Simsinos Casino - La cuenta del jugador se ha cerrado inesperadamente.

I tried to withdraw my funds, for which I passed kyc and sent all my documents. Then, out of nowhere, I receive an email that my account has been closed, not citing any article nor any reason, and the emails I've been sending in regards to the withdrawal of my money, haven't been responded for 2 weeks.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Simsinos Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Could you tell me how long you were a player at the casino and exactly when your account was blocked?

A few weeks ago, and it was also blocked a few weeks ago

How did you find out your account was blocked?

Because of the email they sent me

What games did you play to accumulate your current casino balance?

Bets

Did you achieve your current balance with the help of a bonus?

No

¿Podrías informarme cuánto tiempo fuiste jugador en el casino y cuándo exactamente se bloqueó tu cuenta?

Unas semanas, y fue bloqueada también hace unas semanas

¿Cómo se enteró que su cuenta estaba bloqueada?

Por el correo que me enviaron

A qué juegos jugaste para acumular tu saldo actual en el casino? 

Apuestas

¿Lograste tu saldo actual con la ayuda de un bono?

No

Hello estefo,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the additional information and for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter problems with any online casino. We’ll be more than happy to do our best to assist you.

Best regards,

Tomas

Casino.Guru