Sultanbet Casino - Player’s casino account repeatedly reopens.

Hallo Casino guru,

ich brauche eure hilfe. Das Sultanbet lässt mich immer wieder mein Konto öffnen obwohl ich denen geschrieben habe es zu sperren ohne der möglichkeit es wieder zu öffnen.

Die nutzen meine spielsucht aus.

Bitte helft mir.

Dear alpsko,

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. 

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 forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hallo kristina,

ich habe dir eine email vor ein paar tagen weitergeleitet.

Thank you for your reply, alpsko. I checked the General T&Cs and I found this:

16.4. Self Exclusion: If You want to take a break from gaming for a while, You can exercise the right to exclude Yourself from playing on the Website for a certain period of time by sending such a request via mail to our customer service team. You can choose either a short period (1 day, 7 days, 1 month or 3 months) or a long exclusion period of 6 months or more. If You wish to terminate this exclusion or shorten this duration, a cooling-off period applies.

Any request about self-exclusion (application, revoke or change of period) needs to be submitted via email to support@sultanbet.com. Requests sent via chat may not be actioned due to security considerations.

In case You would like to decrease or revoke the applied self-exclusion, You can send a request from the registered e-mail address. We reserve the right to decline said request upon our discretion.

If Your request is accepted, You shall be notified and a cool-off period will be applied. The cool-off time frame will be considered from the moment We confirm that the request is accepted.

During this time-frame You can contact Us and stop the reopening process. If You do so, Your Account will remain closed for the initially applied self-exclusion period.

Should a self-excluded Customer use different credentials to circumvent our player-protection and anti-fraud mechanisms and be able to register a new Account, We will consider this as a breach of our Terms and Conditions and a fraudulent and intentional bypassing of our self-exclusion measures. As soon as such behaviour is detected, We reserve the right to immediately close the Account and confiscate any balance on the Account.

16.5. The Customer Service team will be more than happy to help You set Your own limits. In the Responsible Gaming section on our Website, You will also find contact details to seek further professional advice if You think gambling has turned problematic

Do you currently have access to your casino account? Have you received any confirmation from the casino that the self-exclusion has been successful? If there is any other relevant communication between you and the casino, please forward it to me (kristina.s@casino.guru). Thank you.

Hi Kristina,

nein ich habe mittlerweile kein zugriff mehr auf mein casino account.

Ich habe dir soeben weiter Emails geschickt, wo man klar und deutlich sieht, wie ich darum gebeten habe mein konto für immer zu schließen, weil ich glücksspielsüchtig bin. Jedoch hat sultanbet bewusst mich immer wieder mein konto eröffnen lassen. Sie haben bewusst meine sucht ausgenutzt und mich immer und immer wieder einzahlen lassen.

Ich fordere sultanbet auf mir das geld was ich da verloren habe, nachdem die mich das immer wieder öffnen lassen haben, gutzuschreiben.

Could you please clarify when exactly you informed the casino about your gambling addiction for the first time? How many times has your account been reopened and closed since then?

How much money did you deposit during this period?

Hallo Kristina,

ich liste nun folgend auf:

Die erste Email habe ich am 22.05.2024 gesendet. Daraufhin wurde das konto dann am 27.05.2024 geöffnet. Dann habe ich am 31.05.2024 noch mal eine mail geschrieben um es zu sperren. Dann wurde am 04.06.2024 wieder mein konto geöffnet.

Am 06.06.2024 habe ich dann erneut eine email geschrieben um mein konto zu sperren.

Seit dem 22.05.2024, also die erste Email wo ich geschrieben habe mein konto für immer zu schließen wegen spielsucht, habe ich insgesamt 577€ eingezahlt. Die haben bewusst mich einzahlen lassen. Deshalb verlange ich das Geld zurück, nur dass wäre eine gerechte prozedur.

Danke.

Thank you very much, alpsko, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello alpsko,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Sultanbet Casino,

Could you possibly provide additional information regarding the failed self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello,

We've carefully analysed the situation and are intervening to shed more light on the events surrounding the closures and the mentioned reopenings.

It's important to note that, as per our records and email threads, we've never reopened the account without first engaging in a conversation with the user "alpsko". We value our customers' decisions and always inquire about the reason they changed their minds regarding the account status.

Please find the events in chronological order:

(23/05/2024) - The user "alpsko" contacted us with a self-exclusion request due to gambling difficulties. Exclusion was applied, and a confirmation email was sent.

(25/05/2024) - The client contacted us with a request to remove the exclusion. In response, we asked the customer why he changed his mind regarding their account status. We also recommended our alternative safer gambling tools in case he wished to continue with the account status change request. The customer then responded, explaining that he made a mistake in requesting closure due to a bad mood from a private issue. He clarified that he is fully aware of his gambling habits and finances and understands gambling is for entertainment. He acknowledged full responsibility and expressed trust in Sultanbet, stating he would prefer not to use less trustworthy online casinos.

A decision was made to apply a 48-hour cooling-off period before lifting the self-exclusion, allowing the user "alpsko" to contact us if he changed his mind regarding the pending reopening. On 27/05/2024, alpsko's account was reopened after the 48-hour cooling-off period expired.

(01/06/2024) - We received another email with a self-exclusion request. On the same day, a self-exclusion was applied following the customer's request.

(01/06/2024) - Later, the customer contacted us with a reopening request but withdrew the request a couple of hours later, and we made no changes to the exclusion, which was active at the time of this contact.

On the 2nd of June, the customer asked if it was still possible to reopen their account.

This time, we specifically asked the customer why he often changed his decisions regarding the account status. We also inquired about his feelings regarding gambling and whether he still considered gambling to be harmful.

(02/06/2024) - The client shared that he was disappointed with the withdrawal handling time frame as a reason for his exclusion request. He stated he wanted to proceed with reopening his account as he was aware of his gambling perception and considered gambling only for entertainment. Following his explanation, the account was reopened after a 48-hour cooling-off period was applied.

Conclusion:

We strive to adhere to responsible gambling practices and follow the protocols in place to protect our customers. Every request made by the user "alpsko" was handled with due diligence, ensuring he had ample opportunity to reconsider his decisions during cooling-off periods. The repeated reopenings and the explanations behind them of alpsko's account suggested that his self-exclusion requests were made out of frustration and due to commercial reasons. In line with our responsible gambling practices and considering the raised complaint, we have reaffirmed that the account will remain under self-exclusion with no possibility of reversal in any circumstances.

If there are any additional concerns or information needed, please feel free to reach out.

Kind regards, 

Sultanbet

Dear Sultanbet Casino,

Thank you for the provided explanation. I would like to mention that self-exclusion due to a gambling problem is a very serious issue, because the player often loses control over his actions and is not thinking rationally. Informing the casino about a potential gambling problem is an important part of the self-exclusion process and we at Casino.Guru believe that if a player has a gambling problem and informs the casino about it, his account should be permanently closed without the possibility of opening (except for certain situations like when long enough self-exclusion period has already passed - we are talking about years) and also a relevant reopening process, which includes a sufficient cool off period (not a day but at least a week, ideally two) and also communication with the player during this cool-off period for verifying if the request was made in sound mind and wasn't just a temporary failure.

In this case, if the player's account was opened after a few days and all he had to do was to write an e-mail and wait for 48 hours, we do not consider this whole process and also the responsible gambling policy sufficient enough and we recommend improving the whole process. Also, the fact that the user asked for self-exclusion more than once in a short period of time indicates that he is struggling with his gambling behavior and his account should have remained closed.

I would like to ask you if we understood the situation correctly or if there are any other information as to why was the player with a gambling problem allowed to reopen his account and play so easily.

Wenn das hier so hingenommen wird wie sultanbet es beschreibt, dann finde ich das sehr falsch. Meiner meinung nach können die das garnet entschuldigen oder sonst was. Bewusst wurde mir ermöglicht mein konto zu öffnen um mein geld zu verlieren. Nach der ersten mail hätte mein konto für immer geschlossen bleiben sollen, aber sultanbet wusste das ich weiter einzahlen und verlieren werde wegen meiner sucht.

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 alpsko,

Could you provide me with screenshots of your casino deposits so I can see when exactly were the deposits made? Please send all the relevant screenshots to michal.v@casino.guru

Hi Michal,

ich habe dir die E-Mail geschickt mit den ganzen Screenshots der einzahlungen. Es sind am ende sogar mehr als am anfang gedacht, insgesamt 625 euro eingezahlt.

Darf ich fragen ob das Sultan Casino sich bei euch gemeldet hat ? Oder wieso die frage mit den Screenshots ?

Dear alpsko,

Thank you for the provided information. I am in contact with the casino outside of this thread. I will contact you immediately when I have any updates about your case.

Haben die schon was wegen dem gutschreiben gesagt oder stellen die sich total dagegen?

Dear alpsko,

After internal discussions with the casino representative, I am pleased to inform you that the casino has agreed to refund you the full amount of your deposits. You should be contacted by a casino representative shortly.

I will keep this complaint open until I get a confirmation from you that you have received your funds.

Super, vielen dank. Danke an euch Casino Guru und danke an sultanbet, dass sie zugestimmt haben. Danke!

Ich gebe bescheid wenn ich das geld erhalten habe.

Ich kann hiermit bestätigen das ich das geld erhalten habe. Somit kann die beschwerde als gelöst geschlossen werden!

Danke noch mal an Casino guru!

Dear alpsko,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it 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,

Michal V from Casino.Guru