Wild Sultan Casino - Player created an account from restricted country.

Hi,

WildSultan verified my documents and accepted me as a player when they didn't have the right to in the first place. My document clearly stated that I'm from France, and even on Casino Guru, it says they can't accept players from France (screenshot attached). So they clearly know that from the beginning! So therefore, if they already knew that they can't accept players from France and according to their 2.4 attached here, they couldn't have accepted me and verify me.

On top of that, after I told them that, they immediately block my deposits and later on close my account without any particular reason. Which proves that I was right, and they know they can't accept french players.

I just learned now that WinOui and Madnix are from the same owner, and they didn't accept me as a player, so why did WildSultan?

I'd like all of my deposits back.

Thank you Casino Guru for allowing to post this.

Dear daonigram,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here but correct me if I am wrong, please.

Please, if there is anything else, we could help you with, do not hesitate to contact us, otherwise, we will reject this complaint. Thank you for understanding.

Best regards,

Kristina

This are all my deposits:

Thank you for your reply, daonigram. I understand your point of view, but as I said, casinos can accept players from restricted countries as long as they don't use it as an excuse to confiscate their winnings. Of course, the best way to avoid this is to block such players automatically. However, some casinos cannot enforce it on a software level, and in such cases, the correct approach would be to pay the player's winnings and close their account.

Moreover, if you created your account and lost your deposits by your own choice, we don't think you are entitled to a refund. You could lose your money/deposits the same way in any other casino. I am sure that if you won more money than you deposited, you would want your winnings to be paid out, and not deposit refunded, am I right? I am sorry but have to approach each similar case equally - if the player from a restricted country lost their deposit, they are not entitled to a refund, and if such player accumulated winnings, the casino should pay them out and close their account. Since there were no funds in your account when the casino closed it, the casino doesn't owe you anything.

We share more information regarding this topic in our Fair Gambling Codex.

In this case, I can only recommend that you do more thorough research before creating an account and only play in casinos that accept players from your country.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.