Simsinos Casino - La revisione dell'account del giocatore è stata ritardata.

Hello,

A few months ago, I won at the casino and since then, my account has been under review. I can't play any games, and I can't withdraw my winnings.

I can only log in and do nothing else with my account.

According to support, my account needs to be reviewed. I understand that, but the review process has now been going on for almost 2 months.

I was fully KYC verified.

Hallo,

Ich habe vor paar Monaten in dem Casino gewonnen seit dem wird mein Konto überprüft. Ich kann keine Spiele spielen, Ich kann das gewonnene Geld nicht abheben.

Ich kann mich nur anmelden und sonst nichts weiter in meinem Konto machen.

Laut Support muss mein Konto überprüft werden. Ich verstehe das natürlich aber die Überprüfung dauert nun fast 2 Monate.

Ich war komplett KYC überprüft.

Hello Wochik,

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

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you speak to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Wochik,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

I'm sorry. Unfortunately I didn't see that my case was processed. I'm completely verified. I submitted my ID card and proof of address as well as proof of payment and that was approved. I don't know what else they have to check. In any case, since May 8th, 2024, I can

Can't do anything with the account. Withdrawals aren't processed. Can't play any games.

I am sending a screenshot of my last contact with support.

Hallo,

Tut mir leid. Leider nicht gesehen das mein Fall bearbeitet worden ist. Verifiziert bin ich ja komplett. Hatte Personalausweis und adressennachweis sowie Nachweis der Einzahlung eingereicht und das wurde auch genehmigt. Ich weiß nicht was sie noch prüfen müssen. Jedenfalls kann ich seit dem 8.5.2024

Nichts mehr machen am Konto. Auszahlungen werden nicht bearbeitet. Kann keine Spiele spielen.

Letzter Kontakt zum Support sende ich per Screenshot ein.

Thank you Wochik for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you

Ich danke Ihnen

Hello Wochik,

I'm Michal, and I've taken charge of your complaint. After reviewing your case, I must mention that due to the recent lack of cooperation from the casino in resolving complaints on our forum, the prospects of a favorable resolution to your complaint seem uncertain. Anyway, I will still try to contact the casino to see if we can help.

We would like to invite Simsino Casino to join the conversation.

Dear Simsino Casino,

We kindly request details regarding the reasons behind the delay in reviewing the player's account. Could you also inform us about the estimated completion time for the review process so that the player can resume using their account without any issues?

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 Wochik,

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 now 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. If you have not done that already, I recommend you submit a complaint to EARD here EADR Form - EADR - Reliable and fair out-of-court settlements and submit a complaint to the Kahnawake Gaming Commission here Dispute Resolution - Kahnawà:ke Gaming Commission or directly to their email at complaints@gamingcommission.ca The casino is required to cooperate with them. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru