Simsino Casino - Player’s withdrawal delayed and account blocked with no explanation.

Hello,

my account is verified after I’ve sent the documents of my identity and proof of address. I made several deposits by cashlib card, and requested a withdrawal of €350,00.

after the confirmation by email that my documents are verified I can’t login anymore. When I want to login it says my account is blocked.

I didn’t receive the withdrawal, and the money is not on my crypto wallet where I asked them to send the money to. What can I do to receive my money, and why is my account blocked without an explanation by email or phone?

Dear Boyke123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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,

Petronela

My account was openend more than a year ago, but the confirmation of my documents verifying was completed last week. I deposited and didn’t choose for any kind of bonuses now and in the past. I play online slots in this casino.

kind regards,

Johannes

Thank you very much, Boyke123, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Boyke123,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Simsino Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Thanks for all the help last days, the casino sent me an email with regrets because of the long delay. The withdrawal is processed successfully this morning.

Dear Boyke123,

I'm glad to hear that! Can we now consider the case resolved?

Kind regards,

Tomas

Dear Boyke123,

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.

Dear all,

Based on the last update from the casino we believe that the issue has been successfully resolved, we will now close this complaint as ‘Resolved’ in our system.

Thank you, Boyke123, for using the Casino Guru complaint resolution centre. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Tomas