Sirwin Casino - Os pedidos de retirada dos jogadores são negados.

On September 13, 2025, I made a deposit of 10,075 USD into my casino account without participating in any promotional bonus offers. Following the deposit, I engaged in gameplay, fully wagering the deposited amount in accordance with the platform's requirements. In the days that followed, I initiated several withdrawal requests, with amounts ranging from 1,000 USD to 9,115 USD. Each of these attempts was denied by the casino.

Subsequent to each rejection, a notification was posted in my account referencing a specific clause from the casino's Terms of Service (ToS): "In cases when your balance is at least 10 times larger than the total sum of your deposits, you will be limited to € 5,000 (or currency equivalent) for withdrawal per month. In other cases the maximum withdrawal amount per month is € 10,000." It is important to note that the ToS also explicitly states in section 8.2: "There are no withdrawal commissions if you roll over (wager) the deposit at least 1 time." This provision confirms that a single turnover of the deposit should suffice for fee-free withdrawals, provided no bonus is involved.

In an effort to resolve the matter, I contacted the casino's customer support via chat to inquire about the rationale behind the denials. I emphasized that neither of the stipulated conditions for withdrawal limitations applied in my case: firstly, my account balance was not ten or more times the total sum of my deposits; secondly, I had not executed any successful withdrawals within the preceding month. Despite these clarifications, the support representative provided no substantive explanation and repeatedly instructed me to "reconnect after converting your current balance 10 times." When I requested identification of the specific ToS provision authorizing a tenfold wagering requirement for non-bonus play, no response was forthcoming. Based on the repetitive and evasive nature of the interaction, it appeared I was communicating with an automated bot rather than a human agent.

This situation has impeded my ability to access my funds, despite apparent compliance with all relevant terms. I seek resolution to enable the prompt withdrawal of my current balance, in line with the casino's stated policies and without imposition of unwarranted wagering obligations.

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Hello,

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.

• Have you tried contacting support again, reaching a different live agent? With what result?
• Have you verified your identity successfully?
• Could you please clarify how much you wagered overall in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear crogan,

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.

Hi Tomas,

Thanks for your reply.

I followed your recommendation and contacted the casino once more, and now I've started receiving the withdrawal in increments.

You may go ahead and close this case.

Btw, I wasn't notified of your fist post by email; maybe there's a minor hiccup with your system.

All the best,

Carl

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

Dear crogan,

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,

Tomas