The player from Germany had requested the closure of his account with SultanBet on December 6, 2023, but had not received a response. As a result, he had been able to deposit and lose €2,450 more, and was then requesting reimbursement of deposits made after the closure request. The player had claimed to have a gambling problem and requested an indefinite ban. The Complaints Team had explained the difference between account closure and self-exclusion, and advised the player on how to request self-exclusion properly. However, the player's request for a refund was denied as he had not informed the casino about his gambling problem prior to making further deposits. The complaint was consequently rejected.
Sultanbet Casino - Player's account closing request ignored.
Amount: €2,450
Sultanbet Casino
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7.4
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
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11 months ago
Translation
Good day,
On December 6, 2023, I contacted SultanBet via chat. I requested my account to be closed. I was informed that this would only be possible via email. I closed the chat and requested the closure of my account via email on December 6, 2023. Up until now, I haven't received any response.
Since my request wasn't actioned, I was still able to deposit and lose another €2,450 up until today. How is this even possible? I contacted the casino again today (December 14, 2023), informing them that I want my deposits, made after December 6, 2023, reimbursed. If that does not happen, I will have to seek legal assistance.
I'm hopeful for your help. I managed to take screenshots of the deposits from the history, just before my account will finally be closed tomorrow or whenever else.
Best regards,
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11 months ago
Dear Handi123,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player even if the account remains active and more deposits are made.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance.
Best regards,
Kristina
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11 months ago
Translation
Hello,
I asked for the indefinite ban. Isn't this explicit enough?
I also received an email from SultanBet Casino but they did not reply to my previous one. I will forward everything to you via email.
My reason for closing: uncontrolled gambling, losing money, gambling addiction.
Best regards
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11 months ago
Thank you for your reply, Handi123. I apologize, but we could help and ask for a refund if you requested self-exclusion and clearly expressed your gambling problem in the message. Since I don't see any message in which you informed the casino that you have a gambling problem, I can only recommend how to request self-exclusion properly in case your account is still accessible.
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
In case your account is still open, please send a new self-exclusion request and keep me updated.
Thank you for your understanding.
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11 months ago
Translation
Hello,
So it was clear from my email that I wanted my account blocked indefinitely.
my message to SultanBet Casino said:
Subject: Block account
Hello, I ask you to block my account indefinitely.
plus my personal data username etc.
I tried via chat and via email, both without success. So you see no chance of getting my deposits back after I requested that my account be blocked indefinitely? If this doesn't work, I will seek legal help. So the subject is clear + my message "unlimited blocking of my account" is also clear.
I will send the casino an email again as they wrote to me.
Best regards
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11 months ago
Translation
I sent the email and CCed you. I have again requested my refund of €2450.
Best regards
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11 months ago
Translation
I have now received confirmation that my account has been closed. However, SultanBet does not respond to my request for repayment. I cc'ed you and asked for the refund again.
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11 months ago
I apologize, but we believe you would be entitled to a refund only in case you informed the casino about the gambling problem before making deposits. The casino had no way of knowing about your issue, so I don't see any valid reason why your deposits should be refunded. We would like to help, but it is impossible for us under these circumstances. If you disagree with our opinion, you can always contact the licensing authority as they have more options and tools to help.
Since your account has already been closed, there is not much we can do. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
