The player from Germany had initially encountered a problem with withdrawing his winnings of around 5000 from Sultanbet Casino. After he had submitted his verification documents, he received no response and was unable to access the withdrawal page. We had reached out to the casino, who confirmed that the player's account had been verified and two withdrawals had been processed. However, the player had reported a discrepancy of 1000 euros which was debited twice from his account. The casino investigated and issued a refund of 1000 euros. The player had confirmed receipt of the refund and expressed gratitude for our assistance in resolving the issue.
Sultanbet Casino - Player is experiencing a withdrawal request error.
Amount: €5,000
Sultanbet Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
I registered about a week ago and managed to get my account balance up to approximately 5000 (including the money I paid in). On Wednesday, I requested a withdrawal. The next day, I received an email asking for documents necessary for verification. Of course, I sent everything on the same day. Since then, I've heard nothing. In the past, I was at least able to request a withdrawal and would receive a message that it had been declined. Now, I can't even open the withdrawal page without encountering an error message.
I'm considering filing a complaint with the licensor in Curacao if I'm unable to withdraw my funds by Wednesday. I also wanted to share my experience here so that other players are aware of this situation with the casino.
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3 months ago
Dear levanivashadze,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
Could you please specify if you provided your identity documents through email or directly through your player profile?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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3 months ago
Translation
Hello, thank you for your feedback. I sent all the documents that Sultanbet requested from me on Wednesday last week and they also confirmed receipt. (ID card, selfie with ID card, photo from credit card,
Electricity bill.
I understand that verification can sometimes take a little longer. I would also continue to wait, but I found it quite strange that my payout page suddenly stopped working and I decided to write it all here, so I feel somewhat protected from the casino closing my account and fraudulently keeping my money with them.
Kind regards
Levani V.
Edited by a Casino Guru admin
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3 months ago
Thank you very much, levanivashadze, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.
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3 months ago
Hello levanivashadze,
I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Sultanbet Casino representative to join this conversation and participate in resolving this complaint.
Dear Sultanbet Casino,
Could you please state why the player's account has not yet been verified?
Thank you in advance for providing the information.
Kind regards,
Stefan
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3 months ago
Hello Stefan,
Thank you for bringing this matter to our attention.
We have investigated the case internally and can confirm that the user's account was fully verified on the 16th of January. We have subsequently paid out all requested withdrawals, one for 2,000 EUR on 18/01/2024 and one for 310.11 EUR on 19/01/2024.
With this, we will consider the matter to be resolved.
Best regards,
Sultanbet Team
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3 months ago
Hello levanivashadze,
Could you confirm if your account was verified and if you have received both transactions?
I am looking forward to your response.
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3 months ago
Translation
They didn't check my verification documents for a long time, then I kept writing to them. At some point I received an email that my account was verified and I can withdraw my winnings (around 5000 back then). I requested the withdrawal but they rejected it again. I wrote and asked for the reason. The answer was that my verification had not yet been confirmed and the email I received was an error. Then they didn't contact me for a long time and I started playing again. The website wouldn't allow me to place sports bets and I kept getting messages saying I couldn't bet. Unfortunately, I then played slots and there was a real trap, I lost 3000 euros without making any significant profit. At some point I applied for the remaining 2000 euros to be paid out. Strangely enough, it worked even though I didn't send any new documents for verification. What was worst about this casino was that one of my deposits was debited from my account twice. I wanted to deposit 1000 euros and 1048 euros were debited twice. I was told by customer service that there was a fee of 48 euros, but no one can say why it was debited twice 1048. They keep demanding various documents from me, I have sent everything including an account statement from Kommerzbank but unfortunately I still don't know where my money has disappeared. I advise everyone to stay away from this casino
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3 months ago
Hello levanivashadze,
I will ask the question one more time. Did you manage to receive the payment of 2000€ and 310,11€?
I'll be awaiting your reply.
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3 months ago
Translation
I received the 2000 and 310.
I'm currently struggling with the casino to find out where my 1000 euros disappeared. I deposited 1000 but 1048 euros were debited from my account twice. Only 1000 is credited to the player account or. I have already sent all the documents that they supported from me. So far no adequate feedback has been received regarding the incorrect debit
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3 months ago
Dear Sultanbet Casino,
Could you comment on this matter?
I'll be awaiting your reply.
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3 months ago
Hello Stefan,
We have looked into the matter thoroughly and can confirm that a refund of 1000 EUR has been issued successfully. Please note that the funds should be transferred back to the bank account within 5 to 10 business days.
With that, we will consider this matter resolved.
Best regards,
Sultanbet Team
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3 months ago
Translation
I can confirm that I got the money back, but I think that without Casinoguru or without my complaint here it would be complicated and difficult to deal with the casino, so I would like to thank Casinoguru very much for existing and helping ordinary people with their rights to protect yourself at casinos.
Kind regards
Levani Vashadze
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3 months ago
Dear Sultanbet Casino,
Thank you for your response and the information provided.
Hello levanivashadze,
Could you let me know once you receive the refund of 1000€?
I'll be awaiting your reply.
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2 months ago
Translation
I can confirm that I got the money back, but I think that without Casinoguru or without my complaint here it would be complicated and difficult to deal with the casino, so I would like to thank Casinoguru very much for existing and helping ordinary people with their rights to protect yourself at casinos.
Kind regards
Levani Vashadze
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2 months ago
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, levanivashadze, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Stefan, Casino.Guru
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