Simsinos Casino - Pelaajan kotiutus on viivästynyt.

Hello, I tried to withdraw money for the first time around September 1st. I received several emails to verify my new account and uploaded all the documents immediately.

I was asked four times to send the SAME document (current bank statement of my new account).

I was informed in the live chat that this document is missing and that I should upload it again. However, it's not possible to upload a document again using the last email address, as this is only possible once.

I cancelled the withdrawal on August 9th and had the money paid out to my old, fully verified bank account. These withdrawals also supposedly cannot be processed.

Although I was otherwise always able to withdraw smaller amounts to this account without any problems.

I have the feeling that the payouts are being deliberately delayed, as the same documents are repeatedly requested. I even had to go to the bank to get official proof of my account AND my home address, and yet my account still hasn't been verified for about two weeks.

It is not possible to provide help via live chat, and the chat is usually ended immediately.

Hallo, ich habe bereits circa am 01.09 versucht das erste Mal Geld auszuzahlen. Ich habe einige E-Mails zur Verifizierung meines neuen Kontos bekommen und jedes Dokumente sofort hochgeladen.

Ich würde an die viermal aufgefordert das SELBE Dokument zu senden (aktuellen Kontoauszug meines neuen Kontos).

Nun habe ich im Live Chat erfahren, dass dieses Dokument fehlt und ich es nochmal hochladen soll. Jedoch ist es nicht möglich über die letzte E-Mail NOCHMAL ein Dokument hochzuladen, da es nur einmalig möglich ist.

Ich habe nun am 09.08 die auszahlen storniert und auf mein altes, vollständig verifiziertes Bankkonto auszahlen lassen. Auch diese Auszahlungen können angeblich nicht bearbeitet werden.

Obwohl ich ansonsten kleinere Beträge immer problemlos auf dieses Konto auszahlen lassen konnte.

Ich habe das Gefühl, dass die Auszahlungen bewusst rausgezögert werden. Da mehrmals immer wieder die selben Dokumente verlangt werden. Sogar zur Bank musste ich gehen um einen offiziellen Beleg über mein Konto UND meine Wohnadresse zu bekommen und trotzdem wird seit circa 2 Wochen mein Konto nicht verifiziert.

Im Live Chat kann nicht geholfen werden und der Chat wird meistens sofort beendet.

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Dear Eskimee,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we have received many complaints about delayed withdrawals from this specific gambling establishment. Despite the many cases submitted, the casino decided to take a no-response policy toward all our attempts to negotiate any issues.

I can only imagine how frustrating it must be to wait for your money without any feedback on when you’ll receive it, and I genuinely hope that your winnings will be sent to you eventually.

• Could you please forward a screenshot of your withdrawal request to tomas@casino.guru?

Thank you in advance for your cooperation and reply.

Best regards,

Tomas

Good day,

I have now received a request to send in a bank statement including my home address.

Although the casino itself repeatedly emphasizes and communicates that for EU citizens a bank statement showing name, IBAN and BIC is sufficient. (See photo)

I would now have to request an additional document from the bank, and this takes approximately 7 working days and also costs something.

Guten Tag,

Ich habe jetzt die Aufforderung bekommen, dass ich einen Kontoauszug MIT Wohnadresse einsenden soll.

Obwohl von Casino selbst immer wieder betont und kommuniziert wird, dass bei EU Bürger ein Kontoauszug mit Namen, Iban und BIC ausreicht. (Siehe Foto)

Ich müsste nun ein Dokument extra bei der Bank anfordern und dies dauert ca. 7 Werktage und kostet auch etwas.

I just hope I don't have to request and pay for this document for nothing.

Ich hoffe nur, dass ich dieses Dokument nicht umsonst anfordern und Zahlen muss.

Thanks for the explanation.

Did the casino approve your documents since your last reply?

Were your winnings paid out?

Looking forward to your reply.

Hello, I am now waiting for a new verification link.

Since I had to request the document from the bank specifically, it has expired.

Hallo, ich warte nun auf einen neuen Link zur Verifizierung.

Da ich das Dokument extra bei der Bank anfordern musste, ist dieser abgelaufen.

Hello Eskimee,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I had to upload the required document MULTIPLE TIMES. After that, part of my payments were processed and disbursed. The other half of my payments still haven't been disbursed, and yesterday I was asked AGAIN to upload the same document. This has been going on for a month now!

Ich musste das geforderte Dokument MEHRMALS hochladen. Danach wurde ein Teil meiner Auszahlungen bearbeitet und ausbezahlt. Die andere Hälfte meiner Auszahlungen wurde noch immer nicht ausbezahlt und ich bin gestern WIEDER aufgefordert worden das selbe Dokument hochzuladen. Seit einem Monat geht dies nun so dahin!

Thanks for the update.

Could you please upload a screenshot of your payout request as it appears in the casino records as evidence?

You may include the screenshot of a payout recently processed as well Send the information to my email at tomas@casino.guru or post screenshots here.

Thanks in advance for your cooperation.

Good day,

Here is part of my payout (unfortunately I have to withdraw in €50 increments, as my bank doesn't allow larger real-time withdrawals)

I have since won another €1300, but I haven't paid it out yet.

I received a payment of €500 about a week ago. Therefore, my account should have been fully verified.

Now I have been asked AGAIN to upload the same document.

Probably for the 20th time already.

It seems I have to re-verify my account after every withdrawal, even though it's the same bank details.

Guten Tag,

Hier ist ein Teil meiner Auszahlung (leider muss ich in 50€ Schritten auszahlen, da mehr per Echtzeit bei meiner Bank nicht möglich ist)

Mittlerweile habe ich nochmal ca. 1300€ dazu gewonnen jedoch noch nicht ausbezahlt.

Es wurde mir vor circa 1 Woche 500€ ausbezahlt. Somit müsste mein Konto vollständig verifiziert gewesen sein.

Nun wurde ich WIEDER aufgefordert das selbe Dokument hochzuladen.

Bestimmt schon zum 20ten Mal.

Scheinbar muss ich nach jeder Auszahlung mein Konto wieder verifizieren obwohl es die selben Bankdaten sind.

I have now uploaded the required document again (a bank confirmation with IBAN, residential address, date) and now I receive the feedback that it must be an "official bank document".

The document was accepted a few days ago, but now it has not.

I specifically requested the document from my bank. It took over a week to receive it and even cost me something.

And now it's suddenly no longer accepted!? But it was accepted about a week ago?

I'm at my wit's end with this casino...

Ich habe nun nochmals das geforderte Dokument hochgeladen (Eine Bankbestätigung mit Iban, Wohnadresse, Datum) nun bekomme ich die Rückmeldung es muss ein "offizielles Bank Dokument" sein.

Vor einigen Tagen wurde das Dokument akzeptiert und nun nicht.

Ich habe das Dokument extra bei meiner Bank beantragt. Es hat über eine Woche gedauert es zu erhalten und hat sogar etwas gekostet.

Und nun wird es plötzlich nicht mehr akzeptiert!? Vor circa einer Woche aber schon?

Ich verzweifle mit diesem Casino...

Dear Player,

Unfortunately, I would like to inform you that since this casino has multiple cases closed under the "No Reaction Policy," we are forced to close your complaint as "unresolved".

This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach. Regrettably, it seems to be a common practice at Simsinos Casino to completely ignore us in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have failed as the complaints grew in number.

We strictly recommend staying away from Simsinos Casino, and we also recommend that you don't play further for the best chance to receive your winnings in full. I wish I could be of more help. The casino can reopen this complaint at any time.