Wild Sultan Casino - Player's withdrawal is delayed due to account verification issues.

Wild Sultan have verified all my documents but are having issues with my crypto wallet.

I use a NON CUSTODIAL crypto wallet (Anonymous). There is not 'ownership page' which is what they have requested. I have uploaded everything that the wallet offers but im not really sure the casino understands. I have tried to explain it a couple of times and even sent google links.

I have a 500 deposit in the account I can't use as they have stopped me betting until the documents are verified.

I have added them here for you to help you understand. The wallet is called CAKE wallet and you can try and help them understand.

Hello michaeluffendale,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wild Sultan Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

It’s been well over a week.

ID, selfie, proof of address, bank statement all verified.

This is a very simple complaint. The casino CANNOT get their head round NON CUSTODIAL WALLETS (I use cake) they requested a proof of ownership page where my name, email and DOB is visible. I’ve explained that doesn’t exist as the wallet is anonymous (Like most crypto wallets. I’ve sent my receiver address proof, proof of deposit and transaction hashtag.

The Casino just needs to engage their logical brain, move with the times and have an understanding of non custodial wallets.

They have said they would get back to me in 48 hours, that was 72 hours ago.

Hello michaeluffendale,

As the verification has been over 14 days now, can you please advise the they did verify your wallet since your last post or if there's been any update?

If still not, we will try to intervene.

Awaiting your response.

Regards,

Nick

Unfortunetly not. They have not responded to any emails either.

I am being ignored

They responded with a ridiculous response -

Dear Michael,

We hope this email finds you well.

We would like to inform you that a decision has been made to close your account. In light of this, WinOui is prepared to proceed with the refund of your deposit.

To complete the refund of 0.2322015 ETH, kindly confirm your wallet address for the refund by providing the following:

  Proof of Ownership (POO)

  Proof of Crypto address

Once we receive this information, we will process the refund promptly.

Should you have any questions or require further assistance, please do not hesitate to reach out.

Best regards,

Aníbal

Customer Specialist

www.wildsultan.com

----

It's like they have multiple personality disorder! I have a wild sultan account, not the casino they say. I have resent everything from my CAKE wallet. The refund hasn't been processed. It seems they have closed my account as they cannot comprehend what non custodial wallets are. I have sent everything the wallet gives you for 'ownership' It's literally almost nothing though. I sent all the proof of transactions twice and have sent to you.

This has been awful

Dear michaeluffendale,

Can you please forward all the communication between you and the casino regarding this matter to nikolas.b@@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Dear michaeluffendale,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I sorted this with them.

They have left Ireland btw.

Dear michaeluffendale, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru