Sisal Casino - Player’s withdrawal is delayed due to verification issues.

Hello, the casino is not approving the documentation that I have provided dozens of times through their verification link and they don't give any reasons. I've made 10 selfie videos. This is outrageous, and I have 5000 euros in unpaid winnings.

Dear alinarista84, 

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? 

Have any of your identity documents been approved by the casino?

Is the selfie video the only part of your verification that you have not yet passed?

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, 

Veronika

Good morning, I have provided everything requested more than once, the problem is that I upload the documents from a link that they provide me and then they do not respond to me, that is, they tell me to redo the procedure without giving reasons, how can I resolve it?

Could you please provide more details regarding the issue you're facing with the link sent by the casino?

Are you able to upload your documents using the link provided? Do you receive any confirmation that your documents have been successfully uploaded? Also, could you confirm if the documents you're uploading meet the required format, resolution, and file size?

If you have any screenshots or email communications with the casino about the verification issue, I would appreciate it if you could send them to me at veronika.l@casino.guru. Alternatively, feel free to share the screenshots here.

hi today i got paid

Dear alinarista84,

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 and confirmation. 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, 

Veronika 

Casino.Guru