. В лайф казино уже играл суммами побольше. Ставил в основном на коэффициент 1.96 1.98
• А так казино хорошее, много игр, моя любимая игра тин пати дэй, и там их много от разных провайдеров, она чем то напоминает покер по комбинациям, очень удобный интерфейс казино, вывод вот не проверил, но все пишут что быстро выводят.

The check has already lasted more than 72 hours. The operator said that the check is up to 72 hours. They are deceiving!!!!

Correspondence with the operator:

Agent Mike has joined the chat.

[21:13:25] Mike: lNo KYC & VPN-friendly -Open Global Provably Fair- Fast Payout -7/24 Support 2 Sportsbook,70 Casino Providers, more then 10,000 Games Welcome Offer Pack - 550% Up to $1500 + $400 Free chip Hello Welcome to this SirWin community with your greatness! I'm mike How can I assist you? In order to serve you better, may I know your username?

[21:13:40] Roman: Hello again

[21:13:50] Roman: I don’t have a withdrawal button

[21:13:58] Roman: they said that he would appear in 3 hours

[21:14:06] Roman: 5 hours have already passed

[21:14:24] Roman: and the check also said it should end

[21:14:28] Roman: what’s going on?

Agent John has joined the chat.

[21:36:13] John: Hi Welcome

[21:36:29] John: How can I assist you?

[21:36:42] Mike: hello

[21:36:57] Roman: hello

[21:37:05] Roman: please read above

[21:37:13] Roman: I wrote everything there

[21:37:41] John: Okay

[21:37:47] John: I'm checking your process. I appreciate your understanding and cooperation.

[21:38:00] Mike: let me check

[21:38:06] Roman: ok

[21:39:22] Mike: your games are still under review and the investigation is still ongoing

[21:39:45] Mike: you should wait until this procedure get finish

[21:40:18] Roman: I understand that you need to wait

[21:40:33] Roman: why then do they tell me to wait for 3 hours and the check will end?

[21:40:43] Roman: I’ve already been waiting for the third day

[21:41:54] Mike: Sir, this procedure may take some time which is unknown, in some cases it can be completed in 3 hours, but usually it takes up to 72 hours.

[21:42:07] Roman: ok thank you

[21:42:17] Roman: tomorrow will be 72 hours

Agent John has left the chat.

The transcript will be sent to "[removed by casino.guru admin]" after the chat ends.

[21:43:15] Mike: I hope this will be finished by then

[21:43:23] Roman: me too

[21:43:36] Roman: thank you!

[21:43:43] Roman: all the best

[21:43:44] Mike: good luck

Проверка уже длиться больше 72 часов. Оператор сказал что до 72 часов проверка. Обманывают!!!!

Переписка с оператором:

Agent Mike has joined the chat.

[21:13:25] Mike: lNo KYC & VPN-friendly -Open Global Provably Fair- Fast Payout -7/24 Support 2 Sportsbook,70 Casino Providers, more then 10.000 Games Welcome Offer Pack - 550% Up to 1500$ + 400$ Free chip Hello Welcome to this SirWin community with your greatness! I'm mike How can I assist you ? In order to serve you better, may I know your username?

[21:13:40] Роман: Здравствуйте ещ раз

[21:13:50] Роман: у меня нету кнопки вывод средств

[21:13:58] Роман: казали что появиться через 3 часа

[21:14:06] Роман: прошло уже 5 часов

[21:14:24] Роман: и проверка тоже сказали должна закончиться

[21:14:28] Роман: что происходит?

Agent John has joined the chat.

[21:36:13] John: Hi Welcome

[21:36:29] John: How can I assist you ?

[21:36:42] Mike: hello

[21:36:57] Роман: здравствуйте

[21:37:05] Роман: выше почитайте пожалуйста

[21:37:13] Роман: я там написал все

[21:37:41] John: Okay

[21:37:47] John: I'm checking your process. I appreciate your comprehension and cooperation.

[21:38:00] Mike: let me check

[21:38:06] Роман: ок

[21:39:22] Mike: your games are still under review and the investigation is still ongoing

[21:39:45] Mike: you should wait until this procedure get finish

[21:40:18] Роман: это я понимаю что нужно дождаться

[21:40:33] Роман: зачем мне тогда говорят 3 час ждать и проверка закончиться?

[21:40:43] Роман: я же уже жду третьи сутки

[21:41:54] Mike: сэр, эта процедура может занять некоторое время, которое неизвестно, в некоторых случаях она может быть завершена за 3 часа, но обычно это занимает до 72 часов.

[21:42:07] Роман: хорошо спасибо

[21:42:17] Роман: завтра как раз будет 72 часа

Agent John has left the chat.

The transcript will be sent to "[removed by casino.guru admin]" after the chat ends.

[21:43:15] Mike: надеюсь, к тому времени это будет закончено

[21:43:23] Роман: я тоже

[21:43:36] Роман: спасибо!

[21:43:43] Роман: всего хорошего

[21:43:44] Mike: good luck

Thank you very much, pomasar, for providing the necessary information. 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.  

Hello there,

Thank you pomasar 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!

Dear pomasar

 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 

Thank you very much for the update Sirwin Casino representative.

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

The output button has appeared. I put it to conclusion. Canceled. It is written in the message that you need to win back the balance x1. I bet a total of $400 and the deposit was $284. I played some more and lost some money. I put it back on withdrawal and it was canceled again!

Кнопка вывода появилось. Поставил на вывод. Отменили. Написано в сообщении что нужно отыграть баланс х1. Я проставил в общей сложности 400 долларов, а депозит был 284 доллара. Поиграл еще, проиграл немного денег. Поставил снова на вывод и опять отменили!

The output button has disappeared again. The support service again writes that it is being checked.

Let them give me my deposit and I won’t set foot in this casino!!!!!! They've been holding my money for two weeks now

20:15

Hello

20:15

where did the withdrawal button go?

Mike

20:15

hello

Mike

20:15

how can i help you?

20:16

where did the withdrawal button go?

20:18

how can I withdraw money?

20:18

Are you here?

Mike

20:19

May I know your username?

20:19

pomasar

Mike

20:19

let me check

20:19

OK

Mike

20:23

Your games are pending review, you should wait until this process is completed.

20:23

Опять кнопка вывода пропала. Служба поддержки опять пишет что идет проверка.

Пусть отдают мне мой депозит и я не ногой в это казино!!!!!! Удерживают мои деньги уже две недели

20:15

здравствуйте

20:15

а куда делась кнопка вывод средств

Mike

20:15

hello

Mike

20:15

how can i help you?

20:16

а куда делась кнопка вывод средств?

20:18

как мне вывести деньги?

20:18

вы тут?

Mike

20:19

Могу ли я узнать ваше имя пользователя?

20:19

pomasar

Mike

20:19

let me check

20:19

ок

Mike

20:23

Ваши игры находятся на рассмотрении, вам следует дождаться завершения этой процедуры.

20:23

Well what is there?? They've been holding my money for over 10 days now. Let them return my deposit to me. I refuse their services. What kind of casino is this? Helpeeee please

НУ что там?? Уже больше 10 дней удерживают мои деньги. ПУсть вернут мне мой депозит. Я отказываюсь от их услуг. Что за казино то такое. Помогитеееее пожалуйста

Dear Sirwin Casino representative, can you update us on the state of the player's withdrawal process? What can we do in this case to resolve this issue sooner? Thank you in advance!

Dear pomasar,

Thank you for your engagement with Sirwin. We regret to inform you that after an analysis of your gameplay by our providers, it has been determined that your account has been involved in opposing bets.

Specifically, there were signs of opposing betting in one game type with another user within the Evolution network. This review was conducted and received directly from the game provider, confirming the irregular activity.

As a result of these findings, your account has been suspended in accordance with our terms and conditions. This measure is taken to ensure the integrity and fairness of our gaming environment for all players.

If you believe this decision is a misunderstanding or require further clarification regarding this matter, please do not hesitate to reach out to our support team at support@sirwin.com. Our team is available to assist you and provide any necessary information.

We appreciate your understanding and cooperation in this matter.

Sincerely,

The Sirwin Team

Thank you for the clarification Sirwin Casino representative. Would it be possible to provide me with the report from the game provider for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

I do not understand anything. How can I bet the opposite way and lose money? I don’t understand what my benefit is. I lost about $100, I didn’t take any bonuses, I would also like to see this evidence from the provider. I don't understand anything at all

Я ни чего не понимаю. Как же я так могу ставить противоположно, проиграть денег? Какая моя выгода я не понимаю. Я проиграл около 100 долларов, бонусы никакие не брал, мне бы тоже бы эти доказательства увидеть от провайдера. Вообще ничего не понимаю

The complaint can be closed. Withdrew money!! But he lost almost $100 from the original amount. Thank you! There are no more questions about the casino. I recommend them!!!

Problems with the game provider, somehow I accidentally ended up with repeated bets

Жалобу можно закрывать. Вывел деньги!! Но проиграл от изначальной суммы почти 100 долларов. Спасибо! По казино вопросов больше нету. Рекомендую их!!!

Проблемы с провайдером игр, каким то образом я случайно попал на повторные ставки

Dear pomasar,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter