Wild Sultan Casino - Delay in player's withdrawal due to excessive document requests.

All my documents were approved for ID as you can see in screenshots attach here.

The MAIN problem is my withdraws.They said that i need to upload documents about my bank account(ID)and or bank statement.If they don't have this they can't proceed.

They already have lot's of documentation,even with my picture.

I make my depot with Interact so they can pay by Interact WITHOUT asking me for other prove.When i make my depot did i need their bank account info or did they need mine?No of course so they can make the depot by interact.They can send me a password of course if necessary but all other casino(7 others casinos)never ask me documents for depot.I understand that some casinos can ask for documents but NOT my personal info from my bank.NO WAY,how can have confidence to send personals bank info to a casino who's impossible to join?

March the 1st they send me an email to mention that they BLOCKED me for DEPOT because that "in view of your comments you deposit have just been blocked" (screenshots).They add:"Thank you for your patience an understanding" but they NEVER CAME BACK.

March 3 i send them a long email(screenshots).They still didn't answer and today it's March the 8th.

So withdraws is the issue.Does a license casino are allowed to ask very personals infos like bank account?

With my respects "Guru" i invite you to go on the website of "Trust Pilot" and type "Wild Sultan"Reviews are so horrible and these reviews are very recent (december 2023;January-February-March 2024)A lot's of these people have the same problems than me.

I thank you very much "Guru" in advance.I spent lot's of hours to win this money at roulette tables.

Dear PlymouthFury1970,

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.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?
• According to the forwarded screenshot, your Proof of Address hasn't been accepted either. Is that correct?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela and thank you for taking my complaint.Sorry in advance i speak french and i do my best.

Yes the main problem is,as you mention:"That verifying in the payment method seems the only obstacle standing between you and your winnings" as i mention in my long last comment that you can see above.

I had to sent not 1,not 2 but 3 different prove of my address that they finaly accept!They didn't accept one of these documents at the beginning saying that it was cropped.I send them the SAME document 2 days after that they accept!Bizarre!So the prove of adress is no more an issue but hey want to see my personals infos on my bank account!No way an never in my whole life i'm gonna send them these documents and.

Honestly Petronela i don't understand your point when you mention that KYC is so important:they already have 3 documents with my adress and one of them has my picture.And,did you see the horrible comments for "Wild Sultan" especially when you go on "Trust Pilot" and type "Wild Sultan".Nobody has confidence with these guys.The only reason why they have a high index security on "Guru" is because the good comments were like 5 years ago and the last two comments are horrible.I understand the process of KYC but i ask you Petronala with all my respects:Would you give your personals infos to someone who's absolutely impossible to join?Hiding in fiscal paradise?Located at Curucao, a place were you get a license so easily just like in a cereal box?There is almost zero supervision for these tons of casinos out there.

We are talking that they are severe about verefication to avoid money laundering:How many casinos are making THEMSELVES money laundering?What are they gonna do with my banking account info?

It's so bizarre cause i'm register in 7 others online casinos,casinos with a very high index of security and NO ONE of them ask me what "Wild Sultan" ask me!The money is right in my account without asking me nothing!(Leo Vegas;King Billy;Rocket Play;Rizk" etc. )using Intercat.When you use Interact,no need to know the other person their personals infos.

On a forum on FB someone told me this:"They are having Curaco gambling license.They can delay your withdrawl but CAN'T refuse your withdraw.If they scam you for this you can file official complaint to gambling license provider"Ok so,how i do this?After you if it's working where do i go?Is there REALLY a serious gambling commission who take these cases really seriously?And i i'd love to see is this:"Is it legal to ask someone their personals banking infos?"Big doubts about this!

They don't answer my emails and i always been polite with them.Someone here said that it,s a very bad sign if they don't answer my emails anymore.

On a forum someone told me to that these "types" of casino are doing everything for asking you full of documents HOPING THAT YOU ARE GONNA GIVE UP.

Thank you very much for your cooperation.

Best Regards from Canada.

Normand S******

Hi Petronela,

Did you had contact with "Wild Sultan'?Today March 15 "Wild Sultan" (Henrique)contact me via email.My last email that i send to them was March the 3 2024.They answer12 days after but maybe it's because you contact them?

I'll come back next week with more details but nothing as change and it's even worst!They ask me MORE personal infos than they asked the last time!Zero casinos ask me for infos like this!

Have a nice week-end Petronela.

Normand S******

Thank you very much, PlymouthFury1970, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello PlymouthFury1970,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Wild Sultan Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hi Dominka,

I'm a little bit in a hurry this morning but Wild Sultan left me a message the March 15.My last email to them was March the 3.I except a response from them way before that.They ask me for very personal info of my banking account to withdraw.Actually,they ask MORE documents about my banking info than they asked before!

Zero casinos ask me for my bank account personals infos.

You write me that i can invite Wild Sultan to join the conversation,but HOW i do this here?

Every governement or bank on this planet said/recommend to NEVER send ANYTHING if we don't have the garanty that it's not secure.I m sorry but i have zero confidence in Wild Sultan.The critics about them are simply horrible,especially on "Trust Pilot".

But of course im ready to talk with them and with you.

Have a nice day.

Thanks for your assistance.

Normand Synnott

Hello PlymouthFury1970, I've just received information from the casino that they will send you the withdrawal. Could you please confirm once you have received the payment, please?

Hi Dominika,

Don't worry i will tell you if a receive a deposit from "Wild Sultan"

Thank you.

Normand

Hi Dominika,

Still no depot from "Wild Sultan" today March the 21.

Here you'll finf 4 differents screenshots:

1)Warnings from my governement about sending personals banking infos.Honestly i knew that before but i have to document me request to you and to them

2)Screenshots of my request withdraw.It' now almost a month since a ask for a first withdraw.I think it's against their laws TO HOLD MONEY.

3-4 )Screenshots of their last email March the 15 and my answer to them today the 21 March....

Thanks again for your assistance.I put lot's of energy with that but for $710.00 it's worth it.

Normand Synnott

Hello from WildSultan and thank you for expressing your concerns with regards to your player account,

We would like to first off apologise for the inconvenience felt on your behalf on account of the verification of your account, and let you know that your satisfaction as a customer is of the utmost importance to us.

Likewise, so too is your security and WildSultan wishes to express to you that player security is something that we take extremely seriously.

We would like to inform you, that as a casino we cater to multiple players from different markets who use different deposit and withdrawal methods, and for many of those methods we are required to verify the payment details in order for our players to receive their winnings to the correct account.

Such is the case, that in your instance this was not actually required and therefore, WildSultan would like to extend our apology to you for having mistakenly requested such documentation from you for your withdrawal.

Additionally, we would like to inform you that your case has been resolved and your winnings have been subsequently verified by the team.

We hope you will find the above in order, and let you know that we appreciate you as a customer and wish you many great wins in the future!

Best regards from the Sultan,

Hi "Wild Sultan" and Dominika from "Guru",

I confirm that i received today march 22 (2024) my withdraws requests for a total of $710.00.

Thank you both for your assistance and a big thank you to "Guru" and Dominika.

Normand

Dear PlymouthFury1970,

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.

Best regards,

Dominika

Casino.Guru