Sultanbet Casino - У гравця сталася помилка запиту на зняття коштів.

I registered about a week ago and managed to get my account balance up to approximately 5000 (including the money I paid in). On Wednesday, I requested a withdrawal. The next day, I received an email asking for documents necessary for verification. Of course, I sent everything on the same day. Since then, I've heard nothing. In the past, I was at least able to request a withdrawal and would receive a message that it had been declined. Now, I can't even open the withdrawal page without encountering an error message.

I'm considering filing a complaint with the licensor in Curacao if I'm unable to withdraw my funds by Wednesday. I also wanted to share my experience here so that other players are aware of this situation with the casino.

Ich bin vor 1 Woche registriert ca 5000 Kontostand erzielt(einschließlich von mir ei gezahlten Geld) Am Mitwoch habe ich die Auszahlung beantragt, nächste Tag erhielt ich per Email Anforderung von Unterlagen die für Verifizierung erforderlich sind? Hab natürlich alles gesendet an gleichem Tag. Seit dem keine Rückmeldung. Fruher konnte ich zumindest Auszahlung beantragen und kam Nachricht dass es abgelehnt würde. Nun kann ich nicht mal Auszahlung-Seite offnen und kommt Fehlermeldung.

Ich habe vor eine Beschwerde an der Lizengeber i Curacao einzureichen falls es bis Mittwoch mir nicht Geling meine Geld auszuzahlen und wollte auch hier meine Erfahrung teilen damit auch andere Speieler Bescheid wiesen über das Casino.

Dear levanivashadze, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Could you please specify if you provided your identity documents through email or directly through your player profile?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Hello, thank you for your feedback. I sent all the documents that Sultanbet requested from me on Wednesday last week and they also confirmed receipt. (ID card, selfie with ID card, photo from credit card,

Electricity bill.

I understand that verification can sometimes take a little longer. I would also continue to wait, but I found it quite strange that my payout page suddenly stopped working and I decided to write it all here, so I feel somewhat protected from the casino closing my account and fraudulently keeping my money with them.

Kind regards

Levani V.

Hallo, Danke für Ihre Rückmeldung. Die alle Unterlagen,was Sultanbet von mir gefordert hat, verschickte ich am Mittwoch letzte Woche und sie haben auch den Erhalt bestätigt.( Personalausweis, Selfie mit Personalausweis, Foto von Kreditkarte,

Stromrechnung.

Ich verstehe dass Verifizierung manchmal bisschen länger dauern kann. Ich würde auch weiter warten aber das plötzlich meine Auszahlungsseite aufgehört hat zu funktionieren fand ich ziemlich seltstam und hab mich entschieden hier das alles zu schreiben, somit fühle ich mich gewissermaßen geschützt dass Casino meine Konto schließt und betrügerisch meine Geld bei sich behält.

MfG

Levani V.

Thank you very much, levanivashadze, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello levanivashadze,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Sultanbet Casino representative to join this conversation and participate in resolving this complaint.

Dear Sultanbet Casino,

Could you please state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello Stefan,

Thank you for bringing this matter to our attention.

We have investigated the case internally and can confirm that the user's account was fully verified on the 16th of January. We have subsequently paid out all requested withdrawals, one for 2,000 EUR on 18/01/2024 and one for 310.11 EUR on 19/01/2024.

With this, we will consider the matter to be resolved.

Best regards,

Sultanbet Team

Hello levanivashadze,

Could you confirm if your account was verified and if you have received both transactions?

I am looking forward to your response.

They didn't check my verification documents for a long time, then I kept writing to them. At some point I received an email that my account was verified and I can withdraw my winnings (around 5000 back then). I requested the withdrawal but they rejected it again. I wrote and asked for the reason. The answer was that my verification had not yet been confirmed and the email I received was an error. Then they didn't contact me for a long time and I started playing again. The website wouldn't allow me to place sports bets and I kept getting messages saying I couldn't bet. Unfortunately, I then played slots and there was a real trap, I lost 3000 euros without making any significant profit. At some point I applied for the remaining 2000 euros to be paid out. Strangely enough, it worked even though I didn't send any new documents for verification. What was worst about this casino was that one of my deposits was debited from my account twice. I wanted to deposit 1000 euros and 1048 euros were debited twice. I was told by customer service that there was a fee of 48 euros, but no one can say why it was debited twice 1048. They keep demanding various documents from me, I have sent everything including an account statement from Kommerzbank but unfortunately I still don't know where my money has disappeared. I advise everyone to stay away from this casino

Sie haben meine Verifizierungsunterlangen lange nicht geprüft, dann habe ich ständig angeschrieben. Irgendwann habe ich ein Email bekommen dass mein Konto verifiziert wurde und ich kann mein Gewin auszahlen(ca. 5000noch damals) ich habe die Auszahlung beantragt aber die haben es wieder abgelehnt. Ich habe angeschrieben und nach Grund gefragt Antwort war dass meine Verifizierung noch nicht bestätigt ist und Email was ich bekommen habe war ein Fehler. Dann lange haben die bei mir nicht gemeldet ich habe angefangen wieder zu spielen. Webseite erlaubte mir nich Sportwetten zu tätigen, kamm immer wieder Meldung dass ich nicht wetten kann. Leider habe ich dann Sloten gespielt und dort war eine richtige Falle, 3000 Euro habe ich verloren ohne eine nennenswerte Gewinn zu machen. Irgendwann habe ich beantragt gebliebene 2000 Euro auszuzahlen das hat geklappt komischerweise obwohl ich keine neue Unterlagen für Verifizierung abgeschickt habe. Was am schlimmsten war auf dieses Casiono dass eine von meine Einzahlungen wurde dopelt abgebucht von meiner Konnto. Ich wollte 1000 Euro einzahlen es wurde 2 mal 1048 Euro abgebucht. Von Kundenberatung wurde mir gesagt dass 48 Euro Gebühren ist aber warum es 2x 1048 abgebucht wurde kann keiner sagen. Die fordern immer wieder verschiedene Unterlagen von mir, hab alles abgeschickt einschließlich Kontoausdrück von Kommerzbank aber leider ich weiß immer noch nicht wo meine Geld verschwunden ist. Ich rate allen von dieses Casino Abstand zu halten

Hello levanivashadze,

I will ask the question one more time. Did you manage to receive the payment of 2000€ and 310,11€?

I'll be awaiting your reply.

I received the 2000 and 310.

I'm currently struggling with the casino to find out where my 1000 euros disappeared. I deposited 1000 but 1048 euros were debited from my account twice. Only 1000 is credited to the player account or. I have already sent all the documents that they supported from me. So far no adequate feedback has been received regarding the incorrect debit

Die 2000 und 310 habe ich erhalten.

Aktuell kämpfe im mit Casino um herauszufinden wo meine 1000 Euro verschwunden ist. Hab 1000 eingezahlt aber von meine Konto ist 2x 1048 Euro abgebucht worden. Auf Spielerkonto bzw. Ist nur 1000 gutgeschrieben. Ich ha e schon alle Unterlagen geschickt was die von mir gefördert haben. Bisher keine adäquate Rückmeldung bezüglich der falsche Abbuchung bekommen

Dear Sultanbet Casino,

Could you comment on this matter?

I'll be awaiting your reply.

Hello Stefan,

We have looked into the matter thoroughly and can confirm that a refund of 1000 EUR has been issued successfully. Please note that the funds should be transferred back to the bank account within 5 to 10 business days.

With that, we will consider this matter resolved.

Best regards,

Sultanbet Team

I can confirm that I got the money back, but I think that without Casinoguru or without my complaint here it would be complicated and difficult to deal with the casino, so I would like to thank Casinoguru very much for existing and helping ordinary people with their rights to protect yourself at casinos.

Kind regards

Levani Vashadze

Ich kann es bestätigen dass ich das Geld zurückbekommen habe, denke jedoch dass ohne Casinoguru bzw. ohne meine Beschwerde hier wäre es kompliziert und schwierig mit dem Casino zu handeln, sodass ich mich herzlich beim Casinoguru bedanke dass es euch gibt und einfachen Menschen helfen Ihre Rechte beim Casinos zu schützen.

MfG

Levani Vashadze

Dear Sultanbet Casino,

Thank you for your response and the information provided.

Hello levanivashadze,

Could you let me know once you receive the refund of 1000€?

I'll be awaiting your reply.

I can confirm that I got the money back, but I think that without Casinoguru or without my complaint here it would be complicated and difficult to deal with the casino, so I would like to thank Casinoguru very much for existing and helping ordinary people with their rights to protect yourself at casinos.

Kind regards

Levani Vashadze

Ich kann es bestätigen dass ich das Geld zurückbekommen habe, denke jedoch dass ohne Casinoguru bzw. ohne meine Beschwerde hier wäre es kompliziert und schwierig mit dem Casino zu handeln, sodass ich mich herzlich beim Casinoguru bedanke dass es euch gibt und einfachen Menschen helfen Ihre Rechte beim Casinos zu schützen.

MfG

Levani Vashadze

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, levanivashadze, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Stefan, Casino.Guru