Wild Sultan Casino - Pelaajan voitot takavarikoidaan ja tili suljetaan.

I won a substantial amount of money from this casino. About a week later they closed my account and told players from my country are not eligible to play anymore. Finnish players were allowed to play in this casino when I played but the moment I won a nice amount, they confiscated my winnings and banned Finnish players. Wild Sultan told me that they reviewed my account and accuses me of cheating/collusion/fraud. This could not be further away from the truth. This casino is scamming players. I just found out about casino guru and that is why this happened a while ago without me making a complaint before.

Dear Vennu,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino. To better understand your situation and assist you effectively, could you please clarify the following:

• What types of games did you play?
• Have you passed the full KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Have you made any successful withdrawals from this casino before?
• Am I correct in understanding that your account was closed back in October 2024?

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

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Hey,

Thank you for your quick reply. I played Gates of Olympus and this was not excluded in the terms while having an active bonus. Previously I had made a succesful withdrawal from Wild Sultan and my account had passed their KYC procedure prior to that.

I won with an active bonus and yes, this was last autumn.

Is there any chance that someone from your household or using the same IP address also created an account at this casino?

Have you used any VPN or IP-masking software to alter your true location while accessing the casino?

Hello,

No, wasn't using a VPN or other IP-masking software and no other accounts have been in the same household.

Thank you very much, Vennu, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Vennu,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Wild Sultan Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Wild Sultan Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

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.

Dear Vennu,

Unfortunately, the casino representative has not yet joined this thread to clarify the situation or engage in the resolution process. However, I was able to reach out to a representative externally, and they have confirmed that the matter will be escalated to the appropriate department for further review and assistance.

As part of our standard procedure, I am extending the timer by an additional week to give the casino sufficient time to thoroughly investigate the case and provide a proper response.

Thank you for your continued patience and understanding.

Dear Vennu,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

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

Best Regards,

Kubo