The player from Italy faced issues withdrawing funds after winning a large sum, as Sisal suspended his account and requested repeated verification, including a video selfie. Despite following the procedures, he redid the verification around 20 times over the past 5 months, receiving no meaningful responses. The Complaints Team attempted to engage the casino for clarification, but after repeated unsuccessful attempts to contact them, the complaint was marked as unresolved. The player was advised to contact the Agenzia delle Dogane e dei Monopoli for further assistance.
Sisal Casino - Player’s account is delayed for verification.
Unresolved
Our verdict
No reaction policy
Black points: 465
Amount: €6,331
Sisal Casino
Safety Index:Very highCase summary
Discussion
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11 months ago
Translation
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?
Automatic translation:
Public
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11 months ago
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 [email protected] - please only the most important ones not all of them.
Looking forward to your answer.
Regards,
Nick
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11 months ago
Translation
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
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Public
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11 months ago
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
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11 months ago
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.
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11 months ago
Translation
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.
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11 months ago
Translation
so on and so forth, I see that I am not the only one in the exact situation from you in the complaints
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11 months ago
Thank you Alep00 for all the information provided. I will now forward your complaint to my colleague Mirka ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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11 months ago
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
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11 months 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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10 months 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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10 months 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 [email protected]. 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 ([email protected]). I am sorry I could not be of more help on this occasion.
Best regards,
Mirka
