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

Withdrawal delay and P2P fraud by Sultan Games

I am a VIP Bronze player (ID 786682721). Sultan Games has been withholding my winnings of 1,000,000 KZT for over 3 weeks.

During this time, the casino has engaged in the following fraudulent activities:

They provided fake "Successful" transaction statuses in my account while no money was received.

They provided a fake transaction receipt from a private individual (Magomedov M.) instead of an official bank transfer. This is a clear violation of AML and gambling license regulations regarding P2P schemes.

After 3 weeks of delay, they only released a small fraction (50k/100k) to stall the process.

I demand the immediate withdrawal of my remaining balance plus 1,000,000 KZT as compensation for 3 weeks of deceit and illegal financial manipulations. Total claim: 2,000,000 KZT.

I have all the screenshots, including the Magomedov P2P receipt, as evidence.

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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.