Sisal Casino ES - Player’s struggling to complete the account verification.

Some rascals. They make you dizzy asking for documents, some admit them, many don't, one day is worth it, the next day it's not worth it. In short, a joke, they laugh at one in his face, and without any solution. Documents accepted in other betting houses, for example admiral, grancasinoonline, these gentlemen are not worth it

Dear raul1966,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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

I have been playing for many years and I have never felt the impotence that I feel now. When everything should facilitate and explain the papers to be sent within the current legislation, there are companies that provide all kinds of information, and others like Sisal to which I have already sent 7 selfies (I am normal, but not so ugly), writings sent in capital letters one week, the next week I sent it wrong because it was in lower case, the next week not in writing on a computer, in handwriting, the next week nothing is worth what you sent. Customer assistance is helping the customer, not putting all the possible hits making days go by without seeing a solution. Sisal doesn't like this selfie? What do I do, take it out doing a handstand? Yesterday a young lady, the poor thing must have had a red face with embarrassment, told me that the only thing missing was a bank paper, I sent it to her after 5 minutes, she gave me the ok to have received the email, and today they sent me another email from sisal demanding an eighth selfie and another paper already sent 10 days ago. It's desperate.

Incredible, they just sent me another email, requesting ...... a ninth selfie and a letter that has the ID at the bottom, and the one I sent you before is ......... yes , down

Thank you very much, raul1966, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello raul1966

I'm Michal and I have taken over this complaint. I have reviewed this case and as my colleague, Petronela stated KYC as well as AML is a very important and essential process.

I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to.

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite Sisal Casino ES to join the conversation.

Dear Sisal Casino ES

Can you please provide some information regarding the delay in the player's verification? Can you please tell us which additional if any documents are still needed to finish the verification process? How long will the security check process take?

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.

Dear raul1966

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 General Directorate for the Regulation of Gambling Gaming Authority (DGOJ) (https://www.ordenacionjuego.es/es/reclamaciones) and submit a complaint to them. 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 (michal.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Michal