The player from Austria has deposited money into casino account but the funds seem to be lost. Player’s complaint has been resolved successfully.
Sultanbet Casino - Player’s deposit has never been credited to her casino account.
Amount: €100
Sultanbet Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I transferred 100€ with rapid transfer so it was debited from my account and sent a screenshot of the debit because the money was not booked. The casino says the money hasn't arrived and now they keep me waiting. I then paid in 3x 50€ each with skrill, that worked, but where are my 100€ from rapid transfer payment?
Automatic translation:
Public
Public
2 years ago
Dear Gluecksmaus,
Thank you very much for submitting your complaint and forwarding your payment receipt. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider as you did already. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.
Could you please advise if it was your first deposit attempt in this casino using rapid transfer?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Additional comments from the player:
"Thanks, the money has arrived."
Automatic translation:
Public
Public
2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Gluecksmaus, for your confirmation, and please don’t 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.
Best regards,
Petronela
Casino.Guru
