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Hello, my situation is very similar to other complaints I've seen on your site. They haven't unlocked my account, and I keep doing the video selfie procedure from their link. They are stalling, not paying, and using this link as an excuse to do what they want.

ciao , la mia situazione è molto simile ad altri reclami che ho visto sul vostro sito, non mi sbloccano l'account e io continuo a fare la procedura di video selfie dal loro link , prendono tempo non pagano e con la scusa di questo link fanno quello che vogliono

Dear tonynicotraig,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you are now trying to verify your account?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

I didn't use bonuses, I played little on all the games, the casino keeps asking me for the selfie video from their link via email, I've done it 40 times but they don't even tell me it's not good, they just tell me to do it again and again

non ho usato bonus, ho giocato poco su tutti i giochi, il casino continua a chiedermi il video selfie dal link loro via email l'avrò fatto 40 volte ma neanche mi dicono che non va bene mi dicono solo di rifarlo al infinito

Thank you very much for your reply, tonynicotraig. Did you provide any other documents to verify your identity?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello ANTONINO,

To allow us to verify your identity and the accuracy of the data you entered during registration, as required by current legislation, we ask you to send us a copy of your identity document, ensuring that:

corresponds to the identity card or passport or driving licence;

all data is clearly legible;

be complete in all its parts (front and back);

is currently valid.

You can upload your document directly by clicking here (note: in the wizard you will also be asked to take a "selfie" to complete the identity verification).

We remind you that this verification procedure is essential to ensure that the game account is reactivated and not suspended.

Please note that identity verification may take up to 24 hours to complete.

Ciao ANTONINO,

per consentirci di verificare la tua identità e la correttezza dei dati che hai inserito in fase di registrazione, così come previsto dalla normativa vigente, ti chiediamo di trasmetterci la copia del tuo documento d'identità assicurandoti che:

corrisponda alla carta d'identità o al passaporto o alla patente;

tutti i dati siano chiaramente leggibili;

sia completo in ogni sua parte (fronte e retro);

risulti in corso di validità.

Puoi effettuare l'upload del tuo documento direttamente cliccando qui (nota: nella procedura guidata ti verrà anche richiesto di effettuare un "selfie" per completare la verifica dell'identità).

Ti ricordiamo che tale procedura di verifica è indispensabile per far sì che il conto di gioco venga riattivato e non resti sospeso.

Ti informiamo che la verifica dell'identità potrebbe richiedere fino ad un massimo di 24 ore per essere completata.

Thank you very much, tonynicotraig, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you tonynicotraig for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sisal Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

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 Agenzia delle Dogane e dei Monopoli and submit a complaint to them. 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. 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter