Sisal Casino - Аккаунт игрока был закрыт.

hi my name is AC, two months ago I registered on sisal with the spid of the Italian post office and I played blackjack and other games, my account was verified because when you register with the spid the casino connects directly to you, 3 weeks ago however after having withdrawn all my balance I received an email of suspended account and reversed payment, I asked for explanations and they replied that I had to resend my documents to them again and take a selfie video like with the banks to be clear, I have done what was requested about ten times now but they always tell me to do it again and since there is no history of communications having to go through their link and not being able to send via email they can reply whatever they want or at least that's what they are doing, I asked for a pec email and they ignored me, what can I do?

ciao mi chiamo A. C., due mesi fa mi sono registrato su sisal con lo spid delle poste italiane e ho giocato al blackjack e altri giochi, il mio conto era verificato perche quando ti registri con lo spid il casino si collega direttamente a te, 3 settimane fa pero dopo aver prelevato tutto il mio saldo ricevo un email di conto sospeso e pagamento stornato, chiedo spiegazioni e mi rispondono che devo reinviargli un altra volta i miei documenti e fare un video selfie come con le banche per capirci, ho eseguito quanto richiesto ormai una decina di volte ma mi dicono sempre di rifarlo e non essendoci uno storico delle comunicazioni dovendo passare dal loro link e non potendo inviare via email loro possono rispondere quello che gli pare o perlomeno è questo che stanno facendo , ho chiesto un email pec e mi hanno ignorato, come posso fare?

Dear ALEXANDRU007,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please specify when was the last time you sent your documents to the casino for verification?

Do I understand correctly that the casino canceled your withdrawal request and asked you to send additional documents for verification?

Could you kindly explain in more detail how it is possible that you have no history of communication with the casino? Did you communicate with live chat only?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

10 minutes ago I reloaded all the documents to the casino, I spoke to them via email but it seems that they answer most of the cases with a bot and anyway I did what they wanted but they don't unblock me

10 minuti fa ho ricaricato tutti i documenti al casino, ho parlato con loro via email ma sembra che rispondano la maggior parte dei casi con un bot e comunque ho fatto quello che volevano ma non mi sbloccano

hi how does it work?

ciao come funziona?

Thank you for your replies. At Casino.Guru, we act as mediators between casinos and players in resolving disputes related to online gaming experiences. It is important that both the mediator and the player follow certain procedures to ensure that the investigation proceeds smoothly. You can find more details about our complaint resolution process here.

One of the key factors in resolving complaints is the player's active cooperation. It’s essential that you provide as much evidence as possible to demonstrate any unfair treatment you may have encountered. Without this, we are unable to thoroughly investigate the matter or determine if we can assist.

Could you please forward me the emails from your communication with the casino regarding your verification process? My email address is veronika.l@casino.guru.

Also, could you specify which documents you sent to the casino yesterday?

Please bear in mind that KYC (Know Your Customer) verification is a critical process during which the casino ensures that the funds are being sent to the rightful owner. Since casinos cannot physically verify the identity of their players, this process is the only way they can confirm your identity and process withdrawals securely. All serious and licensed casinos take KYC seriously, and it can take a few working days for this procedure to be completed.

I have provided a selfie video and a photo of my ID several times through their link, but the casino simply automatically responds that it is not okay with a bot response, what do you want me to send you? can you talk to sisal?

ho fornito diverse volte un video selfie e la foto del mio documento di idenita tramite il loro link, però il casino semplicemente risponde in automatico che non va bene con una risposta da bot, cosa volete che vi giro? potete parlare con sisal?

yesterday I redid the whole selfie video and the document photos from their link again and promptly today I received:

Dear ALEXANDRU

Thank you for contacting Sisal Customer Care,

we are sorry for the inconvenience you encountered during the recognition procedure. In order to complete the procedure successfully, we kindly ask you to follow the guided procedure again, uploading photos of the front and back of the document only, very clear and legible. Furthermore, we remind you to frame your face in the oval displayed on the screen and to remain with your face in the foreground until the procedure is completed. It is not necessary to upload/frame/take your own photos, but to frame your face directly in the oval displayed on the screen.

To help you, we have sent you a new link today. If you do not see it in your inbox, please also check your junk/SPAM folder.

We invite you to repeat the sending of the selfie, making sure to frame your face correctly in the oval displayed on the video in order to complete the procedure successfully.

We remain at your disposal for any further questions or requests.

Best regards,

PS I didn't even receive the new link in spam, this is just an endless joke, I did what they wanted 40 times and they just replied that I have to do it again and that's it, endlessly

ieri ho rifatto un altra volta tutto il video selfie e le foto al documento dal loro link e puntualmente oggi ricevo:

Gentile ALEXANDRU 

Grazie di aver contattato Sisal Customer Care,

ci dispiace per l'inconveniente riscontrato durante la procedura di riconoscimento. Per poter completare la procedura con successo, le chiediamo gentilmente di seguire nuovamente la procedura guidata, caricando le foto del solo fronte e retro del documento, ben nitide e ben leggibili. Inoltre, le ricordiamo di inquadrare il suo viso nell'ovale visualizzato a video e di rimanere con il viso in primo piano fino al completamento della procedura. Non è necessario caricare/inquadrare/scattare proprie foto, ma inquadrare direttamente il proprio viso nell'ovale visualizzato a video.

Per aiutarla, abbiamo provveduto a inviarle un nuovo link oggi stesso. In caso non lo trovasse nella posta in arrivo, le consigliamo di controllare anche la posta indesiderata/SPAM.

La invitiamo a ripetere l'invio del selfie, assicurandosi di inquadrare correttamente il suo viso nell'ovale visualizzato a video per poter completare la procedura con successo.

Restiamo a sua disposizione per qualsiasi ulteriore dubbio o richiesta.

Cordiali saluti,

PS neanche nello spam ho ricevuto il nuovo link, questa è una presa per i fondelli infinita e basta ho fatto quello che volevano 40 volte e loro rispondono ssolo che lo devo rifare e basta al infinito

Thank you for keeping me updated. Based on the response from the casino, it appears that the photos you uploaded are either blurry or lack sufficient resolution.

When uploading a photograph for verification, please ensure that the following criteria are met:

• Clear and High Quality: The photo should not be blurry, and the resolution should be high enough to capture all the necessary details.
• Readable Document Information: All the text and information on your documents must be easily readable without any obscurity.
• Face Visibility: Your entire face must be visible, not partially covered by the document you're holding.

Since the casino has a built-in feature to take a selfie for verification, please ensure your face fits perfectly within the oval frame as guided by the casino's verification team.

Could you please forward me the photos you recently sent to the casino for verification that were rejected? I can take a look at them and provide advice on why they might not have been approved. Please send them to veronika.l@casino.guru. Thank you in advance for your cooperation and I look forward to assisting you further.

I can't send these photos because I send them to the casino with their link that opens the camera for me but I can assure you that I made them perfect also because their link if I don't put my face in the oval for example won't let me proceed

non gùte le posso girare queste foto perche io al casino le invio con un loro link che mi apre la fotocamera ma ti posso assicurare che le ho fatte perfette anche perche il loro link se non metto ad esempio la faccia nel ovale non mi fa proprio procedere

Thank you very much, ALEXANDRU007, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi ALEXANDRU007,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino and we'll see what can be done if they reply.

Dear Sisal Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please, explain why the provided documentation and video selfies were not accepted.

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi ALEXANDRU007,

I have tried to contact the casino but haven't received any updates from them regarding your issue. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the ADM (Giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. You can find more information about ADM here.

Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia