The player from Germany's account had been under review for almost two months, preventing him from playing games or withdrawing winnings. Despite being fully KYC verified, the review process was still pending. We attempted to contact the casino multiple times but received no response. Due to the casino's lack of cooperation, the complaint was marked as 'unresolved,' which could negatively affect the casino's rating.
Simsinos Casino - Player’s account review has delayed.
Black points: 1275
Amount: €25,500
Simsinos Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
2 months ago
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3 months ago
Translation
Hello,
A few months ago, I won at the casino and since then, my account has been under review. I can't play any games, and I can't withdraw my winnings.
I can only log in and do nothing else with my account.
According to support, my account needs to be reviewed. I understand that, but the review process has now been going on for almost 2 months.
I was fully KYC verified.
Automatic translation:
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3 months ago
Hello Wochik,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Simsino 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 speak to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 months ago
Dear Wochik,
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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2 months ago
Translation
Hello,
I'm sorry. Unfortunately I didn't see that my case was processed. I'm completely verified. I submitted my ID card and proof of address as well as proof of payment and that was approved. I don't know what else they have to check. In any case, since May 8th, 2024, I can
Can't do anything with the account. Withdrawals aren't processed. Can't play any games.
I am sending a screenshot of my last contact with support.
Automatic translation:
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2 months ago
Thank you Wochik for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
Hello Wochik,
I'm Michal, and I've taken charge of your complaint. After reviewing your case, I must mention that due to the recent lack of cooperation from the casino in resolving complaints on our forum, the prospects of a favorable resolution to your complaint seem uncertain. Anyway, I will still try to contact the casino to see if we can help.
We would like to invite Simsino Casino to join the conversation.
Dear Simsino Casino,
We kindly request details regarding the reasons behind the delay in reviewing the player's account. Could you also inform us about the estimated completion time for the review process so that the player can resume using their account without any issues?
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2 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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2 months ago
Dear Wochik,
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 now 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. If you have not done that already, I recommend you submit a complaint to EARD here EADR Form - EADR - Reliable and fair out-of-court settlements and submit a complaint to the Kahnawake Gaming Commission here Dispute Resolution - Kahnawà:ke Gaming Commission or directly to their email at complaints@gamingcommission.ca The casino is required to cooperate with them. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
