Sisal Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Hello, the casino is not approving the documentation that I have provided dozens of times through their verification link and they don't give any reasons. I've made 10 selfie videos. This is outrageous, and I have 5000 euros in unpaid winnings.

ciao, il casino non approva la documentazione che ho fornito decine di volte tramite il loro link di verifica e non fornisce motivazioni, mi sono fatto 10 video selfi, questa roba è scandalosa e ho 5000 euro di vincita non pagata

Dear alinarista84, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your identity documents been approved by the casino?

Is the selfie video the only part of your verification that you have not yet passed?

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

Best regards, 

Veronika