Sultanbet Casino - Pelaajan kotiutus viivästyy ratkaisemattomien ongelmien vuoksi.

Opened an account with Sultanbet in the beginning of May. When I tried to withdraw after winning some money, I went through KYC which included ID, selfie with note, confirmation of account ownership at MiFinity, utility bill, pay slips, description of occupation, etc. After having sent all this (last document was sent 20th of May), I have not had any additional requests for documents.

However, the casino keep stalling the withdrawals. I have had multiple tries rejected, and now I get an error message when I try to order the withdrawal. I contacted chat support last Monday (unfortunately I do not have a copy of the chat transcript), and they told me that they lifted the concern/error to the relevant department. But I have not heared back from them.

Assistance from Casino.guru would be highly appreciated.

Dear AtleMa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you haven't made any successful withdrawals yet?
• Do you currently have any pending withdrawals?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi,

No, I have not made any withdrawals yet, they are all rejected. I currently do not have a pending withdrawal as I only get an error message when trying to order one, and the previous attempts have been rejected. I have not had any bonuses, no.

Best regards,

Atle

Still haven't received any response back from Sultanbet. What are the next steps for this complaint?

Best regards,

Atle

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi

I already uploaded transaction history and the email history with kyc requests from Sultanbet and my replies. Unfortunately, I do not have chat history with the dialogue with customer service with regards to the withdrawal. And they have not respoded to these requests via email as they promised.

Best regards,

Atle

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) 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 AtleMa,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Sultanbet Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the issue to us? Is there a particular timeframe, in which AtleMa can expect his withdrawals to be processed? Alternatively is there a different issue preventing him from getting access to his funds? In case there is any confidential evidence relevant to this case, please send it to martin.l@casino.guru.

Dear CasinoGuru Team,

Thank you for the opportunity to clarify the situation.

The withdrawal in question has not been processed yet, as the user’s verification remains incomplete. As part of our standard procedure, we are required to conduct a verification call with the customer before any withdrawal can be approved.

Our team has made several attempts to contact the player on different days and at various times. Unfortunately, all attempts have been unsuccessful, as the player has not answered any of our calls. Please note that, due to the nature of this verification, we do not schedule these calls in advance.

Best regards 

Sultanbet Team

Dear casino representative,

thank you for your response. In case of any discrepancies, we of course believe that arranging a verification call is completely reasonable.

In case you can share this information, can you tell us how many times you've tried to reach the player? Alternatively, can both parties at least agree on a general time of day when the verification call can take place?

Dear AtleMa,

are you willing to undergo the verification call? Is there a particular reason why you couldn't attend it?

I was not aware of this, but will of course complete a verification call.

Best regards,

Atle

Dear CasinoGuru Team,

We would like to inform you that we have successfully contacted the customer via phone.

The relevant details have been forwarded to the appropriate department for further review.

Best regards,

Sultanbet Team

Dear parties,

thank you for your continued involvement in this case. Please keep us updated on any new developments.

Talked to Sultanbet on Monday. Still haven't heared back from them after that.

Dear AtleMa,

can you give us more information regarding the verification call and its results? Was everything cleared up, or are there any new verification requirements?

They asked some control questions regarding my personal details and activity on the website. I answered all questions they had. No further verification has been requested, but I already provided a lot of documents prior to this phone call.

Dear CasinoGuru and AtleMa,

Thank you for your patience and cooperation.

We are pleased to inform you that the player has now been successfully verified. As a result, withdrawals will be processed in accordance with our Terms and Conditions.

The player should now be able to request withdrawals as usual, subject to our daily limits and standard withdrawal procedures outlined in our Terms.

We appreciate your input and support throughout this process.

Kind regards,

Sultanbet Team

Dear parties,

thank you both for your continuous involvement in this matter. I hope the issue will be resolved soon.

Dear AtleMa,

the complaint will remain open until you confirm you have received your funds.

Dear AtleMa,

as more time has passed, could you please update us on the current state of the matter? Have you received any of your funds?

Hi

Yes, withdrawals keep coming. There is a maximum of €1000 per day, so it takes a few more days to complete.

Thank you.

This case may now be closed as resolved. Thank you to all parties.

Dear AtleMa,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Sultanbet Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru