Sultanbet Casino - Pelaajan tili on suljettu.

I opened two accounts at this casino and deposited 1,000 USD in total. My first account (mkunerth) was opened on February 4th 2025, I deposited 500 USD and lost it all. Unfortunately I opened the first account in EUR and asked sultanbet to change the currency to USD. They told me to close my account and open a new one with currency USD.

So sultanbet closed my first account and I opened a second one (mkunerth1) on February 25th 2025, I also deposited 500 USD and won 2,300 USD.

After that I tried to withdraw my winnings and sultanbet closed my account and hasn't answered to my mails for weeks now.

At least I want my deposits (1,000 USD) back!

Dear mkunerth1,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. To assist you better, could you please provide more details regarding your situation?

• Could you forward me the communication between you and the casino’s customer support when you realized your account was in EUR and wanted to change the currency, and they advised you to create a new account? My email address is veronika.f@casino.guru. Alternatively, you can post screenshots here.
• Am I correct in understanding that you only opened your second account after your first one was closed and that there was no balance left in it?
• Have any of your accounts been fully verified?

I hope we can help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Hello Veronika,

I sent you the communication between me and sultanbet Casino concerning the closure of my first account (mkunerth). The main communication concerning the currency change request was via Live chat and I haven't made a screenshot.

I opened the second account after I received the mail by sultanbet that my first account has been closed. Only my second account (mkunerth1) is fully verified.

Best wishes, Michael

Have you received my e-mail? I am still waiting for your reply, thank you!

I sincerely apologize for the delay in responding. We’re currently handling over 1,300 active complaints. While we do our best to reply as quickly as possible, it’s not always feasible to address all messages immediately. Please rest assured that we have a 7-day response window for each case and always aim to follow up as soon as we can. Thank you for your patience and understanding.

I’ve reviewed the email you sent me. Could you please also forward the initial message you sent to the casino? Based on the communication you provided, there’s no mention that the casino’s customer support recommended closing your original account and creating a new one. I also didn’t find any information indicating that it was not possible to change the currency of your account.

According to the casino’s response, your account was closed, and you were advised to contact them again if you wished to reopen it, not create a new account.

Looking forward to your reply.

As I already wrote in my last message that the initial communication was via Live Chat. I am pretty sure that sultanbet has a copy.

I already wrote in my last message that the initial communication was via Live Chat. I am pretty sure that sultanbet has a copy.

Please note that casinos are not obligated to store or provide copies of live chat conversations, and we cannot demand this kind of evidence from them. It is the responsibility of the player to provide as much relevant evidence as possible.

Without a record of the conversation in which you were allegedly advised to create a second account, we are unable to verify this claim. This is an important step in the investigation since creating multiple accounts is generally against casino rules and usually leads to the confiscation of winnings.

Could you please forward me the original version of this email, along with any other communication with the casino that you haven’t shared with me yet? Thank you in advance for your cooperation.

Hi Veronika, I just sent you the original e-mail. I've already sent you all other relevant communication!

Why don't you just invite sultanbet to this discussion, I am sure they will confirm our communication, thank you!

Did you receive any emails from the casino after your second account was closed? Did the casino state the reason for confiscating your winnings and closing your account?

No, I haven't received any explanation. I have been waiting for 1 month now! Can you please finally invite sultanbet to this discussion???

After an internal discussion within our team, I’m sorry to inform you that we will not be continuing with the investigation of your case.

Unfortunately, we have not received any evidence indicating that the casino suggested you create a second account. It appears that the new account was created on your own initiative.

Due to these circumstances, and due to the reason that you actively used both of your accounts, we are unable to assist you further, and your complaint will be closed and marked as rejected.

Thank you for your understanding.

Best regards,

Veronika