The player from Italy had experienced an account closure by Sisal Casino ahead of the agreed terms. He had stated that his account was closed before the prescribed 15 days and his balance was not returned as per the gaming contract. The player had demanded damage compensation of 5000 Euros. Despite attempts by the complaints team to reach out to the casino for clarification and resolution, the casino failed to provide relevant information. The issue remained unresolved.
Sisal Casino - Player’s account prematurely closed without refund.
Black points: 407
Amount: €5,000
Sisal Casino
Safety Index:Above averageSafety Index
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7.9
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Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
3 weeks ago
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10 months ago
Translation
Good day, Sisal has taken the initiative to terminate my contract by sending me a registered letter to my home address. Upon receiving this communication, the account closure terms were not respected where the regulation provides and as also written on the registered letter. 15 days should elapse from receiving the notification before the account is closed, but my gaming account was closed before the prescribed 15 days. In addition, they have not returned the balance on my gaming account as outlined in Article 17 of the gaming contract. I am seeking damage compensation of 5000 Euros and will proceed legally if this is not granted. Below is the picture of the termination.
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10 months ago
Hello giuseppef1326,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sisal Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise what was the reason of blocking your account? When exactly got your account blocked? How much real money balance did you have left on the account?
Please note that as long as the casino will pay out the remaining balance, they have the right to close your account anytime for any reason.
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
My account was closed on February 14th, with a registered letter received at home on February 8th 2024, art. 15 was communicated 15 days after receipt of this letter and this was not respected. For the balance of my account no I know exactly the amount but I certainly had an available and withdrawable balance
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9 months ago
Hello giuseppef1326,
Can you please forward that statement from the casino to nikolas.b@casino.guru? Did they or you contact them contact you regarding the withdrawal of the remaining balance from your account?
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9 months ago
Translation
I am contacting them every day, no one knows where my money went. Article 17 of the gaming code provides that the concessionaire pays the balance of the gaming account. The closure was not done correctly given that the regulations were violated set by adm .
I sent her an email from giuseppe.*****@alice.it where I sent her the email that I forwarded to sisal with no response for 17 days
Edited by a Casino Guru admin
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9 months ago
Hello giuseppef1326,
Can you please clarify when was the letter sent and when exactly did you receive it?
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9 months ago
Translation
The letter was sent on January 30th, I received it with a signature from the post office on February 8th and in the procedure a document is valid from notification not from sending
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9 months ago
Hello giuseppef1326,
Can you please clarify the exact amount of remaining balance on your account?
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9 months ago
Translation
I don't remember exactly but whatever my positive balance is I must receive it
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9 months ago
Hello giuseppef1326 and thank you for all the information provided so far. As we will require more details from the casino regarding your remaining balance and the refund, your complaint will be forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Hello, giuseppef1326,
I am sorry to hear about your troubles. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.
Dear Sisal Casino team,
Could you please provide us with an explanation of the player's situation in more detail? Why has his account been closed?
Was there any remaining balance in his account? If yes, what did happen with it? Should the user expect a refund?
If there was no balance or we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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9 months ago
Translation
branislav.b@casino.guru you must send the complaint via certified e-mail sisal.reclami@lamiapec.it directly to the administrative office
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9 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer. 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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9 months ago
Dear giuseppef1326,
I was in contact with the casino outside of the thread, and it seems they are not interested in communicating or cooperating with us regarding your issue.
As standard, I should close the complaint as unresolved, which would have a negative impact on the casino's rating on our website. However, before I do it, I would like to ask you to try to contact the casino using the following contacts (received from the casino, but you need to contact them yourself):
+39 0282900563
info@sisal.it
Then please let me know if there is any progress. I will set you a timer for about 1 week and wait for your reply and update.
Looking forward to hearing from you.
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8 months ago
Translation
No one answers me by email, on the phone they don't want to collaborate in repaying my account balance. Sisal stole my money and this is a mess under ADM licence?
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8 months ago
Thank you for your reply and the update, giuseppef1326, and I am sorry for the delay.
Unfortunately, as was mentioned above, since we have not received any relevant information from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact ADM and submit a complaint directly to the regulator. You can find more about the complaint process HERE. In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
