Sisal Casino - Die Überprüfung des Spielerkontos verzögert sich.

Hello, I registered on Sisal 7 months ago and uploaded my ID card, which they approved. I deposited, played, and even made some withdrawals. Then one day, I won a large sum and attempted a withdrawal. They suspended my account and asked for my ID card again along with a video selfie. I followed the procedure to the letter, and they responded that it wasn't good enough and to redo it. I've redone it about 20 times, but over the last 5 months, they've only replied to redo it again, as if they don't want to pay me. I feel like they're not even looking at what I send. Can you help me?

ciao mi sono registrato su sisal 7 mesi fa e ho caricato la carta di identita che mi hanno approvato , ho depositato e giocato e fatto anche alcuni prelievi, poi un giorno ho vinto una grossa somma mando un primo prelievo e mi sospendono il conto e mi chiedono dinuovo la carta di identità piu un video selfie , seguo il procedimento alla lettera e mi rispondono che non va bene e di rifarlo, l'ho rifatto una 20ina di volte ma negli ultimi 5 mesi mi hanno solo risposto di rifarlo come se non volessero pagarmi e per me neanche guardano cio che gli invio , voi potete aiutarmi?

Hello Alep00,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sisal Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru - please only the most important ones not all of them.

Looking forward to your answer.

Regards,

Nick

They've been pretending to do the verification for 5 months and I've been sending selfie videos for 5 months without getting any kind of feedback

I don't know if these communications can be understood as "talking to the casino" they reply that I have to redo the selfie and that's it ad infinitum with a copy and paste message and they don't provide reasons, they don't want to pay me by now it's pretty clear to me

la verifica la fanno finta di fare da 5 mesi e io da 5 mesi mando video selfie senza avere alcun tipo di feedback

Non so se queste comunicazioni possono essere intese come "parlare col casino" loro rispondono che devo rifare il selfie e basta al infinito con un messaggio copia incolla e non forniscono motivazioni, non mi vogliono pagare ormai mi è piutosto chiaro

Hello Alep00,

Could you please forward the communication either way - evidence that they are keep requesting the documents and if possible, please forward the documents as well to review what might be wrong with them.

Looking forward to hearing from you.

Regards,

Nick

Dear Alep00,

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 ALESSANDRO,

To allow us to verify your identity and the accuracy of the data you entered during registration, as required by current legislation, we ask you to send us a copy of your identity document, ensuring that:

corresponds to the identity card or passport or driving licence;

all data is clearly legible;

be complete in all its parts (front and back);

is currently valid.

You can upload your document directly by clicking here (note: in the wizard you will also be asked to take a "selfie" to complete the identity verification).

We remind you that this verification procedure is essential to ensure that the game account is reactivated and not suspended.

Please note that identity verification may take up to 24 hours to complete.

Ciao ALESSANDRO,

per consentirci di verificare la tua identità e la correttezza dei dati che hai inserito in fase di registrazione, così come previsto dalla normativa vigente, ti chiediamo di trasmetterci la copia del tuo documento d'identità assicurandoti che:

corrisponda alla carta d'identità o al passaporto o alla patente;

tutti i dati siano chiaramente leggibili;

sia completo in ogni sua parte (fronte e retro);

risulti in corso di validità.

Puoi effettuare l'upload del tuo documento direttamente cliccando qui (nota: nella procedura guidata ti verrà anche richiesto di effettuare un "selfie" per completare la verifica dell'identità).

Ti ricordiamo che tale procedura di verifica è indispensabile per far sì che il conto di gioco venga riattivato e non resti sospeso.

Ti informiamo che la verifica dell'identità potrebbe richiedere fino ad un massimo di 24 ore per essere completata.

so on and so forth, I see that I am not the only one in the exact situation from you in the complaints

cosi al infinito, vedo che non sono l'unico nel esatta situazione da voi nei reclami

Thank you Alep00 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Alep00,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Sisal Casino representative to join this conversation.

Dear Sisal Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Agenzia delle Dogane e dei Monopoli and submit a complaint to them. Players wishing to make a complaint regarding an operator that they feel has violated ADM regulations must first download the relevant document and complete the complaints and suggestions form. The form should then be submitted to Giochi.reclami.online@aams.it. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka