Sirwin Casino - Das Konto des Spielers bleibt trotz der Aufforderung zur Schließung bestehen.

I am writing to urgently seek your assistance. Despite my repeated requests to Sirwin Casino to permanently close my account due to my gambling addiction, my account remains open. I have repeatedly emphasized that I am addicted to gambling and urgently need to be excluded from gambling activities, but the casino ignores my requests.

This situation is very distressing for me, and I am currently unable to stop on my own. I am appealing to your team to take up this matter and exert pressure on the casino to ensure that my account is closed immediately and permanently.

I am relying on your help, as the casino itself takes no action to protect me.

Thank you for your support.

ich schreibe Ihnen, um dringend um Ihre Unterstützung zu bitten. Trotz meiner wiederholten Aufforderungen an das Sirwin Casino, mein Konto aufgrund meiner Spielsucht dauerhaft zu sperren, wurde mein Konto weiterhin geöffnet. Ich habe mehrfach betont, dass ich spielsüchtig bin und dringend den Ausschluss vom Spielbetrieb benötige, doch das Casino ignoriert meine Bitten.

Die Situation ist für mich sehr belastend, und ich schaffe es derzeit nicht, selbst aufzuhören. Ich appelliere an Ihr Team, sich dieser Sache anzunehmen und Druck auf das Casino auszuüben, damit mein Konto unverzüglich und endgültig geschlossen wird.

Ich bin auf Ihre Hilfe angewiesen, da das Casino selbst keinerlei Maßnahmen ergreift, um mich zu schützen.

Vielen Dank für Ihre Unterstützung

Dear Blerko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

3.4. You acknowledge, agree and accept that the procedure for Self-Exclusion with the Brand is as follows: If You want to be Self-Excluded from sirwin.com, please contact us on the following email address: info@novadata-solutions.net. Your email needs to include the following information:

a. a clear request that states that You wish to be fully Self-Excluded (not partially restricted) on a voluntary basis;

b. the duration of the period of the Self-Exclusion, with a minimum of three months, up to five years;

c. Stating that Your Request has to do with problematic gambling behavior;

d. Providing a copy of your ID and Proof of Address.

Did you follow the listed instructions when requesting self-exclusion? Could you please forward me all the self-exclusion requests you sent to the casino? My email address is kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Dear Casino Guru Team, unfortunately I did not follow everything you described to me, but I did point out my problem several times, see the emails and even chat logs that I forwarded to you.

I am very happy to have her and trust in her help

Liebes casino Guru Team, ich hsbe leider nicht alles befolgt wie sie mir daß geschildert haben allerdings mehrmals über mein Problem hingewiesen, siehe die Emails und sogar Chat Protokole die ich ihnen weitergeleitet habe .

Ich bin sehr froh sie zu haben , und vertraue auf ihre Hilfe

Dear Blerimush

Thank you very much for reaching out. I’m sorry to hear about your problem.

We check your account and we noticed that you managed to closed it yourself.

Please to not hesitate to contact us if you have any questions at support@sirwin.com

Have a great day!

Sirwin Team

"Yes, I had already closed the account and it was reopened despite me explicitly mentioning my illness. It seems as though you have no intention of profiting from someone who is struggling with such difficult life circumstances.

Is there a way to find a fair arrangement for the repayment of the amounts I have lost since announcing my illness?

Best regards,

Blerim L***

"Ja, ich hatte das Konto bereits geschlossen, und es wurde trotzdem wieder eröffnet, obwohl ich ausdrücklich auf meine Erkrankung hingewiesen hatte. Es wirkt so, als ob Sie nicht das Ziel verfolgen, von jemandem zu profitieren, der mit solch schweren Lebensumständen zu kämpfen hat.

Gibt es eine Möglichkeit, eine kulante Regelung für die Rückzahlung der Beträge zu finden, die ich seit der Bekanntgabe meiner Erkrankung verloren habe?

Mit freundlichen Grüßen,

Blerim L***

Hello everyone,

Thank you both for your replies.

Blerko, when was the first time you informed the casino about your gambling problem? Do I understand correctly that your account was closed just recently?

Could you please clarify the dispute value (€5,000)?

Hello,

Thank you for your message.

On September 11th, I informed the casino of my gambling problem via email and live chat and closed my account myself using the options offered. However, it was reopened at my request, which should not have happened in my situation. As I am known to have a gambling addiction, it is not right that I was given the opportunity to continue making deposits. Someone in my situation should not have the chance to fall back into this behavior.

I hope this clears things up. If you have any further questions, please do not hesitate to contact me.

Best regards

Blerim

Hallo,

vielen Dank für Ihre Nachricht.

Am 11. September habe ich das Casino per E-Mail und im Live-Chat über mein Glücksspielproblem informiert und habe mein Konto selbst über die angebotenen Möglichkeiten geschlossen. Allerdings wurde es auf meine Bitte hin wieder eröffnet, was in meiner Situation nicht hätte geschehen dürfen. Da ich als spielsuchtkrank bekannt bin, ist es nicht in Ordnung, dass mir die Möglichkeit gegeben wurde, weiterhin Einzahlungen vorzunehmen. Jemand in meiner Lage sollte keine Chance mehr haben, wieder in dieses Verhalten zurückzufallen.

Ich hoffe, dies klärt die Angelegenheit. Für Rückfragen stehe ich gerne zur Verfügung.

Beste Grüße

Blerim

Could you please clarify the dispute value (€5,000) and if you currently have access to your casino account?

Dear Christine,

If the casino had fulfilled its obligations and complied with my request to exclude me from gambling as a pathological addict, I would no longer have been able to deposit at least 5,000 euros.

I understand that casinos are also listed and protected by you because you make a living from it. Nevertheless, it should be a fact that reputable establishments should respond to the demands of gambling addicts in order to maintain their reputation as trustworthy providers and continue to be listed with a high index by you.

I usually only play in casinos that have good reviews from you, but I'm increasingly noticing that this no longer offers any security.

Best regards

Blerim L***

Liebe Christine,

hätte das Casino seinen Verpflichtungen nachgekommen und meiner Bitte, mich als krankhaft Süchtigen vom Spiel auszuschließen, entsprochen, hätte ich mindestens 5.000 Euro nicht mehr einzahlen können.

Ich verstehe, dass auch Casinos bei Ihnen gelistet und geschützt werden, da Sie davon leben. Dennoch sollte es ein Fakt sein, dass seriöse Häuser auf die Forderungen von Spielsüchtigen eingehen sollten, um ihren Ruf als vertrauenswürdige Anbieter aufrechtzuerhalten und weiterhin mit einem hohen Index bei Ihnen geführt zu werden.

Ich spiele meist nur in Casinos, die bei Ihnen gut bewertet werden, merke jedoch immer häufiger, dass dies auch keine Sicherheit mehr bietet.

Viele Grüße

Blerim L***

Dear Christine,

I want to make something clear: I have nothing against the casino, they are really good. But the most important thing is unfortunately neglected.

While it is possible to exclude yourself from playing, live chat will instantly reactivate your account upon request. For people like me who struggle with gambling addiction, this can be fatal.

I lost other people's money in a gambling frenzy because I am a gambling addict and can no longer act sensibly. The only way out was to have my account closed because of gambling addiction. But if this request is ignored, that is very bad.

Such failures can drive people to the brink of ruin, even to the point of suicide. I don't think that's in the casinos' interest. But the casinos that are listed with a high index in your country must also live up to this responsibility. It cannot be that the money of people who are sick continues to be knowingly ruined.

Best regards

Blerim L***

Liebe Christine,

ich möchte etwas klarstellen: Ich habe nichts gegen das Casino, sie sind wirklich gut. Aber das Wichtigste wird leider vernachlässigt.

Es ist zwar möglich, sich selbst vom Spielen auszuschließen, doch der Live-Chat aktiviert das Konto sofort wieder auf Anfrage. Für Menschen wie mich, die mit Spielsucht kämpfen, kann das fatal sein.

Ich habe in einem Spielrausch fremde Gelder verspielt, weil ich als Spielsüchtiger nicht mehr vernünftig handeln kann. Der einzige Ausweg war, mein Konto wegen Spielsucht schließen zu lassen. Wenn diese Bitte jedoch ignoriert wird, ist das sehr schlimm.

Solche Versäumnisse können Menschen in den Abgrund treiben, bis hin zum Suizid. Ich denke nicht, dass das im Interesse der Casinos ist. Aber die Casinos, die bei Ihnen mit einem hohen Index geführt werden, müssen auch dieser Verantwortung gerecht werden. Es kann doch nicht sein, dass das Geld von Menschen, die krank sind, weiterhin wissentlich ruiniert wird.

Viele Grüße

Blerim L***

Did you deposit €5,000 after you informed the casino about your gambling problem and your account was reopened?

Furthermore, I have asked you twice already, and you still haven't clarified if you have access to your casino account.

Hello ,

I confirm that the amount was deposited after I disclosed my gambling addiction. However, it seems that my concern has received little attention at Sirwin so far. As mentioned above, Sirwin offers the option to exclude yourself from gambling, which I again used. Unfortunately, my account was reactivated at my request after a previous exclusion.

I really hope that my account will now be permanently and definitively closed due to my gambling addiction and will not be reactivated. A permanent ban would be crucial for my recovery and for dealing with my addiction.

Hallo ,

ich bestätige, dass der Betrag nach Bekanntgabe meiner Spielsucht eingezahlt wurde. Es scheint jedoch, dass mein Anliegen bei Sirwin bisher wenig Beachtung gefunden hat. Wie bereits erwähnt, bietet Sirwin die Möglichkeit, sich selbst vom Spielen auszuschließen, was ich erneut genutzt habe. Leider wurde mein Konto nach einem früheren Ausschluss auf meine Bitte hin wieder aktiviert.

Ich hoffe sehr, dass mein Konto nun dauerhaft und endgültig aufgrund meiner Spielsucht geschlossen bleibt und keine erneute Aktivierung erfolgt. Eine dauerhafte Sperrung wäre für meine Genesung und den Umgang mit meiner Sucht entscheidend.

Thank you very much, Blerko, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Dear Blerko,

My name is Kubo, and I will be handling your complaint moving forward. I sincerely apologize for the situation you're currently facing, and I will do my best to assist you. If there have been any updates or new developments regarding this case since the last information was provided, please feel free to share.

I would also like to invite the representatives from Sirwin Casino to rejoin this discussion and provide any relevant information that could help in resolving the issue.

Thank you for your patience, and I look forward to working together to find a solution.

Dear Sirwin Casino,

Could you please provide detailed information regarding this case and clarify why a player who had closed his account due to a gambling problem was able to reopen it simply by submitting a request via live chat?

Thank you in advance for your response!

Best Regards,

Kubo

To Blerko:

We understand your concerns about reactivating your account and are sorry for any distress this situation may have caused. Following our investigation, we found no record of any formal self-exclusion request submitted in the way specified in our Terms and Conditions. For such a request to be processed, we require an email stating that you wish to self-exclude, along with identification and proof of address. While you reached out to us in various ways, none of these met the formal self-exclusion criteria as outlined.

After your initial account closure, we did reactivate your account at your request. Our support team processed this reactivation following our usual protocols, which do allow for reactivation unless a formal self-exclusion is on file. Therefore, without the required self-exclusion documentation, we proceeded under the assumption that you had reconsidered.

Refund Eligibility:

   We will not be able to refund the full amount requested. As per our policies, only deposits made after reactivation (totalling $131.16) are eligible for refund, which has been processed.

   Unfortunately, prior deposits cannot be refunded, as they were made during periods when your account was open by your choice.

Moving forward, if you wish to self-exclude permanently, please contact us by email at info@sirwincom, including a request for self-exclusion due to gambling issues, and attach your identification and proof of address. We will honour this request as soon as it’s received.

To the Casino Guru Team: In response to your question, our support team reactivated the account following a request from Blerko, given that no formal self-exclusion request had been submitted. We are reinforcing our guidelines with the team to ensure our players are fully informed of the formal process required for self-exclusion.

Thank you for your assistance in mediating this issue. If there is any additional information we can provide, please let us know.

Sirwin Team

Dear Sirwin Team,

I understand that formal requirements must be met, but I am disappointed that my requests were not taken seriously just because an ID photo was missing. I have expressed my desire for a block several times via email and live chat.

Let me understand this correctly: you were aware that a gambling addict customer was sincerely asking for a ban, and yet you decided not to implement this because it did not formally fit into your system? Such an approach, in which a cry for help goes unheeded, seems anything but responsible to me.

No offense, but I wonder how you can justify such a decision. Here was a customer who asked for support and instead of closing the door, you just opened the door to further problem gambling behavior.

I hope this is not your understanding of responsible action.

Best regards,

Blerko

Liebes Sirwin Team,

ich verstehe, dass formale Anforderungen erfüllt sein müssen, aber es enttäuscht mich, dass meine Bitten nicht ernst genommen wurden, nur weil ein Ausweisfoto fehlte. Ich habe über E-Mail und Live-Chat mehrfach meinen Wunsch nach einer Sperre geäußert.

Lassen Sie mich das richtig verstehen: Ihnen war bewusst, dass ein spielsüchtiger Kunde aufrichtig um eine Sperre bat, und dennoch entschieden Sie, dies nicht umzusetzen, weil es formell nicht in Ihr System passte? Ein solches Vorgehen, bei dem ein Hilferuf unbeachtet bleibt, erscheint mir alles andere als verantwortungsvoll.

Ich möchte Ihnen nicht zu nahe treten, aber ich frage mich, wie Sie eine solche Entscheidung rechtfertigen können. Da war ein Kunde, der um Unterstützung bat, und anstatt die Tür zu schließen, haben Sie ihm nur den Weg zu weiterem problematischen Spielverhalten geöffnet.

Ich hoffe, dass dies nicht Ihr Verständnis von verantwortungsvollem Handeln ist.

Mit freundlichen Grüßen,

Blerko

Dear Blerko,

Thank you for your response. We understand that this is a very personal and challenging matter, and we want to address it with the respect it deserves.

Our goal is to provide a safe and responsible environment for all players. For this reason, we must follow specific protocols outlined in our Terms and Conditions, which guide every action we take, including the procedures for self-exclusion. These requirements are there to ensure clarity and prevent misunderstandings, allowing us to act decisively and consistently for all our players.

To clarify, our Terms and Conditions require a formal self-exclusion request, complete with specific documentation, to ensure that any exclusion is processed securely and accurately. In the absence of these formal requirements, we are unable to permanently enforce restrictions, as we must act in strict compliance with the guidelines we have set.

We sincerely encourage you to send a formal self-exclusion request, including a clear request for a permanent ban due to gambling issues and the required identification documents. Once this is received, we will enforce the exclusion promptly and in line with our policy.

Thank you for your understanding, and please feel free to reach out if we can help you with the self-exclusion process or offer any additional support.

Best regards,

Sirwin Casino Support Team

Dear Sirwin Casino,

Thank you for your detailed response and clarification regarding the self-exclusion process. We at Casino Guru understand the importance of following protocols and procedures, but we believe there is an opportunity to refine the approach in cases where the casino is already aware of a player's gambling issues.

While we agree that verification is a key part of ensuring safety for both the player and the casino, we feel that certain actions can and should be taken prior to completing the verification process. When a player acknowledges a gambling problem, it would be beneficial for the casino to step in and offer support as soon as possible, preventing the player from sinking deeper into their issue.

Specifically, we believe the casino should have the ability to lock a player’s account within a reasonable time, even if the verification is still in progress. This would prevent further deposits, gameplay, or any other transactions while the verification process is being completed. The verification should not be an excuse for delaying action, as it can be completed after the account suspension, ensuring the player’s balance remains protected, pending withdrawals are secured, and further deposits are blocked.

In light of the above, I kindly request that you take immediate steps to lock the player's access to their account and prevent any manipulation of transactions while the verification process is ongoing.

Thank you for your understanding and cooperation on this important matter.

Dear Blerko,

I kindly request that you complete your KYC process by submitting the necessary documents to the casino. This will ensure that your account is fully verified and help avoid any potential issues should you decide to open a new account in the future.

Thank you for your prompt attention to this matter.

Dear Kubo,

As far as I know, the casino never required KYC verification because it is a crypto casino. Nevertheless, I did it as a matter of course.

I think it's fair that you share my point of view. The amount I lost after my attempt to close my account is small compared to my total losses. So I'm not asking for a refund for what was lost before, I'm just asking for a refund for the amount lost after my attempt to close it.

Why is this so important?

A person addicted to gambling often acts impulsively. If they are not taken seriously in such a situation, this can lead to serious consequences, which in the worst case can even lead to suicide. It is frightening when reputable providers do not take this seriously and do not set limits, even though it is their responsibility.

If I made a mistake in my request to permanently close my account, the casino should have recognized this and informed me to ensure that the process was completed correctly. Temporarily blocking the account could have prevented me from incurring further losses during this time.

Many thanks for your support,

and to the team at Sirwin Casino: Please take such concerns seriously. Gambling addiction has a serious impact on people and their families, and uncontrolled losses cause a lot of suffering.

Best regards

Blerko

Lieber Kubo,

soweit ich informiert bin, war im Casino nie eine KYC-Verifizierung erforderlich, da es sich um ein Krypto-Casino handelt. Dennoch habe ich dies selbstverständlich gemacht.

Ich finde es fair, dass Sie meine Sichtweise teilen. Der Betrag, den ich nach meinem Versuch, mein Konto zu schließen, verloren habe, ist im Vergleich zu meinen gesamten Verlusten gering. Ich verlange daher keineswegs eine Rückerstattung für das, was vorher verloren ging, sondern bitte lediglich um eine Rückerstattung für den Betrag, der nach meinem Schließungsversuch verloren ging.

Warum ist das so wichtig?

Ein spielsüchtiger Mensch handelt oft impulsiv. Wird er in solch einer Situation nicht ernst genommen, kann dies zu schwerwiegenden Konsequenzen führen, die im schlimmsten Fall bis zum Suizid reichen können. Es ist erschreckend, wenn renommierte Anbieter dies nicht ernst nehmen und keine Grenzen setzen, obwohl es in ihrer Verantwortung liegt.

Falls ich bei meinem Antrag auf dauerhafte Kontoschließung einen Fehler gemacht haben sollte, hätte das Casino dies erkennen und mich darauf hinweisen müssen, um sicherzustellen, dass der Prozess korrekt abgeschlossen wird. Durch eine temporäre Sperrung des Kontos hätte es verhindert werden können, dass ich in dieser Zeit weitere Verluste erleide.

Vielen Dank für deine Unterstützung,

und an das Team von Sirwin Casino: Bitte nehmen Sie solche Anliegen ernst. Spielsucht hat gravierende Auswirkungen auf Menschen und deren Familien, und unkontrollierte Verluste verursachen viel Leid.

Viele Grüße

Blerko

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.

Ladies and Gentlemen

I would like to point out that SirWin Casino may underestimate the seriousness of having an unsolved case. As a player, I would never deposit money into a casino that does not resolve such cases.

For us players, Casino Guru is often the only place to go to settle such matters, as we have little legal chance against casinos licensed in Curaçao.

I appeal to those responsible to take my complaint seriously and to deal with it professionally. Serious work, especially when dealing with emails, is essential if you want to remain trustworthy as a casino.

As requested, I properly excluded myself from SirWin. However, there was no response. A reputable casino should act reliably and transparently, especially when it comes to building trust with players.

Best regards,

Blerko

Sehr geehrte Damen und Herren,

ich möchte anmerken, dass SirWin Casino möglicherweise unterschätzt, wie gravierend es ist, einen ungelösten Fall offen zu haben. Als Spieler würde ich niemals Geld in ein Casino einzahlen, das solche Fälle nicht klärt.

Für uns Spieler ist Casino Guru oft die einzige Anlaufstelle, um solche Angelegenheiten zu regeln, da wir rechtlich gegen Casinos mit einer Lizenz aus Curaçao kaum Chancen haben.

Ich appelliere an die Verantwortlichen, meine Beschwerde ernst zu nehmen und professionell zu bearbeiten. Seriöse Arbeit, insbesondere bei der Bearbeitung von E-Mails, ist essenziell, wenn man als Casino vertrauenswürdig bleiben möchte.

Wie gewünscht habe ich mich ordnungsgemäß bei SirWin ausgeschlossen. Dennoch blieb eine Reaktion aus. Ein seriöses Casino sollte zuverlässig und transparent handeln, insbesondere wenn es darum geht, Vertrauen bei den Spielern aufzubauen.

Mit freundlichen Grüßen,

Blerko

Dear Blerko,

Thank you for reaching out and sharing your concerns. We understand that this is a very personal and challenging matter, and we want to address it with the respect it deserves.

Our goal has always been to provide a safe and responsible gaming environment for all players. For this reason, we adhere to specific protocols outlined in our Terms and Conditions, which guide our actions, including those related to self-exclusion and account management. These protocols are in place to ensure clarity and consistency, allowing us to support players effectively.

Refund Eligibility:

   We will not be able to refund the full amount requested. As per our policies, only deposits made after reactivation (totalling $131.16) are eligible for refund, which has been processed.

   Unfortunately, prior deposits cannot be refunded, as they were made during periods when your account was open by your choice.

If you have any questions, please do not hesitate to contact us on support@sirwin.com

Have a great day

SirWin Team

Dear Sirwin ladies and gentlemen!

I would like to point out again that I do not agree with the decision so far. On August 20th, I asked via live chat to close my account due to my gambling addiction. However, your colleague told me that closing the account was apparently not possible. I can provide you with a transcript of this conversation if required.

I have repeatedly asked for my account to be closed and I find it extremely questionable that this option was denied despite my gambling addiction. It seems as though there is a system in place that deliberately exploits people in my situation.

Your casino has a good reputation in many aspects, but I find it very disappointing that no distinction is made when a customer like me is clearly suffering from a gambling addiction and is actively seeking help. Instead, this weakness has been exploited, which I find irresponsible.

I ask you to reconsider my request and take the necessary steps.

Best regards

Blerko

Sehr geehrte Damen und Herren von Sirwin !

ich möchte erneut darauf hinweisen, dass ich mit der bisherigen Entscheidung nicht einverstanden bin. Bereits am 20.08. habe ich über den Live-Chat darum gebeten, mein Konto aufgrund meiner Spielsucht zu schließen. Ihr Kollege hat mir jedoch mitgeteilt, dass eine Kontoschließung angeblich nicht möglich sei. Eine Transkription dieses Gesprächs kann ich Ihnen bei Bedarf zur Verfügung stellen.

Ich habe wiederholt inständig darum gebeten, mein Konto zu schließen, und ich empfinde es als äußerst fragwürdig, dass diese Möglichkeit trotz meiner Spielsucht verweigert wurde. Es drängt sich der Eindruck auf, dass hier ein System existiert, das Menschen in meiner Situation bewusst ausnutzt.

Ihr Casino hat in vielen Aspekten einen guten Ruf, aber ich finde es sehr enttäuschend, dass kein Unterschied gemacht wird, wenn ein Kunde wie ich offensichtlich unter einer Spielsucht leidet und aktiv Hilfe sucht. Stattdessen wurde diese Schwäche ausgenutzt, was ich als unverantwortlich empfinde.

Ich bitte Sie, mein Anliegen noch einmal zu überdenken und die notwendigen Schritte einzuleiten.

Mit freundlichen Grüßen

Blerko

Dear Blerko,

Could you kindly provide evidence of the total deposits made to Sirwin Casino starting from August 20, 2024? This could be a bank statement from the account used for depositing.

Please share the documentation via email at jakub.m@casino.guru.

Thank you for your cooperation.

Dear Casino Guru Team and Blerko,

Thank you for your patience as we’ve thoroughly reviewed the details of this case, including the player’s activity, live chat transcript, and account history. We would like to address the player’s concerns in a transparent and factual manner.

  Account Closure Request on August 20th:

  Based on our records, the player requested account closure through live chat but did not complete the formal self-exclusion process outlined in our Terms and Conditions. To protect player accounts and comply with legal and regulatory requirements, our policy requires a written self-exclusion request via email, accompanied by ID verification. This ensures the process is accurate and secure. Unfortunately, this step was not completed.

  Account Reactivation:

  After the initial freezing of the account, the player requested reactivation multiple times. Our team reactivated the account following standard protocols due to the absence of a formal self-exclusion request or other restrictions in place. These actions were consistent with our policies and industry standards.

  Deposits and Gaming Activity:

  As shown in the player’s account history, deposits and gaming activity continued after reactivation. While we sympathize with the player’s situation, these actions were initiated by the player themselves, and the activity occurred within an open and active account. We had no indication of a formal exclusion request during this time.

  Responsible Gambling Commitment:

  We take responsible gambling seriously and offer clear tools and policies to help players manage their behaviour, including self-exclusion. While we regret the player’s distress, we must act within the framework of our established policies to ensure fairness and compliance for all users.

Resolution:

We encourage the player to submit a formal self-exclusion request via email at mailto:support@sirwin.com, including the necessary documentation. We are committed to processing this promptly and ensuring no further activity is possible on the account.

We hope this explanation clarifies our position and demonstrates our commitment to responsible operations. If you have further questions or need additional details, we are happy to provide them.

Best regards,

Sirwin Casino Support Team

Subject: Response to your letter

Dear Sirwin Casino Team and Casino Guru Team,

Thank you for your detailed answer. I would like to address the points you have raised and clarify some of the ambiguities:

1. Request for account closure:

On August 20th, I clearly requested an account closure via live chat. To my regret, I was informed during this conversation that live chat does not have the authority to perform this process. Instead, I was advised to simply leave the account dormant for 30 days, as it would then close automatically. I can provide you with a transcript of this live chat. Unfortunately, at no point was it explained to me that a written request via email and ID verification were required. Had I known about these requirements, I would of course have implemented them immediately. The question is why this process was not communicated more clearly, especially considering my gambling addiction.

2. Account reactivation:

It is true that I asked for reactivation after the ban. However, this request was made at a time when my gambling addiction had taken control of me. It would have been helpful in such a situation if your team had reacted more sensitively and informed me of the possibility of self-exclusion instead. I am very surprised that the reactivation was carried out without consultation and examination of the circumstances.

3. Deposits and gaming activity:

My activities after reactivation resulted from my gambling addiction, which I was not able to fully control at the time. It would have been appropriate to critically examine my repeated requests for reactivation and to take measures in the spirit of responsible gaming.

4. Self-exclusion and termination:

I am surprised that you are asking me to request self-exclusion again, even though I have already done so as requested. Unfortunately, even after my formal request, you have again failed to respond. Now I am being asked to take this step again, which is very irritating to me. I expect an explanation from you as to why my original request was not followed by an appropriate response, and at the same time a fair solution for the losses incurred, as my account was still accessible despite my gambling addiction.

I ask for a prompt clarification and your understanding of the difficult situation I found myself in. A fair solution would help me to bring closure to this situation.

Best regards

Blerko

Betreff: Stellungnahme zu Ihrem Schreiben

Liebes Sirwin Casino Team und Casino Guru Team,

vielen Dank für Ihre ausführliche Antwort. Ich möchte gerne auf die von Ihnen angesprochenen Punkte eingehen und einige Unklarheiten klären:

1. Antrag auf Kontoschließung:

Am 20. August habe ich eindeutig im Live-Chat eine Kontoschließung beantragt. Zu meinem Bedauern wurde mir in diesem Gespräch mitgeteilt, dass der Live-Chat nicht befugt ist, diesen Vorgang durchzuführen. Stattdessen wurde mir geraten, das Konto einfach 30 Tage ruhen zu lassen, da es sich dann automatisch schließen würde. Ein Protokoll dieses Live-Chats kann ich Ihnen gerne zur Verfügung stellen. Leider wurde mir zu keinem Zeitpunkt erklärt, dass ein schriftlicher Antrag per E-Mail und eine ID-Verifizierung erforderlich sind. Hätte ich von diesen Vorgaben gewusst, hätte ich sie selbstverständlich umgehend umgesetzt. Es stellt sich die Frage, warum dieser Prozess nicht deutlicher kommuniziert wurde, insbesondere in Anbetracht meiner Spielsucht.

2. Kontoreaktivierung:

Es stimmt, dass ich nach der Sperrung um eine Reaktivierung gebeten habe. Diese Bitte erfolgte jedoch in einer Phase, in der meine Spielsucht die Kontrolle über mich hatte. Es wäre in einer solchen Situation hilfreich gewesen, wenn Ihr Team sensibler reagiert und mich stattdessen auf die Möglichkeit eines Selbstausschlusses hingewiesen hätte. Dass die Reaktivierung ohne Rücksprache und Prüfung der Umstände durchgeführt wurde, überrascht mich sehr.

3. Einzahlungen und Spielaktivität:

Meine Aktivitäten nach der Reaktivierung resultieren aus meiner Spielsucht, die ich zum damaligen Zeitpunkt nicht vollständig kontrollieren konnte. Es wäre angemessen gewesen, meine wiederholten Aufforderungen zur Reaktivierung kritisch zu hinterfragen und Maßnahmen im Sinne des verantwortungsvollen Spielens zu ergreifen.

4. Selbstausschluss und Auflösung:

Ich bin überrascht, dass Sie mich erneut dazu auffordern, einen Selbstausschluss zu beantragen, obwohl ich dies bereits wie gewünscht durchgeführt habe. Leider blieb auch nach meinem formellen Antrag erneut eine Reaktion Ihrerseits aus. Nun werde ich erneut gebeten, diesen Schritt zu unternehmen, was mich sehr irritiert. Ich erwarte von Ihnen eine Erklärung, warum auf meinen ursprünglichen Antrag keine angemessene Reaktion folgte, und gleichzeitig eine faire Lösung der entstandenen Verluste, da mein Konto trotz meiner Spielsucht weiterhin zugänglich war.

Ich bitte um eine zeitnahe Klärung und Ihr Verständnis für die schwierige Lage, in der ich mich befunden habe. Eine faire Lösung würde mir helfen, diese Situation abzuschließen.

Mit freundlichen Grüßen

Blerko

Dear Sirwin Casino,

I responded to your message via the external channel last week, but I noticed that it remains unread. I kindly ask you to review and respond at your earliest convenience.

Thank you for your attention to this matter.

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 Blerko

Thank you for reaching out to us regarding your recent gaming activities. At SirWin Casino, we take player concerns seriously and remain committed to promoting a safe and responsible gambling environment.

After carefully reviewing your account activity, we have decided, as a one-time gesture of goodwill, to refund all deposits made after the date of the 27th. Please note that this is a strictly exceptional decision and is not a standard practice under our terms and conditions.

We are taking this step as part of our commitment to responsible gambling and to ensure that players experiencing difficulties can take the necessary steps to regain control. We encourage you to reflect on your gambling habits and utilize the responsible gaming tools available, such as deposit limits, temporary suspensions, and self-exclusion options.

Once the refunded amount has been credited to your account, we kindly ask you to initiate a withdrawal request at your earliest convenience. Please note that this refund is final, and no further refunds or compensation will be provided.

Your account will now be subject to review to ensure compliance with our responsible gaming policies, and it may be restricted as a precautionary measure.

Should you feel that gambling has become problematic, we highly recommend reaching out to professional support organizations such as GamCare (www.gamcare.org.uk) or BeGambleAware (www.begambleaware.org) for assistance.

With this refund processed, we consider this matter fully resolved. We trust you will understand and respect this decision, as no further communication on this topic will be entertained.

Thank you for your understanding, and we kindly urge you to proceed with the withdrawal once the funds are available in your account.

GamCare - The leading provider of support for anyone affected by problem gambling in Great Britain

https://www.gamcare.org.uk

GambleAware®: Gambling Help & Gambling Addiction

https://www.begambleaware.org

Dear Sirwin Casino members,

Dear Kubo from Casino Guru,

I would like to sincerely thank you for your support and the solution you offered me in my difficult situation. I really appreciate your work and am grateful for the smooth process that I have always experienced at your casino.

Of course, I take my gambling behavior seriously and will rethink it. I would like to tell you that I will begin therapy on January 6th. The approval, the confirmation and the appointment at the hospital have already been set. I am taking this step to completely break away from my previous behavior and to regain control - for myself and above all for my two children.

As I have mentioned in my previous messages, I think your casino is a great platform for those who have their gambling habits well under control. The fact that I had problems with the ban was unfortunate and perhaps a little confusing, but these things can happen. I am all the more pleased that a solution has now been found that helps me a lot in my situation.

Thank you again for your work and understanding.

Sehr geehrte Damen und Herren des Sirwin Casinos,

sehr geehrter Kubo vom Casino Guru,

ich bedanke mich aufrichtig für Ihre Unterstützung und die Lösung, die Sie mir in meiner schwierigen Lage angeboten haben. Ihre Arbeit schätze ich sehr und bin dankbar für den reibungslosen Ablauf, den ich bisher immer bei Ihrem Casino erlebt habe.

Selbstverständlich nehme ich mein Spielverhalten ernst und werde es überdenken. Ich möchte Ihnen mitteilen, dass ich ab dem 6. Januar eine Therapie beginnen werde. Die Bewilligung, die Zusage sowie der Termin im Krankenhaus stehen bereits fest. Ich gehe diesen Schritt, um mich vollständig von meinem bisherigen Verhalten zu lösen und die Kontrolle zurückzugewinnen – für mich selbst und vor allem für meine beiden Kinder.

Wie ich in meinen bisherigen Mitteilungen bereits erwähnt habe, halte ich Ihr Casino für eine großartige Plattform für diejenigen, die ihr Spielverhalten gut im Griff haben. Dass es in meinem Fall zu Problemen mit der Sperre kam, war unglücklich und vielleicht etwas verworren, aber solche Dinge können passieren. Umso mehr freut es mich, dass nun eine Lösung gefunden wurde, die mir in meiner Situation sehr hilft.

Nochmals herzlichen Dank für Ihre Arbeit und Ihr Verständnis.

Hello Everyone,

Firstly, I want to apologize for the delay in my response as I was on vacation. Secondly, I am delighted to share my happiness regarding the resolution of this case.

Dear Sirwin Casino,

I sincerely appreciate your thoughtful gesture, your dedication to being a pro-player and fair platform, and your commitment to responsible gambling principles. At Casino Guru, we strive to establish strong and unified responsible gambling standards to ensure vulnerable individuals receive adequate protection. It is truly gratifying to see that our efforts are supported and meaningful.

Dear Blerko,

I’m thrilled that we could assist you in resolving your issue. I’m also heartened to hear that you recognize your challenges and are taking the first steps toward improving your life. I fully support your decision to begin therapy in January - it’s a commendable and empowering choice. I have no doubt that you’ll regain control and achieve a healthier balance in your life.

Could you please confirm that you have received the refund and successfully withdrawn the full amount?

Thank you.

"Hello dear Kubo,

Thank you for your message. Yes, I was able to have the amount paid out.

I did not question the amount as I found it to be a very generous gesture from Sirwin Casino.

I would like to emphasize again that Sirwin is a good platform. However, I would like to see an effective self-exclusion implemented for at-risk players. In addition, it would be sensible to introduce a time ban of at least one week if you wish to reopen your account.

Best regards,

"Hallo lieber Kubo,

vielen Dank für deine Nachricht. Ja, ich konnte den Betrag auszahlen lassen.

Ich habe die Höhe des Betrags nicht hinterfragt, da ich dies als eine sehr großzügige Geste von Sirwin Casino empfunden habe.

Ich möchte nochmals betonen, dass Sirwin eine gute Plattform ist. Dennoch würde ich mir wünschen, dass ein effektiver Selbstausschluss für gefährdete Spieler implementiert wird. Zusätzlich wäre es sinnvoll, beim Wunsch einer Wiedereröffnung des Kontos eine zeitliche Sperre von mindestens einer Woche einzuführen.

Viele Grüße,

Dear Blerko,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

Additionally, as part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino Guru website as well.

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo