Wild Sultan Casino - Player complains about game discrepancy and lost winnings.

Hello

Im the one of the customer of wild sultan. 20th july i was played Xxxtreme lighting roulette in wild sultan casino around 1.30pm. Suddenly the game was cheated me 160€. My last balance is around 460€

My betting amount was 310€ in each round If i win, the 1st and last column should pay 50€ and middle column should pay 20€. So my winning number is 29. So it should pay for me 360€ including my blance but it pays only 200€ including bet, makes me lost 160€. Please refer my screenshot that i how i betted.

I tried to contact customer service the agent name is mathieu, i was explained my problem and lose. But he don't want to hear my side fair. He Just want to close my chat as soon as possible. And then i chatted with bruno, he registered my complaint. But until now he saying still his supervisor seeing my complaint so i cant assure you exact time. Whenever i ask about my complaint he saying the same thing i really fed up.

I lost my winning money 160€.

I request you to review my complaint and slove this issue as soon as possible.

And wild-sultan casino should refund my money 160€.

Dear josephceline87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward your game history to tomas@casino.guru? Please highlight the exact time of the incident.

If there is any relevant communication you had with casino support, please send me the transcript as well.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello tomas

Thank you for your reply. I sent mail to id what you memtioned in above msg.

But i dont have transcript with me. My timing and winning number everything is on that screenshot. Hope you help to get my refund as soon as

Thank you

Thank you for your email,

Please provide us with any evidence that you won only 160€ from the bet you specified in your post. You usually can access your game history in your account, or alternatively, request it from casino support.

Kindly send this information to me at tomas@casino.guru

Hello tomas

Thank you for your reply. I will send you mail.

Hello, I checked the email you received from the casino.

I wasn't able to check the paytable from the game directly myself, however, I found a review of the game online with this explanation of the situation:

https://www.livecasinos.com/live-casino-games/xxxtreme-lightning-roulette-live-evolution/

"Evolution XXXTreme Lightning Roulette uses a standard European roulette wheel. This means it only has one zero, which is generally better than American roulette. Most Inside and Outside bets have the same payouts as any other live casino roulette game.

The only major difference is that Straight Up bets in XXXTreme Lightning Roulette pay 19:1. That’s a serious drop from the industry-standard 35:1, and a big one from the original game’s 29:1. (...)"

Unfortunately,

this confirms the information you received from casino support.

Please let me know if I overlooked any information, otherwise, I'll be forced to reject the complaint as unjustified.

Dear josephceline87,

I can see the casino contacted you and you posted an update on the situation on our forum. https://casino.guru/forum/casinos/wild-sultan-casino---general-discussion#post-68624

May we consider the issue resolved? Please let me know.

Hello tomas,

Yes the issue was sloved. And i posted my update. I really thank you so much for your help.

Dear josephceline87,

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 issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru