The player from Argentina faced issues with account verification at Sultanbet after requesting a withdrawal. Although she had submitted the required documents, including a passport and proof of residency, a verification phone call remained pending for two days, causing delays in processing the withdrawal. The Complaints Team extended the response time by 7 days, but due to a lack of communication from the player, the complaint was rejected as further investigation could not be conducted.
Sultanbet Casino - Player's withdrawal is delayed due to a verification call.
Amount: $1,300
Sultanbet Casino
Safety Index:Above averageSafety Index
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7.4
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Good day. I opened an account at Sultanbet. After winning, I requested a withdrawal, which was canceled because I needed to verify my account (which is completely fine). I have sent a copy of my passport, a selfie with a note, and proof of residency. Despite this, they tell me that they need to make a verification phone call. They asked me for a time slot to do it, and it has been two days without a call. They are making me waste time waiting. When I contact support chat, all they tell me is that the team in charge is looking into the issue.
Could Casinoguru assist me?
Automatic translation:
Public
Public
2 months ago
Dear Violesarto,
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 specify the date the casino provided for your verification call? Was this date confirmed by the casino representatives?
Additionally, have you provided the correct contact details to ensure the call proceeded smoothly?
When was the last time you reached out to the casino's customer support regarding the verification call?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
