Sisal Casino - Jogador solicita reembolso devido ao cronômetro não aplicado.

Good morning, I've encountered an issue with Sisal Casino.

I had set a timer for blocking various casino games after 1 hour and 50 minutes of play.

The games in question were practically all, except for sports betting, scratch cards, and lottery games.

This timer resets every midnight and ADM (Agenzia delle Dogane e dei Monopoli) mandates that casinos enforce responsible gaming. Therefore, they were required to stop me from playing after 1 hour and 50 minutes (the time set).

Unfortunately, the casino allowed me to continue playing from midnight until 3 AM, a full 3 hours of play without activating the timer. Hence, I am requesting a refund of the amount I had at the expiration of the timer, because if they had adhered to what I had set, I would still have the money I had at 1:50 AM.

The amount is €800.

buongiorno, ho riscontrato un problema con sisal casino.

avevo impostato un timer per il blocco di diversi giochi del casino dopo 1 ora e 50 di gioco.

i giochi in questione erano praticamente tutti a parte scommesse sport, gratta e vinci e giochi lotto.

questo timer si rinnova ogni volta a mezzanotte ed è adm (agenzia dogane e monopoli) che obbliga i casinò a rispettare il gioco responsabile, pertanto erano obbligati a farmi smettere di giocare dopo 1 ora e 50 (tempo impostato)

purtropoo però il casino mi ha fatto continuare a giocare da mezzanotte finì alle 3 del mattino, 3 ore di gioco completo senza attivare il timer, pertanto richiedo il rimborso della cifra che avevo allo scadere del timer, perché se avessero rispettato quello che gli era stato imposto da me a quest’ora avrei i soldi che avevo all’ 1 e 50 di notte.

l’importo è 800€

Dear marisacarpentieri27,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sisal Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you asked the casino for a refund already? With what result?
• Could you please explain when the incident happened? (date) and when you set the daily time limit for your account?
• Could you please explain which games you played in the casino?
• If there is any communication between you and the casino regarding the issue please forward it to my email at tomas@casino.guru

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,

Tomas

I already asked the casino for a refund but they still haven't responded.

The accident occurred between Monday and Tuesday night from midnight to 2.45 in the morning and continued throughout the day.

I played the evolution games at the live casino

I set the timer the day before, on Monday I had the 10 minute timer, on Tuesday at midnight the 1 hour and 50 minute timer came into effect

ho già chiesto al casino un rimborso ma ancora non rispondono.

l’incidente è avvenuto tra lunedì e martedì notte da mezzanotte alle 2 e 45 del mattino ed è proseguito anche durante la giornata.

ho giocato ai giochi evolution del casino live

ho impostato il timer il giorno precedente, lunedì avevo il timer di 10 minuti, martedì a mezzanotte entrava in vigore quello da 1 ora e 50

Thanks for your patience.

Did the live games belong to the umbrella of games covered by the time limit based on the information you received?

Has the casino responded to your inquiry yet? Could you please share what they replied?

they were back in the timer, the casino has not yet responded to my request

si rientravano nel timer, il casino non ha ancora risposto alla mia richiesta

the casino replied to me and according to them they respected the times, the evolution timelines say otherwise

il casino mi ha risposto e secondo loro hanno rispettato i tempi, le cronologie di evolution dicono il contrario

Thanks for the update.

I understand that this must be disappointing.

Since the casino is basing its decision on an internal investigation, there is little we can do to dispute its conclusions.

If you believe the casino came to the wrong conclusion we would need additional evidence to make any counterarguments.

Kindly request your gaming history from the casino in Excel format from said period so we may check it ourselves.

The gaming history is a log of every bet taking place in a period you specify,

Forward the file to my email at tomas@casino.guru for review.

I apologize for the inconvenience.

I'm sending you the history files now, the casino says I played less than 1 hour and 50, instead I have the history

vi mando adesso i file delle cronologie, il casino dice che ho giocato meno di 1 ora e 50, invece ho la cronologia

it doesn't let me send the email

non mi fa inviare la mail

Dear marisacarpentieri27,

Thanks for sending the evidence.

Could you please advise what the remaining amount of time left on the timer after your game session at 3 AM ended to your knowledge? If you can provide a screenshot evidence please do so here.

after playing 4 hours the timer still had 1 hour left, the timer always restarted

dopo aver giocato 4 ore il timer mancava ancora 1 ora, il timer ripartiva sempre

Thank you very much, marisacarpentieri27, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

A thousand thanks

grazie mille

the casino still hasn't offered me a refund

il casino ancora non mi ha offerto il rimborso

Hello marisacarpentieri27,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Sisal Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

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 marisacarpentieri27,

I have tried to contact the casino but haven't received any updates from them regarding your issue. 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 ADM (Giochi.reclami.online@aams.it) and submit a complaint to them. The Gaming Authority has more options and tools to help players. You can find more information about ADM here.

Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal V