Former Xwin staff reveal alleged deception in gambling payment process
Customer service agents were allegedly told to reassure users that payments were being processed, even without confirmation that funds had been released.
Eswatini.- Local employees of the alleged illegal online gambling operator Xwin (Pty) Ltd have revealed how the network allegedly deceived customers through coordinated instructions given to staff, as investigations into its operations continue.
Court affidavits filed as part of an application by the director of public prosecutions describe how workers allegedly operated scripted customer support systems linked to online gambling platforms, including 8Game, HU777 and EZ777.
According to former workers, they were instructed to provide misleading information to customers about delayed withdrawals and deposits. Ex-staff member Zimbili Mweli said customer service agents were allegedly told to reassure users that payments were being processed, even without confirmation that funds had been released.
She told investigators that employees used fixed responses to manage complaints and had no authority over financial decisions, which she said were controlled by external groups operating outside Eswatini.
Another employee, Seluleko Masuku, who worked in a department responsible for deposits and withdrawals, stated that customers often deposited significant amounts but either received minimal payouts or no refunds. He said repeated complaints from users raised concerns among staff about the legitimacy of the operation.
The investigation widened after police searched Xwin-linked offices in Mbabane in March 2026. Authorities reported finding foreign nationals working alongside local employees, with some allegedly not appearing on official payroll systems.
According to investigators, a number of vehicles and bank accounts linked to the company are now being investigated as suspected proceeds of unlawful gambling activity. They are also seeking preservation orders over bank accounts, vehicles, cash and other assets believed to be connected to the operation.
