The player from Italy has faced difficulties withdrawing funds because the casino suspended his account for checks. Despite sending a selfie with ID, further checks and a video submission have been requested. We were forced to reject this complaint because the player focused only on sports betting.
Sisal Casino - Player's account has been blocked.
Amount: €1,203.6
Sisal Casino
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7.9
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
the casino suspended my account on March 27 with this email:
Hello MATTIA V***,
We inform you that we are carrying out some checks on your gaming account.
The account will remain suspended until the checks are completed and we will notify you with an email notification when it is reopened.
I sent the selfie with the document in my hand despite this violating my privacy and now they don't want to pay me with the excuse that I have to click a link that they never sent me and that I have to take further selfies and checks
I really care about privacy and it has already struck me a lot having to take a photo of me with my ID but despite this they want a video of me with my ID, crazy stuff. win don't pay, you do.....
I have attached in good faith the documents I speak of below
Edited by a Casino Guru admin
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1 year ago
Dear mattyvona89,
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. Do I understand correctly that €12,036 (dispute value) is being held in your casino account? Have you accumulated your winnings with or without an active bonus?
Could you please advise which games you focused on while your account was still active - slots, live casino, etc.?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
the correct balance is 1203.6 I typed the decimals wrong, I didn't use bonuses, I only played sports bets on series a
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1 year ago
Thank you for your reply, mattyvona89. I would like to emphasize that our forum Casino.guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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1 year ago
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how come you can't help me it's a normal failure to verify kwy of one of the most common casinos in italy
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1 year ago
Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
