Sisal Casino - Pelaajan kotiuttaminen viivästyy toistuvan tilin jäädytyksen vuoksi.

I registered on Sisal two months ago, uploaded my ID, and played regularly for two weeks, even making a withdrawal which they paid out. Then I won, and they suspended my account. I had to follow an identity verification link they sent via email, where I had to make a video selfie and re-upload my ID again. They unlocked my account, I withdrew, and then they suspended me again. For two weeks now, they've been asking me the same question about the IBAN withdrawal with the same generic message. I always reply, but they just thank me for the response and then ask the same question via email repeatedly.

mi sono registrato su sisal due mesi fa, ho caricato il documento di identita e giocato regolarmente per due settimane anche facendo un prelievo che mi hanno pagato , poi ho vinto e mi hanno sospeso ho dovuto seguire un link di verifica del identita ce mi hanno inviato via email dove dovevo fare un video selfie e ricaricare la carta di identita un altra volta, mi hanno sbloccato ho prelevato e mi hanno risospeso ora mi chiedono da due settimane sempre ccol solito messaggio informazioni riguardo al prelievo via iban che avevo fatto io rispondo sempre ma loro mi ringraziano per la risposta e poi mi rifanno la stessa domanda via email sempre

Dear riccardobetter,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share your communication with the casino regarding the account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Dominika

here is their communication

I've actually already answered the first two questions

ecco la loro comunicazione

alle prime due domande in realtà ho gia risposto

Dear riccardobetter, do you have any updates regarding the reactivation of your casino account?

Dear riccardobetter,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.