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I have been a loyal regular customer for a year (User: Hakkki1988@gmx.de I deposit approximately €100 daily. I have already made over 100 successful withdrawals.

My current withdrawal request for [Enter amount here] € has not been processed for over 48 hours and is still showing as 'pending'. This violates the withdrawal guidelines in Sultanbet's terms and conditions. Particularly suspicious: my usual withdrawal method (credit card) has been deactivated, and I have been forced to use a bank transfer.

The option to cancel the withdrawal is now blocked in my account, but the status still hasn't changed to 'Completed' and no payment has been processed. Support is only giving me standard platitudes. I request intervention so that my money is released immediately.

Ich bin seit einem Jahr loyaler Stammkunde (User: Hakkki1988@gmx.de) und zahle täglich ca. 100 € ein. Ich habe bereits über 100 erfolgreiche Auszahlungen hinter mir.

Mein aktueller Auszahlungsantrag über [Hier Betrag eintragen] € wird jedoch seit über 48 Stunden nicht bearbeitet und steht weiterhin auf 'ausstehend'. Dies verstößt gegen die Auszahlungsrichtlinien in den AGB von Sultanbet. Besonders verdächtig: Meine gewohnte Auszahlungsmethode (Kreditkarte) wurde deaktiviert, und ich wurde zur Banküberweisung gezwungen.

Mittlerweile ist die Option, die Auszahlung zu stornieren, in meinem Konto gesperrt, aber der Status steht immer noch nicht auf 'Abgeschlossen' und es erfolgt keine Auszahlung. Der Support vertröstet mich nur mit Standardfloskeln. Ich bitte um Vermittlung, damit mein Geld umgehend freigegeben wird."

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Dear Lokiii1988,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

According to their terms and conditions, it takes 24 to 48 hours, so why do they even have terms and conditions? It's always worked fine before; the winnings were on my credit card within an hour. They canceled it and left me no choice but to withdraw to my bank account, which I also use to deposit daily. They've been nothing but trouble for the past month. It's not about the amount, it's about the principle of playing. There are other ways to play, but that provider doesn't wait 48 hours for a deposit either.

Laut deren AGBs 24 bis 48 Std warum gibt's dann AGBs? Es ist doch sonst immer gut gegangen 1 Std war der Gewinn auf der kreditkarte die haben das storniert und mir keine Wahl gelassen nur Bankkonto Auszahlung womit ich auch täglich einzahle. Die haben. Nur Probleme im Moment seit einem Monat. Mir geht's hier nicht um die Summe um das Prinzip spielen. Kann man anderweitig, aber der Anbieter wartet ja auch keine 48 Std auf die Einzahlung

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Lokiii1988,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

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Best regards,

Karla