The player from Italy faced ongoing difficulties withdrawing money from Sisal after their account had been suspended multiple times, despite having completed identity verification processes. For the last two weeks, the casino had repeatedly asked for the same IBAN withdrawal information with no resolution. It was noted that the issue may have been resolved; however, without confirmation from the player, the complaint was rejected. The player was informed that they could reopen the complaint at any time if further assistance was needed.
Sisal Casino - Player's withdrawal is delayed due to repeated account suspension.
Amount: €2,500
Sisal Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
I registered on Sisal two months ago, uploaded my ID, and played regularly for two weeks, even making a withdrawal which they paid out. Then I won, and they suspended my account. I had to follow an identity verification link they sent via email, where I had to make a video selfie and re-upload my ID again. They unlocked my account, I withdrew, and then they suspended me again. For two weeks now, they've been asking me the same question about the IBAN withdrawal with the same generic message. I always reply, but they just thank me for the response and then ask the same question via email repeatedly.
Automatic translation:
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2 months ago
Dear riccardobetter,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please advise which documents you have already provided and when exactly did you send the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please share your communication with the casino regarding the account? Send emails or chat transcripts to my email at dominika.l@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 in advance for your reply.
Best regards,
Dominika
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2 months ago
Translation
here is their communication 
I've actually already answered the first two questions
Automatic translation:
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1 month ago
Dear riccardobetter, do you have any updates regarding the reactivation of your casino account?
