Sisal Casino - Player's account is closed after winnings.

My account is suspended after playing and winning on Sisal.

They don't respond to emails and haven't told me why it's suspended.

Dear cavvera234,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sisal Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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,

Tomas

I registered two months ago, and I verified the account immediately, I have no bonus and I have played a few euros around

the suspension was not motivated and I realized this when I tried to log in

can you contact sisal?

Dear cavvera23,

Is there any error displayed when you try to log in?

Could you please post a screenshot of what happens when you try to log in to your account?

Could you please share with me your attempts to contact casino support (emails, chat transcripts, even recent unsuccessful attempts if available)? Please share screenshots here or send the information to my email at tomas@casino.guru I apologize for the inconvenience.

what should I send you via email? they don't answer and ignore me, once they told me to reload my document that I already gave them and they approved it when opening my account via their link

I post the screenshot but they don't send me the link and now the news is that they don't even answer anymore

news?

Thank you very much, cavvera234, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Sisal Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello cavvera234,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Sisal Casino representative to join this conversation and participate in resolving this complaint.

Dear Sisal Casino,

Could you please state why the player's account got blocked?

Thank you in advance for providing the information.

sisal didt told nothink?

Hello cavvera234,

I am afraid we are dealing with a casino that is not very responsive to complaints. I will try to contact them one more time and will let you know if I receive a response.

the casino does what it wants, but I still don't receive the link

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.

Hello cavvera234,

I have tried to contact the casino but haven't received any updates from them regarding your issue. 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 ADM (Giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. You can find more information about ADM here.

Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru