Sisal Casino - Player’s account remains closed with delayed withdrawal.

Hello, they still refuse to unlock my account even though I'm doing exactly what they ask. I have taken 4 video selfies through their link, yet they claim they haven't received them. They're clearly using an excuse not to pay me, especially because I don't have a record of the documents I send them since I'm forced to use their link.

Dear primaverafelice72,

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 provide supporting evidence for your claims?
• Could you please specify which service the casino is using to verify your identity?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

for evidence to support my thesis I don't know since they force me to upload the documents from their link, you can ask them maybe and if they tell you that I didn't send them anything which is false then I'll take selfies and photos of the document and send them to you I don't know, are you talking to the Sisal casino?

I have asked for explanations via email several times: they just answer like this

Thanks for your reply, primaverafelice72.

I appreciate your patience.

• Were your efforts to complete verification successful?
• If you were unsuccessful, could you explain whether the casino provided you with any justification or explanation?
• Have you saved the files you sent to the casino for verification?

If possible could you please share the selfie you submitted with me as well? My email is tomas@casino.guru

hi they unblocked me. thank you very much

Thanks for the update.

• Is the balance on your player's account available to you?
• May we consider the issue resolved?

Dear primaverafelice72,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear primaverafelice72,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru