HomeComplaintsSisal Casino - Player’s account remains closed, causing withdrawal issues.

Sisal Casino - Player’s account remains closed, causing withdrawal issues.

Amount: €1,577

Sisal Casino
Submitted: 14 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

5d 17h 30m 58s

Case summary

The player from Italy is unable to withdraw funds as their account remains locked, despite repeatedly attempting the video selfie verification process. They believe the casino is using this as an excuse to stall and deny payment.

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Translation

Hello, my situation is very similar to other complaints I've seen on your site. They haven't unlocked my account, and I keep doing the video selfie procedure from their link. They are stalling, not paying, and using this link as an excuse to do what they want.

Automatic translation:
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Dear tonynicotraig,

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.

  • Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
  • Do I understand correctly that you are now trying to verify your account?
  • Did you accumulate your winnings with or without an active 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,

Kristina

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Translation

I didn't use bonuses, I played little on all the games, the casino keeps asking me for the selfie video from their link via email, I've done it 40 times but they don't even tell me it's not good, they just tell me to do it again and again

Automatic translation:

Casino Guru is examining the case

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