The player from Germany struggled with a prolonged verification process, resulting in losing control over his gambling habits and losing winnings. He requested expedited verification, account lock, and a refund of the lost money. The complaint was closed as the player stopped responding
Sultanbet Casino - Delayed verification leads to player's lost winnings.
Amount: €800
Sultanbet Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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6 months ago
Translation
I had won 1800 Euros over the weekend. The verification process was taking longer than expected and my withdrawal requests were repeatedly denied since I was unverified. Unfortunately, I lost 1000 Euros in the process. After losing this amount, I requested a withdrawal for the remaining 800 Euros. Due to the lost amount, I realized that I was losing full control and consequently, I initiated a chat to inquire about the status of my verification and pleaded for it to be expedited so that I could withdraw my money before I would lose more. I also inquired about options for locking my account to prevent the loss of the remaining 800 Euros. Regrettably, these issues were not addressed in the chat and I have the chat logs to validate this. As I had dreaded, I lost the 800 Euros due to lacking control over my gambling habits. I would like to request a refund of the 800 Euros.
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6 months ago
Hello raoulwa,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sultanbet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino is not responsible for your balance if you play with it during this period.
Looking forward to your answer.
Regards,
Nick
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6 months ago
Translation
Hello, thanks for the help!
The verification process has been running since last Friday. I understand that the process may take time. As can be seen in the chat transcript, I contacted them seeking help and said that I had already lost €1000 of my winnings and asked and asked that my account be restricted so that I could not continue playing and lose money. Sultanbet has not addressed this in any way. So even though I mentioned that I needed to rest, was afraid of losing and asked to restrict my account, Sultanbet did nothing. Then I lost the money. In my opinion that is not correct. It can happen that the verification process takes a little longer, but they definitely should have responded to my request regarding responsible gaming!
My account has been permanently blocked since yesterday evening after I asked for it several times in the chat and I had to write an email and now, at my request, before I lose any more money. I received no support from Sultanbet here.
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6 months ago
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I am happy to provide the chat transcript again if it is not properly linked to the submission of this complaint.
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6 months ago
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At the very least, I insist on getting my deposited €300 refunded because Sultanbet did not adhere to the rules of responsible gaming. The amount in dispute that I actually want to achieve is €800, as Sultanbet has neither taken the measures I requested for this account balance nor reacted in any other way regarding responsible gaming
Edited
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6 months ago
Translation
Sultanbet has now clearly informed me that from their point of view they have done nothing wrong and therefore I would not get my €800 refunded. In my opinion, you are not taking responsible gaming seriously at all. I ask for the help of the Casino Guru team!
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6 months ago
Hello raoulwa,
Please forward any additional conversation with the casino to nikolas.b@casino.guru.
Unfortunately based on the chat transcript, the casino did nothing wrong. Most of casinos have outsourced live chat agents who can't do anything with the player's account and that's why it is important to write an e-mail reqeust.
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