The player from Italy faced repeated requests to submit a selfie video for account verification, but his withdrawal remained blocked as the casino did not provide a clear reason for the ongoing issue. Despite multiple submissions of the video, the casino continued to request it without clarification. The Complaints Team was unable to proceed with the investigation due to the player's lack of response to inquiries, resulting in the rejection of the complaint.
Sisal Casino - Player is experiencing withdrawal delays.
Closed
Our verdict
Player stopped responding
Amount: €400
Sisal Casino
Safety Index:HighCase summary
Discussion
Public
Public
8 months ago
Translation
they keep asking me to take a selfie video via a link they send me via email I keep doing it and they keep not unblocking me they don't tell me why but simply ask me to repeat the procedure over and over again
Automatic translation:
Public
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8 months ago
Dear vincenzainsta,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
When was the last time the casino asked you to upload a selfie video and when exactly did you upload it?
Which identity documents did you send to the casino for verification? Have your documents been checked by the relevant department and successfully verified?
What types of games did you play? Were they slots, live casino games, or sports betting?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
8 months ago
Translation
I made an infinite number of selfie videos, the last one yesterday, but it's useless, it's clearly an excuse, think that once I wrote to them before doing it again and they replied that it wasn't good again but I still hadn't sent it again, they do this and they are a scam to avoid paying and you review them 7.9 stars? I see that I'm not the only one in this state, ask them why all the selfie videos sent are not enough please thanks
Automatic translation:
Public
Public
8 months ago
Please forward me all communication between you and the casino regarding your verification to [email protected].
Could you also confirm if the selfie video is the only document that has not been approved during the KYC process? Have all your other documents been successfully verified?
Looking forward to your response.
