Sultan Games Casino - Player’s withdrawal is delayed and claims fraud.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Am I correct in understanding that the casino processed the payment you requested 3 weeks ago only on 9 January?
• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification?
• What types of games did you play to accumulate your winnings?

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

Best regards

Veronika

Hello Veronika,

Here is my update and answers to your questions:

1. Withdrawal history: This was my first withdrawal.

2. Account verification: Yes, I have successfully passed KYC.

3. Games played: I played slots.

Important Update: After I involved the Regulator and published this complaint, the casino sent me 50,364 KZT via private P2P transfers from private individuals (not from the casino's official bank account). This is another proof of their illegal shadow operations.

However, the main issue is NOT resolved. The casino still hasn't explained why they sent me a falsified bank receipt for 100,000 KZT (from "Magomedov M.") earlier. I am still demanding full compensation of 2,000,000 KZT for fraud, document forgery, and weeks of psychological stress. I will not close this complaint until I am fully compensated for their deceptive actions.

I want to highlight a critical issue for the attention of Casino Guru and the CGA Regulator.

The casino is deliberately using money laundering techniques by sending payments via private P2P transfers from random individuals (like 'Murad' and others) instead of official corporate bank accounts. This is a clear attempt to bypass tax laws and financial monitoring.

Even more serious: the casino support team provided me with a digitally forged bank document (a fake receipt for 100,000 KZT). In any jurisdiction, document forgery is a criminal offense.

By paying me a small portion (50,364 KZT) through 'shadow' channels today, they have admitted their debt. However, I refuse to settle for this. I demand a full investigation into their fraudulent practices and a total compensation of 2,000,000 KZT. If my demands are not met, I will escalate this case to the Financial Investigation Unit (FIU) and provide all evidence of their illegal P2P network

Dear Jaro and Veronika,

I am attaching the official bank statements (Kaspi Bank) for the recent transfers.

You can clearly see that these payments were made by private individuals, not by the casino. Also, the amounts do not match the official withdrawal requests I made earlier. This is undeniable proof that the casino is using illegal P2P channels and is providing false information about their payment processes.

My total claim of 2,000,000 KZT remains active until full compensation is received through legal channels.

Dear Jaro and Veronika,

I am providing undeniable proof that Sultan Games is deceiving both me and this forum.

1. Fake Receipt: The casino sent me a receipt claiming a transfer of 100,000 KZT from a private person. However, my official bank statement shows that this money never arrived. This document is a complete forgery.

2. Illegal Payment Methods: My bank statement shows only small P2P transfers from private individuals (like 'Murad M.') instead of official corporate payments from Sultan Games.

3. Missing Funds: Where is the official payment from the casino? My bank statement proves that Sultan Games has not sent a single tenge from their official accounts.

I am attaching the screenshots of their 'fake' 100k receipt and my actual bank history as proof. This is not just a delay; this is financial fraud. I demand the full amount and compensation for this manipulation.

Additionally, I want to report that after I filed this complaint, all my active bonuses and earned cashback (over 10,000 KZT) have suddenly disappeared from my account. This looks like another attempt to pressure me or punish me for seeking help. I have a screenshot proving the bonus was there.

Please note that at Casino Guru, we do not investigate issues related to merchant names or merchant codes used by casinos to process transactions. Additionally, we do not mediate requests for compensation related to alleged fraud, forgery, or psychological stress. Our role is limited to assisting players with obtaining funds that were legitimately won during regular gameplay but are experiencing issues with withdrawal.

To continue with the investigation, could you please specify which withdrawal requests you have not yet received in your bank account? Kindly provide the exact dates, amounts, and payment methods of these withdrawal requests, and please include a screenshot from your gaming account confirming each request.

Hello Veronika,

To clarify the situation with the figures:

Regarding the 50,000 KZT withdrawal: I have received this amount, but it arrived in two separate P2P transfers (47,000 and 3,000 KZT) from private individuals.

Regarding the 100,000 KZT withdrawal: This is the main issue. The casino provided a receipt for 100,000 KZT, but my bank statement proves that this money never arrived. This document was 100% forged or fake.

I have now received my total balance of 150,000 KZT (50k + 100k) only after I opened this complaint. The 100k was paid much later via different private transfers, proving their initial 'receipt' was a lie.

I confirm the funds are now received, but I want to record that the casino uses forged documents and illegal P2P payment methods.

The funds were received via private P2P transfers from individuals (like Murad M.), not from the casino's official account.

The payment was made only after 20 days of delays and constant lying from the support team.

Hello Veronika,

I have an important update regarding my case.

Although I received the 150,000 KZT balance, the issue with the casino is not fully resolved. I have just received an email from their VIP manager (Kristina) admitting that my deposit of 42,607 KZT from December 18, 2025, is still missing due to a "technical error" by their payment provider. I have provided the casino with my bank statements to prove the funds were never returned.

Furthermore, my cashback/bonus balance of 10,314 KZT has completely disappeared from my account without any explanation immediately after I filed this complaint. I have screenshots showing this balance before it was removed.

Please do not close this complaint as 'Resolved' yet. The casino still owes me these funds and is trying to use technical excuses to avoid paying. I am waiting for them to credit my deposit and restore my bonuses.

Update: The casino manager replied. They finally admitted the 42,607 KZT deposit is still 'in work' after a whole month. They are also making excuses about the 10,314 KZT cashback, asking what 'type' of cashback it was, even though I provided screenshots.

Also, they are trying to justify using private P2P transfers (from individuals like Murad M.), which I find highly suspicious for a licensed casino.

Please keep the case active. They are clearly stalling. I will only consider the case resolved when all funds (deposit + remaining withdrawal + missing bonuses) are in my account.

Dear Nurda20205

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you Nurda20205 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sultan Games Casino for their help in resolving this complaint. We would like to know what the issue is with the deposit and what we can do to help the player receive their funds.

Thank you!

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.

I have tried to contact Sultan Games Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their 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 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 that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter