Simsinos Casino - El jugador afirma que el pago se ha retrasado.

Unable to contact the casino to withdraw money.

They asked me to send a series of documents to an email address, which I replied to, attaching the documents, but they never told me whether they were correct or not. After a few days, I received the same email again.

It's virtually impossible to get in touch via chat. Either they take forever or a bot answers.

Imposibilidad de establecer contacto con casino para la retirada de dinero.

Me piden que mande una serie de documentos a un mail, el cual he respondido adjuntado la documentación, pero jamás me dicen que es correcta o no. Al cabo de unos días me vuelve a llegar el mismo mail.

Por chat es literalmente imposible contactar. O tardan mucho o responde un bot

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Dear Jorgecm99,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Jorgecm99,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello.

I'm still waiting for them to validate my documentation.

I contacted them again, and they keep telling me to reply with the documentation to an email they sent me. I've sent it far too many times to not have received a response yet.

They say they have a large volume of transactions, but this takes hours or at most a couple of days.

Hola.

Sigo esperando a que me validen la documentación.

Volví a contactar y me siguen remitiendo a que responda con la documentación a un mail que me mandaron. La he enviado demasiadas veces para no obtener respuesta aún.

Dicen que tienen un volumen grande de transacciones pero esto se tarda horas o como mucho un par de días.

Dear Jorgecm99, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please attach a screenshot of your current pending withdrawal?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@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.

Hello.

Let me explain. This is the first and only retreat I'm doing.

There aren't that many problems with making a deposit.

I've attached a screenshot showing the pending withdrawal and some emails I've replied to that I haven't received a response to.

The same thing happens in all the emails: they ask me to reply to that email with the documentation, but I don't receive any response indicating whether it's correct or incorrect, or if it's validated.

Hola.

Te comento. Es el primer y único retiro que estoy realizando.

Para depositar no hay tantas pegas.

Te adjunto captura con el retiro pendiente y algunos mails que he respondido de las cuales no tengo respuesta.

En todos los mails ocurre lo mismo: me piden que responda a ese mail con la documentación pero no recibo ni una respuesta de si está bien o mal o me validan

Dear Jorgecm99

Thank you for the provided evidence.

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Simsinos Casino to ignore us completely in our attempts to mediate any kind of issue. Please see all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in number. We strictly recommend staying away from Simsinos Casino. I wish I could be of more help.

I would recommend you complete the casino's dispute process first, outlined in https://simsinos.com/en/terms-and-conditions point 10

If you are not successful, I would recommend you contact the casino's regulator: https://casino.guru/licensing-authorities/kahnawake-license

Feel free to take advantage of our resource on the topic https://casino.guru/submitting-complaints-to-regulators

The casino can reopen this complaint at any time.

Best regards,

Attila G.