i have never went through such an absolute FARCE to withdraw money in my LIFE!@#$%^&* repeatedly asked for extra documents with constant 2 delays there bank transfers to my account repeatedly failed AND they said my credit card withdrawal request failed I HAVE NO OTHER WAY TO WITHDRAW MY MONEY the contanst back and forth WITH WORTHLESS support that is impossible to reach has DONE MY HEAD in to the point it has affected my health i would love to take these mongrels to court WORST CASINO I HAVE USED IN MY LIFE!!!! dont EVER use this site!!!!!

Dear mjayare6, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Could you please specify which of your documents were approved and which were declined?

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

Best regards, 

Veronika

i had provided my id and address they took 2 days to reply they said it was accepted make my withdrawal, i withdrew and it was processed another 2 days later then was declined upon asking for my bank statement i provided it and it was approved another 2 days later then the bank transfer failed they said do it again it failed and they replied try another means, i went to the annoying and uncomfortable need of reactivating my eftpos card when i didnt want to.. made another withdrawal request 2 days later i was asked for photos of my card, i provided them 2 days later i was accepted i made my withdrawal request and your guessed it,...2 days later it was declined and i cant even contact support seriously straight screw this site they refuse to pay out theres no rules asides 50$ cash out max attached to my winnings there was no wagering on my free spins i clarified with support (ive also deposited twice (card+skrill)) there was no max bet applied or excluded games played i was completely within the rules and they owe me my winnings they repeatedly tell me one thing then another meanwhile constantly being denied my winnings with delayed response after delayed response this has stressed me out beyond belief this has been a nightmare....

Thank you very much, mjayare6, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub ([email protected]) 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 mjayare6,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Simsino Casino’s representatives to join this discussion in order to resolve this issue.

Dear Simsino Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

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 mjayare6,

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 Kahnawake Gaming Commission (https://gamingcommission.ca/interactive-gaming/complaints/) and submit a complaint to them. 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 ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Jakub