HomeComplaintsWild Sultan Casino - Player’s account has been closed.

Wild Sultan Casino - Player’s account has been closed.

Amount: €1,708

Wild Sultan Casino
Submitted: 15 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

4d 4h 55m 27s

Case summary

The player from Ireland faces account closure after submitting all required documents for a payout. The casino claims he used edited KYC documents, which he denies, and he struggles to get a response from support.

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Public

This casino has closed my account without any reason. I won, sent all the documents they asked for, and was patiently waiting for my payout and their response. But today, when I tried to log in and check what is going on because I have been waiting for some update for a while now, my account was closed. Support says it’s because I used edited KYC documents, which is a lie. I didn’t do anything wrong nor did I use edited documents like they said to me, after which they have closed the chat so they don't have to respond, and I’m just trying to get my money. This feels like they’re trying to find any excuse not to pay me. Please help me, this isn’t fair.

Public
Public

Dear deandublin2001,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wild Sultan Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
  • Could you please share the communication with the casino containing the allegations against you?
  • Could you please share the documents you submitted to the casino during verification?
  • My email is tomas@casino.guru

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

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This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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