The player from Germany has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Sultanbet Casino - Player’s withdrawal has been delayed.
Amount: €1,039
Sultanbet Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I won at this casino.
When I wanted to pay out, €500 was canceled due to the terms and conditions clause. Unnecessary and annoying, but I accepted that and requested another withdrawal.
Now the withdrawals keep getting rejected without informing me of the reasons.
I am very dissatisfied and just want my money.
After that I won't play there anymore, please help me.
Automatic translation:
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2 years ago
Dear Phatty,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Hi Phatty,
As you have been previously informed by our team, your account is currently under investigation for suspicious activity.
Once there is an update, you will be notified by our customer support.
Regards,
Mira
Sultanbet
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2 years ago
Hello everyone,
Thank you both for your replies.
Dear Mira and Sultanbet,
Could you please indicate how long this investigation usually takes?
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2 years ago
Hi Phatty and Kristina,
I'm waiting for update on this. I've asked for more information today and once I know more, I'll reply here.
Regards,
Mira
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2 years ago
Translation
You have requested my current phone number by email.
I sent it to them to ask them to call me AFTER my working hours.
No need for secrets 😉
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2 years ago
Thank you for this information Phatty.
Please await our team to get in touch with you.
Regards,
Mira
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2 years ago
Translation
I've been waiting for over a week now. No call or contact from you.
This can not be! I finally want my money. What they are doing is dishonest.
Automatic translation:
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2 years ago
Dear Mira,
Is there anything new regarding the investigation of Phatty's activity?
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2 years ago
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’.
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2 years ago
Translation
Hello,
the phone call has now taken place and I can confirm that the money was paid to me.
Thank you for your cooperation
Automatic translation:
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2 years ago
Awesome news, Phatty. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
