Sisal Casino - La cuenta del jugador está retrasada para su verificación.

Hello, following regular use of my gaming account, I received an email on September 2 informing me that my gaming account was being checked. When I requested information and requested my availability to proceed with any type of check, after evasive responses that urged me to wait for a contact that never came, I was informed by the VIP team on September 30 that my account, as per the contract, could remain suspended for up to 180 days while the necessary checks were carried out. Waiting until March isn't a real problem, but I wanted to know if there was a way to expedite the verification/unblocking process and have my balance available so I could withdraw my balance at my convenience.

Salve, a seguito di regolare utilizzo del mio conto gioco ho ricevuto in data 2/9 una mail in cui mi si comunicava che si stavano effettuando delle verifiche sul mio conto gioco. Alla mia richiesta di informazioni e di disponibilità a procedere a qualsiasi tipo di verifica, dopo risposte evasive che mi invitavano ad attendere un contatto che mai avveniva, mi è stato comunicato dal team vip in data 30/09 che il mio conto, come previsto da contratto, poteva rimanere sospeso fino a 180 giorni per lo svolgimento delle dovute verifiche. Ora, attendere fino a marzo non rappresenta un reale problema ma volevo capire se ci fosse modo per accelerare i tempi della verifica/sblocco e di poter avere disponibilità del mio saldo per poter procedere a mio comodo al prelievo del saldo.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you are experiencing. To clarify your situation, I would like to ask you a few questions.

• What types of games did you play before the casino suspended your account?
• Has the casino specified whether the review is related to your gaming activity or your identity verification?
• Have you completed the full KYC verification?
• Did you accumulate your winnings with or without a bonus?

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

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.

Hi Veronika, to answer your questions, I played a bit on both the sportsbook and the casino; I wasn't given any reasons, so I'm pasting the two messages I received.

1. "We inform you that we are carrying out some checks on your gaming account.

Your account will remain suspended until the checks are completed, and we will notify you via email when it reopens.

2. "We confirm that your gaming account is currently being checked.

At this time, we are unable to provide you with an exact timeframe for the process, but as soon as the checks are completed, you will receive feedback directly via email.

We also inform you that it is not possible to expedite the processing times for these procedures, as they are managed by the relevant department according to specific technical deadlines.

We therefore ask you to wait patiently for the checks to be completed. We apologize for the delay and thank you for your understanding.

A greeting"

After further attempts at explanation, they told me about blocks that could last up to 180 days. The account was fully verified with their KYC process and the balance was mostly created with my own money. Occasionally, I may have received bonuses that I used accordingly during my activity, but basically, it wasn't bonus-driven or bonus-focused.

Ciao Veronika, per rispondere alle tue domande, ho giocato un po' sia sul palinsesto sportivo che casinò; non mi sono state date motivazioni, ti incollo i due messaggi ricevuti

1."ti informiamo che stiamo effettuando alcune verifiche sul tuo conto di gioco. 

Il conto resterà sospeso fino al termine dei controlli e ti avviseremo con una email di notifica alla sua riapertura."

2."Ti confermiamo che sono attualmente in corso delle verifiche sul tuo conto di gioco.

Al momento, non siamo in grado di indicarti con esattezza la durata del processo, ma non appena le verifiche saranno concluse, riceverai un riscontro direttamente via e-mail.

Ti informiamo inoltre che non è possibile accelerare i tempi previsti per queste procedure, in quanto gestite dal reparto competente secondo tempi tecnici specifici.

Ti invitiamo quindi ad attendere con pazienza la conclusione delle verifiche. Ci scusiamo per l’attesa e ti ringraziamo per la comprensione.

Un saluto"

Dopo altri tentativi di spiegazioni mi hanno parlato di blocchi che potevano raggiungere i 180 giorno. Il conto era completamente verificato con il loro processo di KYC e per lo più il saldo è stato creato con i miei soldi, a volte potrei aver ricevuto dei bonus che ho usato di conseguenza durante la mia attività ma di base non è partita dai bonus o incentrata sui bonus        

Hello michelangel081,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear michelangel081,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

My name is Jana,

and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Sisal Casino outside this complaint thread and let you know any new information once I receive it.

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.

I have tried to contact the casino repeatedly but had no success. 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 Italian Gaming Authority (https://www.adm.gov.it/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana