Simsinos Casino - La cuenta del jugador ha sido cerrada.

Hello, I requested a refund of my winnings, and the casino's response was to block me from accessing my account. I have all the verification confirmation emails (KYC, address, and bank card details).

Hola,solicité un reintegro de mis ganancias y la respuesta del casino fue impedirme acceder a mi cuenta. tengo todos los mails de confirmación de las verificaciones(KYC,domicilio y tarjeta bancaria)

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, I’d like to emphasize that we received many complaints about delayed withdrawals from this specific gambling establishment. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.  

I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually. 

Have you accumulated your winnings with the help of bonus, please?

Could you please forward a screenshot of your withdrawal request to this thread?  

Thank you in advance for your cooperation and reply. 

Best regards, 

Katarina

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

The problem has gotten worse, it's even more serious. I had €800 and when I withdrew it they cancelled it and I only have €50 in my account. They told me I hadn't paid in the deposit and it's a lie. I made a €350 deposit of my own money. They stole my money and my winnings and left me with €50.

El problema ha ido a más,todavía es más grave,llegué a tener 800€ y al retirar me lo anularon y solo tengo 50€ en mi cuenta.Me decían que no había waggeado el deposito y es mentira.Hice un ingreso de 350€ de mi propio dinero.Me han robado mi dinero y mis ganancias y me han dejado 50€.

Hello,

Kindly disregard previous email. We apologize for the confusion. We are writing to you regarding your withdrawal request of €789.97. Unfortunately, we had to decline your withdrawal request due to a breach of our Terms & Conditions by placing bonus bets over the limit with an active bonus:

Therefore, your withdrawal request has been declined and the winnings generated were voided. Your initial deposit has been returned to your cash balance. Feel free to make a new withdrawal request.

Should you require any further assistance do not hesitate to contact our Customer Support team.

Sincerely,

Payments Cashier

Hello,

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 check 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 numbers. We currently recommend staying away from Simsinos Casino.

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 anytime.

Katarina