Sisal Casino - Spillerens konto forbliver blokeret efter flere sikkerhedstjek.

The casino keeps ignoring my request to unlock my account even after I have passed their so-called security checks. I have sent a video selfie through their link via email about ten times without receiving any clear responses from the site.

il casino continua ad ignorare la mia richiesta di sblocco del account dopo aver superato i loro controlli di sicurezza cosi come li definiscono, ho provveduto a fornire un video selfie tramite il loro link via email una decina di volte senza ricevere risposte chiare dal sito

Dear pippobaudoaxitrade,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which documents you sent to the casino for security checks, apart from the video?

Have you passed the full KYC verification?

What types of games did you play? Were they slots, live casino games, or did you make bets on sports?

Did you play 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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

through their link they made me take a selfie video and upload the documents again

I played without bonuses and on slots

tramite il loro link mi hanno fatto fare un video selfie e caricare dinuovo i documenti

ho giocato senza bonus e alle slot

Thanks a lot for your reply. Please forward to me any correspondence between you and the casino in relation to your verification and the suspension of your account. My e-mail address is veronika.f@casino.guru.

they only say this via email: Dear FABIO J.

Thank you for contacting our customer care.

In order to proceed with the reopening of your gaming account, we kindly ask you to make a new attempt through the link sent to your registered email address.

After checking with the relevant department on the procedures already carried out, we found that the identity verification procedure was not successful as the liveness step was not completed correctly.

Below we indicate the procedure to follow:

upload only the front of the document

upload only the back of the document

upload the document and selfie; place the face in the camera and wait for the scanning to finish

As regards the PEC address and the following sisal.reclami@lamiapec.it

We look forward to hearing from you and are at your disposal for any further assistance.

dicono solo questo via email: Gentile FABIO J. 

Grazie per averci contattato il nostro costumer care. 

Per poter procedere con la riapertura del tuo conto gioco, ti chiediamo cortesemente di effettuare un nuovo tentativo attraverso il link inviato al tuo indirizzo di posta elettronica registrato.

Dopo le verifiche svolte con il dipartimento competente sulle procedure già effettuate, abbiamo riscontrato che la procedura di verifica identità non è andata a buon fine in quanto non è stato completato correttamente lo step liveness.

Di seguito ti indichiamo la procedura da eseguire:

upload del solo fronte del documento

upload del solo retro del documento

upload del documento e del selfie; posizionare il volto nella fotocamera e attendere il termine della scansione

Per quanto riguarda l'indirizzo pec e il seguente sisal.reclami@lamiapec.it

Restiamo in attesa di ricevere il tuo riscontro e siamo a tua disposizione per qualsiasi ulteriore assistenza.

but I have done everything from their link several times and the upload process was confirmed by their site, to me it seems like just an excuse because I also gave my availability to send them selfie videos or selfies via email but they don't want to so sending from their link basically they then reserve the right to tell me that it's not good enough for them or that it's not complete every time and I don't have a history of what I send them

ma io ho fatto tutto quanto dal loro link diverse volte e mi è stato confermato il processo di caricamento dal loro sito, a me sembra solo una scusa perche ho anche dato disponibilità nel inviargli dei video selfie o dei selfie via email ma loro non vogliono quindi inviando dal loro link in pratica poi si riservano il diritto di dirmi che non gli va bene o che non è completo ogni volta e io non ho uno storico di cio che gli invio

Could you also please specify when exactly you closed your gaming account and for what reason?

I think you have the wrong complaint, I don't understand your last communication casino guru

penso abbiate sbagliato reclamo , non capisco la vostra ultima comunicazione casino guru

can you contact sisal? do they answer you?

potete contattare sisal voi? a voi rispondono?

I've done what they wanted about 30 times but they don't care and keep telling me to do it again taking my time, can you help me?

avro fatto una 30ina di volte quello che volevano ma nulla se ne fregano e continuano a dirmi di rifarlo prendendo tempo, voi potete aiutarmi?

I asked you if your account was previously closed since, in the email from the casino you posted here, the casino gave you instructions on what you need to send in order to reopen your gaming account.

Could you please specify why the casino locked your account?

what do you mean? how do i know why they suspended me? i guess because i won and i would like to withdraw, can you ask them?

in che senso? come faccio a sapere perche mi hanno sospeso? immagino perche ho vinto e vorrei prelevare, potete chiederglielo voi ?

Thank you very much, pippobaudoaxitrade, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello pippobaudoaxitrade,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will try to help. Can you in the meantime please clarify why you needed to unlock your account? Is it just because you need to pass the standard KYC process or what was communicated from the casino to you in this regard?

In your previous message, you shared the text most likely from an email the casino has sent you:

"In order to proceed with the reopening of your gaming account,"

So was your account closed at any point in the past? If that is the case, could you please share the reason for its closure?

I will contact the casino to shed more light on this matter. We would like to invite Sisal Casino to join the conversation.

Dear Sisal Casino,  

We kindly request your assistance in providing clarity regarding the delay in the "reopening" of the player account. The player has indicated that they have completed the necessary steps and submitted the required documents; could you please explain why this has not been deemed sufficient? Additionally, we would like to know what further information or actions are needed from the player to facilitate the withdrawal process.

They suspended my account and didn't tell me the reason, that is, they say for security but in reality it's because I just won, I did everything I could to pass the kwc test but they clearly don't want me to pass it now

me lo hanno sospeso il conto e non mi hanno detto il motivo, cioe dicono per sicurezza ma in realtà è penso perchè ho vinto e basta, il controllo kwc io ho fatto di tutto per superarlo ma loro non vogliono che lo supero palesemente ormai

Dear pippobaudoaxitrade,  

Thank you for your clarification. I would be grateful if you could forward me the documents you provided to the casino team for their assessment to michal.k@casino.guru. I am interested in reviewing them to identify any potential reasons for the casino team's hesitation in granting approval and to understand the cause of the delay.

the casino wants me to upload the documents through their link, it makes me open the camera so they have them and I don't, can you ask them? the point is that I can't see them either if they refuse them I can't contest anything and so here we are after 4 months of suspension with my winnings that they don't want to pay me

il casino vuole perforza che carico i documenti tramite un loro link mi fa aprire la fotocamera quindi ce li hanno loro e io no, potete chiederglieli? il punto è che non potendoli vedere neanche io se loro li rifiutano io non posso contestare nulla e cosi eccoci qua dopo 4 mesi di sospensione con la mia vincita che non mi vogliono pagare

I opened the complaint a month ago, there are many questions, the casino has the answers as well as my money

ho aperto un mese fa il reclamo ci sono molte domande , le risposte le ha il casino come i miei soldi

Dear pippobaudoaxitrade,

I have reached out to the casino representative and they are in the process of reviewing the issue.

Regarding your documents, do I understand correctly that the casino process involves you opening a specific link which activates your camera and you take a picture of the document?

You don't have any pictures of your documents on your phone? If so, please forward them to me at michal.k@casino.guru as I would like to review in order to ascertain any possible reasons for the casino team's reluctance to grant approval and to comprehend the factors contributing to the delay.

Additionally, what emails have you received from the casino so far? Can you forward them to me as well?

sisal responds only and exclusively in two ways:

HI,

Thank you for contacting us.

Your request has been received and will be processed within 8 hours.

We will reply to you as soon as we have updates for you.

The Sisal Team

Or

Dear FABIO JUNIOR

Following your request, we inform you that we have resent the link via email today.

We invite you to also check your Spam folder, in case the email is not visible in your inbox.

Regarding the verification procedure, we ask you to follow the following steps:

Upload the front of your document (acceptable formats: PNG, JPG, JPEG; PDF format is not accepted).

Upload the back of your document (acceptable formats: PNG, JPG, JPEG; PDF format is not accepted).

Frame your face inside the oval in the verification system. This last step is essential to reactivate your game account.

We thank you in advance for your cooperation and remain at your disposal for any doubts or clarifications.

We wish you a good evening!

The Sisal Team

Customer care is available 24/7.

You can also contact us at the toll-free number 800.999.445 or through the live chat on Sisal.it.

sisal risponde solo e soltanto in due modi:

Ciao,

grazie per averci contattato.

La tua richiesta è stata presa in carico e verrà gestita entro 8 ore.

Ti risponderemo al più presto, appena avremo aggiornamenti per te.

Il Team Sisal

Oppure

Gentile FABIO JUNIOR 

In seguito alla tua richiesta, ti informiamo che abbiamo provveduto a rinviare il link via email in data odierna.

Ti invitiamo a verificare anche la tua casella Spam, nel caso in cui la mail non fosse visibile nella tua inbox.

Per quanto riguarda la procedura di verifica, ti chiediamo di seguire i seguenti passaggi:

Carica il fronte del documento (formati accettabili: PNG, JPG, JPEG; il formato PDF non è accettato).

Carica il retro del documento (formati accettabili: PNG, JPG, JPEG; il formato PDF non è accettato).

Inquadra il tuo viso all'interno dell'ovale presente nel sistema di verifica. Questo ultimo passo è fondamentale per riattivare il tuo conto gioco.

Ti ringraziamo in anticipo per la collaborazione e restiamo a tua disposizione per qualsiasi dubbio o chiarimento.

Ti auguriamo una buona serata!

Il Team Sisal

Il customer care è disponibile 24 ore su 24, 7 giorni su 7.

Puoi contattarci anche al numero verde 800.999.445 o attraverso la live chat su Sisal.it.

what do you want me to send you my identity document via email?

yes they make me upload everything from their link, just ask them

cosa volete che invio a voi via email il mio documento di identità?

si loro mi fanno caricare tutto dal loro link, chiedeteglielo pure

Dear pippobaudoaxitrade,

Just so you know, as we are an international company, our official company language is English. Although we use one of the best automatic translation software on the market for the most used languages worldwide, and the Italian language is one of those languages, there might be instances where not all words or sentences are correctly translated into your language.

Thus, I'm wondering if anything from my previous questions was not clear to you?

I acknowledge that you have shared the text from the message or email you have received from the casino team in this complaint thread, but what is hindering you from forwarding me the original email you have received from the casino team to me?

Additionally, I have kindly requested that you forward me the documents or pictures from the documents you were asked to upload to the casino team. The casino team cannot share these documents with me due to GDPR and their own privacy policy without a notarized power of attorney from you that you allow the casino to share your documents with me. It would be much quicker and more effective if you would forward me your documents directly for review. This will help me to identify any potential reasons for the casino team's hesitation in granting approval and to understand the cause of the delay. Your data and evidence are safe with us and are not shared anywhere if that might be your concern.

Please forward me pictures of your ID (both the front and the back), a selfie with you holding your ID making sure the ID is clearly visible and your proof of address (a utility bill, bank statement, etc.) at michal.k@casino.guru

Hopefully, this response is clear to you. If not, I will try to translate it into Italian for your convenience.

hi as I communicated with the first message at the beginning of this complaint the casino forces me to upload the documents by opening the camera via a link that they send me via email, therefore as already explained and reiterated I do not have in hand the documents that the casino received from me for that I told you to ask them, in this way the casino reserves the right to refuse what I provide them without me being able to contest, having said that now I forward you their email but if in a month we are still here I begin to have a bit of distrust in the functionality of this site, therefore I ask you to contact the casino and ask for explanations if you are capable thanks

ciao come ho comunicato col primo messaggio in apertura di questo reclamo il casino mi obbliga a caricare i documenti aprendo la fotocamera tramite un link che mi mandano via email , dunque come gia spiegato e ribadito non ho in mano i documenti che il casino ha ricevuto da me per quello vi ho detto di chiedere a loro, in questo modo il casino si riserva il diritto di rifiutare cio che gli fornisco senza che io possa contestare , detto questo ora vi giro la loro email ma se in un mese ancora siamo qua fermi inizio a nutrire un po di sfiducia nella funzionalita di questo sito , dunque vi prego di contattare il casino e chiedere spiegazioni se ne siete capaci grazie

you told me what is stopping me from sending you the casino email? I copied and pasted it here in the complaint 10 days ago but that's ok I'll forward it here if you don't like it ( )

voi mi avete detto cosa mi impedisce di inviarvi l'email del casino? l'ho copiata e incollata qua nel reclamo 10 giorni fa ma va bene ora ve la inoltro qua se non vi va bene ( michal.k@casino.guru )

Dear pippobaudoaxitrade,

I have received your emails. As I have mentioned above, I'm in contact with the casino team, and their appropriate department is in the process of reviewing the issue.

When it comes to your documents, as I have already mentioned, the casino team is unable to share these documents with us because of General Data Protection Regulation (GDPR) and their own privacy policy. They require a notarized power of attorney from you, granting permission for them to share your documents with us. Without a notarized power of attorney from you, they cannot legally share the documents with us. It would be much more efficient if you could send me pictures of your documents directly for review. This would allow me to identify possible reasons behind the casino team's hesitance to approve your documents and to gain a clearer understanding of the delay. You certainly can decide not to provide us with the documents; however, doing so may restrict our capacity to address any potential discrepancies the casino team could bring up, as we would then have to depend entirely on their perspective. The choice is up to you.

I will continue to monitor for any updates or progress from the casino team and will share them as soon as they become available.

Dear Sisal Casino,

I look forward to your response and would appreciate your guidance on any necessary steps to advance the player verification process.

I would prefer to avoid sending you the document also because I sent it 800 times to the casino and they just look, the problem is that they are smart and have everything uploaded via their link, so only they have in hand what I sent them and if they do not want to accept it they just tell me that it is not good and to do it again as they have been doing since October to avoid making me pass the KWC verification, I ask myself but all these verification processes "for customer protection" why did they not ask me for them during registration or when I deposited and they ask me for them now look a bit while I try to withdraw?

I assure you, these people at Sisal refuse without even looking at what I upload. I am certain that this will happen.

preferirei evitare di inviarvi il documento anche perche l'ho inviato 800 volte al casino e basta che guardano, il problema e che loro sono furbi e fanno caricare tutto tramite il loro link, quindi solo loro hanno in mano cio che gli ho inviato e se non vogliono accettarlo basta che mi dicono che non va bene e di rifarlo come fanno da ottobre per evitare di farmi superare la verifica KWC, io mi chiedo ma tutti questi processi di verifica "a tutela del cliente" perche non me li hanno chiesti in registrazione o quando depositavo e me li chiedono ora guarda un po mentre cerco di prelevare?

io ve lo garantisco questi qua di sisal rifiutano senza neanche guardare cio che carico ho la certezza che cio avvenga

Dear pippobaudoaxitrade, 

As previously stated, the decision rests with you. I have reached out to the casino representative once more for an update on your situation, but unfortunately, there are no new developments at this time. I will keep an eye on any progress from the casino team and will inform you as soon as I receive any information.

in fact they just replied to me with the classic copy and paste email where they say to just redo it

infatti mi hanno appena risposto con la classica email copia e incolla dove dicono di rifarlo e basta

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.

Dear FABIO JUNIOR

We invite you to repeat the operation following the wizard. During this, you will be asked to:

Upload a clear, legible photo of the front of the document only.

Please upload a clear, legible photo of the back of the document only.

Frame your face in the oval shown on the video and stay with your face in the foreground until the procedure is complete. At this stage, you do not need to upload or take photos of yourself, but you simply have to frame your face in the oval shown on the video.

We have resent the link for the procedure today. If you do not find the email in your inbox, please also check your junk or SPAM folder.

If you need further clarification, we are at your disposal.

The Sisal Team

Customer care is available 24/7.

You can also contact us at the toll-free number 800.999.445 or through the live chat on Sisal.it.

SISAL TODAY WROTE ME THIS AS IT HAS BEEN FOR THE LAST 4 MONTHS ALWAYS THE SAME MESSAGE AND I NOW KNOW BY HEART THIS FAKE VERIFICATION PROCEDURE VIA LINK FROM THESE SCAMMERS

Gentile FABIO JUNIOR 

Ti invitiamo a ripetere l'operazione seguendo la procedura guidata. Durante questa, ti sarà richiesto di:

Caricare una foto del solo fronte del documento, ben nitida e leggibile.

Caricare una foto del solo retro del documento, ben nitida e leggibile.

Inquadrare il tuo viso nell'ovale visualizzato a video e rimanere con il viso in primo piano fino al completamento della procedura. In questa fase, non è necessario caricare o scattare foto di te stessa, ma devi semplicemente inquadrare il tuo viso nell'ovale mostrato a video.

Abbiamo provveduto a inviare nuovamente il link per la procedura in data odierna. Se non dovessi trovare l'email nella posta in arrivo, ti chiediamo di controllare anche la cartella della posta indesiderata o SPAM.

Se hai bisogno di ulteriori chiarimenti, siamo a tua disposizione.

Il Team Sisal

Il customer care è disponibile 24 ore su 24, 7 giorni su 7.

Puoi contattarci anche al numero verde 800.999.445 o attraverso la live chat su Sisal.it.

SISAL OGGI MI HA SCRITTO QUESTO COME DA 4 MESI A QUESTA PARTE SEMPRE IL SOLITO MESSAGGIO E IO ORMAI CONOSCO A MEMORIA QUESTO PROCEDIMENTO DI VERIFICA FINTO TRAMITE LINK DI QUESTI TRUFFATORI

Dear pippobaudoaxitrade,

I received the following response from the casino team:

the customer pippob******* ade@gmail.com did not follow the recognition procedure correctly and consequently the account is still suspended.

In addition to the emails sent on 16/01 and 20/01, today we sent another communication to the address associated with the account, indicating the procedure and inviting them to proceed and follow the instructions.

In the absence of forced recognition, it is not possible to proceed with reactivation.

Without any evidence from you that you have followed the above-mentioned procedure exactly, we cannot come to a conclusion as to where the trust is.

If you believe you have followed the instructions of the procedure correctly and the casino is intentionally stalling the process, feel free to contact Agenzia delle Dogane e dei Monopoli (ADM), they might have more tools or options to help with your case. But we are at a point where our ability to help has reached its borders.

Dear pippobaudoaxitrade,

I have received the following response from the casino team:

il cliente pippob*******ade@gmail.com non ha seguito correttamente la procedura di riconoscimento e di conseguenza il conto risulta ancora sospeso.

Oltre alle mail inviate il 16/01 e 20/01, oggi abbiamo inviata un altra comunicazione al indirizzo associato al conto, indicando la procedura ed invitandolo a procedere a seguire le indicazioni.

In assenza di riconoscimento forzato, non è possibile procedere alla riattivazione.

Without any evidence from you that you have followed the above-mentioned procedure exactly, we cannot come to a conclusion as to where the trust is.

If you believe you have followed the instructions of the procedure correctly and the casino is intentionally stalling the process, feel free to contact Agenzia delle Dogane e dei Monopoli (ADM), they might have more tools or options to help with your case. But we are at a point where our ability to help has reached its borders.

ok okay I'll do it again and take some screenshots/videos that I can put here? How can I prove that I did what was requested? Sisal does it on purpose to ask me what was requested with a link because as you can see, how can I now dispute that what was sent is okay? I've done this selfie video at least 30 times!

okey va bene lo rifaccio e faccio degli screenshot/ video che vi posso mettere qua? come posso provare che ho fatto quanto richiesto? sisal lo fa apposta a chiedermi quanto richiesto con un link perche come potete vedere io ora come posso contestare che invece vada bene quanto inviato? io sto video selfie l'ho fatto 30 volte almeno !

Dear pippobaudoaxitrade,

I completely understand your concerns, but we haven't received any proof from you that you have adhered to the instructions and collaborated as outlined in their email. Without this evidence, it's challenging for us to assist you effectively. How do you expect us to support you?

One suggestion could be to create a brief video demonstrating how you follow the recognition procedure. Perhaps you could enlist the help of family or friends for the recording. What do you think?

ok i could but what if sisal replies to me again that they don't like the selfie? i.e. the point is that it's up to them to decide, can i ask sisal to send me what i sent them from their link and then forward it to you? that way we can have them explain exactly what's wrong with the 30 selfie videos already taken by me, without that i think it's a continuous request to redo the procedure by sisal, can you do that?

va bene potrei ma se poi sisal mi risponde dinuovo che non gli av bene il selfie? cioe il punto è che è a loro discrezione la decisione, posso chiedere a sisal di inviarmi quello che io gli ho inviato a loro dal loro link e poi girarlo a voi? cosi ci facciamo spiegare esattamente cosa non va bene nei 30 video selfie gia fatti dal sottoscritto, senza cio penso sia un continuo chiedere di rifare la procedura da parte di sisal, potete farlo?

Why don't the Sisal people ever intervene here?

perche non intervengono mai qua quelli di sisal poi?

but have you ever had an exchange of communications with sisal?

ma avete mai avuto un scambio di comunicazioni con sisal?

Dear pippobaudoaxitrade,

Although the communication with the casino team is far from ideal, I can confirm I have been in touch with them. How do you think I have received the previous message?

While we would prefer that the casino team responds in the complaint thread directly to you too. We cannot force them to do so. I have encouraged them to do so repeatedly.

I have forwarded them your messages, but it looks like they have lost interest in further discussing your case with me, as I have not received a response from them for over a week.

Sadly, our competencies or ability to somehow influence the process is basically close to zero without the casino team's cooperation.

I will be forced to close this complaint as unresolved. If you have not done so yet, I can only recommend you file a complaint on Sisal Casino with Agenzia delle Dogane e dei Monopoli (ADM); the authority should have more tools or options to help with your case, and the casino must provide the authority all the information in regards to your verification if they request it.

If I don't receive any reasonable response from the casino team until the timer runs out, I will proceed with closing this complaint as "unresolved" in our system. I fully 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.

so to recap you contacted them repeatedly, they responded to you privately but not here and they told you they don't want to pay me without providing the reason and now I have to report them to ADM, and on top of all this you review them as a mess (Security Index: Above average) well excellent I'd say!

thank you and goodbye

quindi ricapitolando li avete contattati ripetutamente, vi hanno risposto in privato ma non qua e vi hanno detto che non mi vogliono pagare senza fornire il motivo e ora li devo denunciare ad ADM , e in tutto cio voi li recensite come casino ( Indice di sicurezza:Superiore alla media ) beh ottimo direi!

grazie e arrivederci

Dear pippobaudoaxitrade,

We always strive to assist players in resolving their complaints to the best of our ability. However, there are certain limitations to what we can achieve, particularly when the necessary evidence to make an informed assessment is not available from either party. In this case, it appears that there is a discrepancy between your account of the situation and the casino's response regarding the verification process.

While you have stated that you adhered to the guidelines and followed the correct procedures, the casino team has indicated that the automated recognition process was not completed as required. Unfortunately, without further evidence or cooperation from both sides, we are unable to reach a fair and conclusive decision at this time. We do, however, expect casinos to communicate clearly with players, adopt a more user-friendly approach to resolving such issues, and explain clearly which documents or pictures do not fulfil the expected criteria.

Although it was not proved that the casino team did something unfair, but given the current circumstances, we decided to mark this complaint as "unresolved" in our system. We understand that this may not be the outcome you were hoping for, and we sincerely regret that we cannot provide a more satisfactory resolution. That said, unresolved complaints impact the casino's rating in a negative way, which may encourage them to revisit their approach. Should the casino choose to engage further, we will reopen the case and notify you promptly.

In the meantime, as I mentioned, we recommend that you consider filing a formal complaint with the Agenzia delle Dogane e dei Monopoli (ADM), as they possess the authority and tools to investigate such matters more thoroughly. The casino is obligated to provide all relevant information to the ADM if requested, which may help advance your case.

Players wishing to make a complaint regarding an operator that they feel has violated ADM regulations must first download the relevant document and complete the complaints and suggestions form. The form should then be submitted to Giochi.reclami.online@aams.it.

To address your concern about the Sisal Casino's current rating. Numerous factors are taken into consideration, and complaints are one of them. While I fully understand you might feel this rating doesn't reflect your experience, please bear in mind that the casino has maybe thousands of customers, and while a certain number might experience issues, the vast majority of customers might be happy with them. 

Please check out our Learn About Our Casino Review and Rating Process | Casino Guru to better understand the process. I trust this will give you a better idea.

This being said, I will now proceed to close the complaint.

I am sorry we could not be of more help on this occasion. Feel free to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru