Sultanbet Casino - Затримка зняття коштів

Hello,

I won at this casino.

When I wanted to pay out, €500 was canceled due to the terms and conditions clause. Unnecessary and annoying, but I accepted that and requested another withdrawal.

Now the withdrawals keep getting rejected without informing me of the reasons.

I am very dissatisfied and just want my money.

After that I won't play there anymore, please help me.

Hallo,

ich habe bei diesem Casino gewonnen.

Als ich auszahlen wollte, hat man mir 500€ aufgrund der AGB Klausel gestrichen. Unnötig und ärgerlich, aber das habe ich akzeptiert und eine weitere Auszahlung beantragt.

Jetzt werden die Auszahlungen ständig abgelehnt ohne mich über die Gründe zu informieren.

Ich bin sehr unzufrieden und möchte einfach mein GEld haben.

Danach werde ich dort nicht mehr spielen, bitte helfen sie mir.

Dear Phatty,

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

Dear Phatty,

Have you received your withdrawal from the casino yet?

No I haven't.

Nein, habe ich nicht.

Hi Phatty,

As you have been previously informed by our team, your account is currently under investigation for suspicious activity.

Once there is an update, you will be notified by our customer support.

Regards,

Mira

Sultanbet

What am I suspected of please?

Wegen was werde ich bitte verdächtigt?

Hello everyone,

Thank you both for your replies.

Dear Mira and Sultanbet,

Could you please indicate how long this investigation usually takes?

Hi Phatty and Kristina,

I'm waiting for update on this. I've asked for more information today and once I know more, I'll reply here.

Regards,

Mira

You have requested my current phone number by email.

I sent it to them to ask them to call me AFTER my working hours.

No need for secrets 😉

Sie haben meine aktuelle Telefonnummer per Mail angefragt.

Die habe ich ihnen geschickt, mit der Bitte mich NACH meiner Arbeitszeit anzurufen.

Kein Grund für Geheimnisse 😉

Thank you for this information Phatty.

Please await our team to get in touch with you.

Regards,

Mira

I've been waiting for over a week now. No call or contact from you.

This can not be! I finally want my money. What they are doing is dishonest.

Ich warte jetzt seit über einer Woche. Kein Anruf oder Kontakt von Ihrer Seite.

Das kann doch nicht sein! Ich will endlich mein Geld. Was sie da veranstalten ist unseriös.

Dear Mira,

Is there anything new regarding the investigation of Phatty's activity?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello,

the phone call has now taken place and I can confirm that the money was paid to me.

Thank you for your cooperation

Hallo,

das Telefonat fand jetzt statt und ich kann bestätigen, dass mir das Geld ausgezahlt wurde.

DAnke für Ihre Mithilfe

Awesome news, Phatty. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.