The player from Italy faced difficulties withdrawing money due to his account being suspended, which required multiple attempts to submit a selfie video for verification. Despite assistance from a clerk in the gaming room, his attempts were rejected, and his account remained blocked. The Complaints Team attempted to mediate with the casino but was unsuccessful in obtaining a response. Consequently, the complaint was marked as "unresolved," and the player was advised to contact the Agenzia delle Dogane e dei Monopoli to report the issue.
Sisal Casino - Player’s account has been suspended.
Unresolved
Our verdict
No reaction policy
Black points: 139
Amount: €550
Sisal Casino
Safety Index:Very highCase summary
Discussion
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1 year ago
Translation
Hi, I registered in the physical room a few months ago and from there I withdrew and deposited cash several times at the store. Two weeks ago they suspended my account and asked me to make a damned selfie video that I have done 30 times but every time they always answer the same thing, that it is not good and to do it again. I even did it in their gaming room with the help of a clerk there, but they do not want to unblock me to pay me.
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1 year ago
Dear slotpro434,
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.
Could you please confirm that you are registered in the online casino, not only in the physical room?
Has the casino explained why your videos are not sufficient for the verification of your account?
Could you kindly forward me the most recent video that you sent to the casino for verification? My email address is veronika.f@casino.guru.
What types of games did you play?
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
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1 year ago
Translationyes yes I am in the online casino and I often go to the room but only to load and unload the account, I played at the casino, the videos are not good I don't know why, they don't tell me
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1 year ago
TranslationI can't send you the video by email because the videos I make have to be run from their link and I don't have them but they do
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1 year ago
Please forward me the messages you receive from the casino after your video is rejected at veronika.f@casino.guru or post screenshots here.
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1 year ago
Translationthey always answer the same way
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1 year ago
Translationthe owner of the sisal room that I know advised me to contact adm because he says that by doing the selfie video they usually unblock immediately but I did it 40 times and many times near him who told me it was perfect, so he says they don't want to pay me for that I'm still blocked and they continue to ask me to re-do this damn selfie video, I was starting to have my doubts but to report to adm I have to wait 6 months of suspension he told me, can you help me and can you write to them??
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1 year ago
Thank you very much, slotpro434, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Sisal Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.
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1 year ago
Dear slotpro434,
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
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1 year ago
TranslationI must have received this email about ten times after every selfie video uploaded, they say it's not good but they don't say why in practice, the situation is very clear by now.
How do they have such a high ranking?
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1 year ago
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.
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1 year ago
TranslationI redid the selfie video 2 days ago and they replied as always that it's not good, yesterday I sent an email asking for my account history and account number to report it to adm they replied that I have to redid the selfie video ignoring the questions
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1 year ago
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
