Sisal Casino ES - Player’s winnings have been capped.

Hello, I registered in Sisal with an amount of € 50 and they gave me a welcome bonus of the same amount, I played until I released the bonus having € 8000, once the bonus was released, all the money disappeared, leaving me as real money € 400, and the rest?

Dear Gintonic9,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked welcome bonus terms and conditions, and this is what I found:

"Maximum convertible profit: 8 times the bonus received." 

(Which means, your bonus €50 x 8 = €400)

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. 

Sorry we were not able to help you with this case. If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding. 

Best regards,

Petronela

Dear Gintonic9,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.