Sisal Casino - Рахунок гравця передчасно закрито без повернення коштів.

Good day, Sisal has taken the initiative to terminate my contract by sending me a registered letter to my home address. Upon receiving this communication, the account closure terms were not respected where the regulation provides and as also written on the registered letter. 15 days should elapse from receiving the notification before the account is closed, but my gaming account was closed before the prescribed 15 days. In addition, they have not returned the balance on my gaming account as outlined in Article 17 of the gaming contract. I am seeking damage compensation of 5000 Euros and will proceed legally if this is not granted. Below is the picture of the termination.

Buongiorno Sisal mi ha fatto di propia iniziativa il recesso di contratto inviandomi una raccomandata a casa ,visto tale vomunicazione nn sono stati rispettati I termini di chiusura conto gioco dove il regolamento prevede e anche scritto sulla raccomandata decorsi 15 gg dal ricevimento della presente il sui co to verrà risolto , ma il conto gioco è stato chiuso prima dei 15 gg previsti dalla legge, in più nn mi restituisce il saldo sul mio co to gioco come prevede l art 17 del contratto di gioco ,chiedo risarcimento danno di euro 5000 in più procedo per vie legali se tale nn vi è concesso .sotto la foto del recesso

Hello giuseppef1326,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sisal Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise what was the reason of blocking your account? When exactly got your account blocked? How much real money balance did you have left on the account?

Please note that as long as the casino will pay out the remaining balance, they have the right to close your account anytime for any reason.

Looking forward to your answer.

Regards,

Nick

My account was closed on February 14th, with a registered letter received at home on February 8th 2024, art. 15 was communicated 15 days after receipt of this letter and this was not respected. For the balance of my account no I know exactly the amount but I certainly had an available and withdrawable balance

Il mio account è stato chiuso il gg 14 di febbraio, con raccomandata ricevuta a casa il gg 08 febbraio 2024 ,l'art 15 e comunicato decorsi 15 giorni dal ricevimento della presente e ciò nn e stato rispettato .per il saldo del mio conto nn so esattamente l'importo ma di sicuro avevo saldo disponibile e prelevabile

Hello giuseppef1326,

Can you please forward that statement from the casino to nikolas.b@casino.guru? Did they or you contact them contact you regarding the withdrawal of the remaining balance from your account?

I am contacting them every day, no one knows where my money went. Article 17 of the gaming code provides that the concessionaire pays the balance of the gaming account. The closure was not done correctly given that the regulations were violated set by adm .

I sent her an email from giuseppe.*****@alice.it where I sent her the email that I forwarded to sisal with no response for 17 days

Li sto contattando tutti i giorni nessunonsa dove sono finiti I miei soldi.l art 17 del co tratto di gioco prevede che il concessionario paga la giacenza del.conto gioco .la chiusura nn è stata fatta in modo corretto visto che sono state vilate i regolamenti imposti di adm .

Le ho inviato un email da giuseppe.*****@alice.it dove le ho inviato l'email che io ho inoltrato a sisal senza risposta da 17 gg

Hello giuseppef1326,

Can you please clarify when was the letter sent and when exactly did you receive it?

The letter was sent on January 30th, I received it with a signature from the post office on February 8th and in the procedure a document is valid from notification not from sending

La lettera è stata inviata il gg 30 di gennaio ,io l ho ricevuta con firma dell ufficio postale il giorno 08 febbraio e in procedura un documento è di valido dalla notifica no dall' invio

Hello giuseppef1326,

Can you please clarify the exact amount of remaining balance on your account?

I don't remember exactly but whatever my positive balance is I must receive it

Nn ricordo esattamente ma di sicuro qualunque esso sia il mio saldo positivo io lo devo ricevere

Hello giuseppef1326 and thank you for all the information provided so far. As we will require more details from the casino regarding your remaining balance and the refund, your complaint will be forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, giuseppef1326,

I am sorry to hear about your troubles. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Sisal Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been closed?

Was there any remaining balance in his account? If yes, what did happen with it? Should the user expect a refund?

If there was no balance or we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

branislav.b@casino.guru you must send the complaint via certified e-mail sisal.reclami@lamiapec.it directly to the administrative office

branislav.b@casino.guru devi inviate il reclamo tramite pec sisal.reclami@lamiapec.it direttamente all ufficio amministrativo

We would like to ask the casino to reply to this complaint. We are extending the timer. 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 giuseppef1326,

I was in contact with the casino outside of the thread, and it seems they are not interested in communicating or cooperating with us regarding your issue.

As standard, I should close the complaint as unresolved, which would have a negative impact on the casino's rating on our website. However, before I do it, I would like to ask you to try to contact the casino using the following contacts (received from the casino, but you need to contact them yourself):

+39 0282900563

info@sisal.it

Then please let me know if there is any progress. I will set you a timer for about 1 week and wait for your reply and update.

Looking forward to hearing from you.

No one answers me by email, on the phone they don't want to collaborate in repaying my account balance. Sisal stole my money and this is a mess under ADM licence?

Nn mi risponde nessuno mezzo email , al telefono nn vogliono collaborare alla restituzione del saldo del mio conto .Sisal mi ha rubato i miei soldi e questo è un casino sotto licenza di ADM?

Thank you for your reply and the update, giuseppef1326, and I am sorry for the delay.

Unfortunately, as was mentioned above, since we have not received any relevant information from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend you contact ADM and submit a complaint directly to the regulator. You can find more about the complaint process HERE. In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru