Sultanbet Casino - Акаунт гравця закрито через залежність від азартних ігор.

My account was closed on February 07 2025 due to gambling addiction. On February 24 2025 suddenly VIP manager contacted me on Telegram and stated that I won 50$ in my account and he knows that my account is closed for gambling addiction. So he reopened my account. After that I deposited multiple times and loss about 630$.

Hello Alprince2001,

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

• Could you please forward the self-exclusion request as a full e-mail and the communication with the VIP manager offering you 50$ to nikolas.b@casino.guru?
• Is your account currently still open?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nicolas,

I have sent you 2 emails as requested.

The account is closed yesterday. And yesterday I was in contact with the vip manager and support arguing about the account reopening also I requested to refund my deposits which made last 24 hrs.

Hello Alprince2001,

Can you please advise what did they respond regarding your refund?

They should definitely pay back all the deposits you made since they have reopened your account not just for the last 24 hours.

Please forward any additional communication you had with the casino related to this case to my e-mail.

Regards,

Nick

They refused to pay. I forwarded all the messages I have saved.

Thank you Alprince2001 for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Alprince2001,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Sultanbet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Michal and Alprince2001,

Thank you for bringing this to our attention. We can confirm that your refund has been processed on our end.

Please note that refunds typically appear on card statements within 5 to 10 business days. Depending on your bank, the refund may show up either on the date of the original deposit or the date the refund was credited. This varies by bank and country, so we recommend checking both dates on your statement.

If you need any further assistance, feel free to reach out.

Best regards,

Sultanbet Team

Thank you Sultanbet Team for your understanding and cooperation. I have received only 9 transactions out 11 transactions, so two transactions are not received yet. Kindly check again and send the remaining.

Thank you

Dear Sultanbet Casino,

Can you confirm for us the number of processed transactions?

Hi Michal and Alprince2001,

We’d like to inform you that all transactions have been successfully processed on our end.

Alprince2001, if anything is still missing, please reach out to our customer support team with your bank statement, and we’ll be happy to investigate further.

Best regards,

Sultanbet Team

Dear sultanbet,

Please see my transaction history (11 transactions)

The transactions I didn't receive are:

50.30€ and 40.24€

And here are the transactions refunded to my account

Dear Alprince2001

Could you send the bank statements to the casino for further investigation, as per their instructions? We will keep the complaint open until you receive all of your funds.

I have sent the transactions details to the casino support.

Dear Sultanbet Casino,

We are looking forward to hearing from you.

Dear Michal,

I have received the remaining 2 transactions,You may close this complaint now.

Thank you 🌹 for your assistance and support.

Dear Alprince2001,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru