Sultan Games Casino - Player's bonuses are blocked and account is restricted.

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Dear Assilbek,

Thank you very much for submitting your complaint. Please allow me to ask you a few questions so I can better understand your situation.

Could you please confirm your current real-money balance in your casino account?

In case you can access your account, could you please attach a screenshot confirming your current balance?

As per the bonus restrictions, unfortunately we have no grounds to request any action from the casino. It is purely the casino's decision whether you are granted access to promotional offers.

Thank you for your understanding.

Best regards,

Attila G.

Balance 2.95 kzt

Dear Attila,

Thank you for your response and clarification.

I would like to clarify that my complaint concerns the unjustified blocking of bonus features on my Sultan games Casino account. Specifically, the following bonus sections are completely unavailable to me:

Legend sultan city

City of heroes

Wheel of Fortune

These bonuses are shown as available on the platform, but are selectively blocked for my account without any explanation and without citing any violation on my part.

I understand that the casino has the right to decide on promotional offers. However, the permanent and selective blocking of bonus features without transparent reasons creates a sense of unfair and non-transparent treatment toward the player.

I kindly ask, if possible, to request an official explanation from the casino:

regarding the reason for blocking these bonus sections;

and whether any hidden sanctions or restrictions are applied to my account.

Thank you for your assistance.

Kind regards,

Dear Assilbek,

Thank you for your response.

Unfortunately, as I have already mentioned, we are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program and promotional offers without prior notification. While we understand the importance of keeping customers informed about any changes that may impact their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not.

As you have already confirmed that your complaint is not about a pending withdrawal or funds stuck in your account, I am forced to reject this complaint.

I apologize for not being able to provide more assistance in resolving this case.

Thank you for your understanding, and please do not hesitate to reach out if you have any further questions or concerns.

Best regards,

Attila