HomeComplaintsWild Sultan Casino - Withdrawal of player's winnings has been delayed.

Wild Sultan Casino - Withdrawal of player's winnings has been delayed.

Amount: Can$600

Wild Sultan Casino
Submitted: 30 Jan 2025 | Resolved : 02 Feb 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Quebec had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The issue was resolved after the player received her funds, and the complaint was marked as 'resolved' in our system. We had communicated that delays were common, but the player expressed dissatisfaction with the processing time and communication from the casino. Ultimately, her winnings were successfully processed.

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I am fully verified. I made a withdrawal request 24 hours ago and the chat service indicated that all withdrawals are processed up to 24 hours. It is now 24 hours and my 600$ is still visible as cancellable which means it has not been processed. I sent an email to finance and to support, both have ignored my emails. I am concerned.

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Dear gpac2024,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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I am well aware of delays. What I find unacceptable is to be told that withdrawals take up to 24 hours to process, and then seeing that 34 hours later, my withdrawal is so cancellable and not being processed at all. Casinos need to do better instead of waiting and hoping you cancel your withdrawal. Honorable casinos communicate well, respond to emails promptly and pay out when they say they will.


i received my funds just now. Thanks, this can be closed.

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Dear gpac2024, 


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 

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