Sisal Casino

Case summary

The player from Italy reported that her Sisal gaming account had been suspended following a withdrawal request, citing security reasons. She had provided all requested verification information but had not received updates on the status of her account, which she estimated contained around €850 in winnings. She requested the reactivation of her account or the ability to withdraw her funds. We informed her that the account suspension likely resulted from the casino detecting activity during sports betting that prompted their decision. Due to limited insight into the casino's internal investigation, we were unable to evaluate or resolve the complaint and therefore closed the case.

Discussion

Public

Vanessa280903

Bronze

Italy

Public

2 months ago

Original

Translation

I would like to report a problem with my Sisal gaming account, which has been suspended without a clear resolution or adequate communication.

Following my withdrawal request, my account was blocked "as a precaution for security reasons." Subsequently, I was contacted by support and asked to provide several pieces of information to verify my identity and account activity. Specifically, I was asked to confirm my latest transactions, including deposits, recent bets, and any changes made to my account (such as changing my email address, phone number, or password).

I have provided all requested information in a timely manner, completely and accurately, confirming deposits, describing recent bets placed, and declaring any changes made to my details.

Despite my full cooperation, the account remains blocked, and to date, I have not received any further updates from Sisal on the status of the verification or the resolution timeline.

Furthermore, I currently don't have access to my gaming account, so I can't accurately verify my available balance. The block occurred while I had some bets still open, which have since turned out to be winnings. I estimate my total balance is around €850, but I have no way to verify it or access the funds.

The situation is particularly problematic because:

I have provided all the information requested for verification

no reason was given for the continuation of the blockade

I don't have access to my funds

communications from the operator have stopped

I therefore ask for your support to resolve the situation, obtaining:

the immediate reactivation of the gaming account, or

the ability to withdraw the entire available balance

I reiterate my complete willingness to provide any further information or documentation necessary to verify my identity.

Thank you in advance for your support.

Desidero segnalare un problema relativo al mio conto gioco presso Sisal, che è stato sospeso senza una chiara risoluzione né comunicazioni adeguate.

In seguito a una mia richiesta di prelievo, il conto è stato bloccato "a scopo precauzionale per motivi di sicurezza". Successivamente, sono stato contattato dal supporto e mi è stato richiesto di fornire diverse informazioni per verificare la mia identità e l’attività sul conto. In particolare, mi è stato chiesto di confermare le ultime movimentazioni, inclusi i depositi effettuati, le scommesse recenti e le eventuali modifiche apportate all’account (come cambio email, numero di telefono e password).

Ho fornito tempestivamente tutte le informazioni richieste in modo completo e accurato, confermando i depositi, descrivendo le ultime scommesse effettuate e dichiarando le modifiche apportate ai miei dati.

Nonostante la mia piena collaborazione, il conto risulta ancora bloccato e, ad oggi, non ho ricevuto ulteriori aggiornamenti da parte di Sisal sullo stato della verifica o sulle tempistiche di risoluzione.

Inoltre, al momento non ho accesso al mio conto gioco e quindi non posso verificare con precisione il saldo disponibile. Il blocco è avvenuto mentre avevo delle scommesse ancora in corso, che nel frattempo risultano essere vincenti. Presumo che il saldo complessivo sia intorno ai 850€, ma non ho modo di verificarlo né di accedere ai fondi.

La situazione è particolarmente problematica in quanto:

ho fornito tutte le informazioni richieste per la verifica

non è stata fornita alcuna motivazione per il protrarsi del blocco

non ho accesso ai miei fondi

le comunicazioni da parte dell’operatore si sono interrotte

Chiedo pertanto il vostro supporto per risolvere la situazione, ottenendo:

la riattivazione immediata del conto gioco, oppure

la possibilità di prelevare l’intero saldo disponibile

Ribadisco la mia completa disponibilità a fornire qualsiasi ulteriore informazione o documentazione necessaria per la verifica della mia identità.

Ringrazio anticipatamente per il supporto.

Automatic translation:

Public

Kristina

Complaint Resolution Center Team Lead

Public

2 months ago

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Public

Kristina

Complaint Resolution Center Team Lead

Public

2 months ago

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
When exactly did you create your casino account, and when was it closed?
Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Public

Vanessa280903

Bronze

Italy

Public

2 months ago

Original

Translation

Good morning.

I only played sports betting.
I created my gaming account around the end of January (I think January 27). My gaming account isn't closed right now, it's suspended, which is different.
No, my winnings were made only with real balance.

Automatic translation:

Public

Kristina

Complaint Resolution Center Team Lead

Public

2 months ago

Thank you for your reply, Vanessa280903. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.

Sisal Casino - Player’s account is closed without resolution.

Other

Amount: €850

Case summary