Sisal Casino - Player’s account has been suspended without explanation.

Hello, I would like to point out that I am a very respectable customer of this site given the large payments.

However, I continue to have major inconveniences from time to time and this is the reason why I decided to write. Yesterday I activated a new REVOLUT card on this casino by depositing money. No problem (but obviously, as long as you deposit, you can also be a mafioso or a criminal but they don't care). I won a respectable sum of 1625 euros and I made the withdrawal using this REGISTERED card and on which I clearly have the availability to be able to withdraw. After a few hours I try to return to the site (since withdrawals are often STATUS) and I realize that the account has been SUSPENDED for checks. NOT EVEN a warning. I find the SISAL number and ask for explanations and they tell me to reply to an email by inserting a document and live facial recognition. In the meantime they reverse (they say) the withdrawal and credit it back to the account (but since I can't access it I can't know). Well after 15 hours after having requested 2 times via email and with the "customer care" NOTHING has happened. I will start by saying that I have been a customer for a long time and NO ONE has ever complained about my deposits. I NEED HELP and I would like people to know what they are getting into by playing on this platform. I will start by saying that I have a gaming account on EUROBET (very serious) and on LOTTOMATICA. I do EXACTLY the same operations that I do on Sisal but NO ONE has ever bothered to treat me this way.

Hello Davesaint,

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 is your account fully verified?
• Did you forward the documents to verify your new payment method?
• When was the last time you spoke to the casino and what was it about?

Please note that each new payment method has to be verified and it can take up to 14 days to process it.

Looking forward to your answer.

Regards,

Nick

Hi, they finally unlocked my account but it was really frustrating. Thanks for your attention.

I resolved the situation after several phone calls.

Dear Davesaint, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru