Wild Sultan Casino - El jugador tiene problemas para acceder a los juegos después del depósito.

Had sooo many problems with this casino since signing up.

Recommended the site by my partner two months ago (he played there a year, no issues till now). Couldn't deposit. Every card said failed even though bank said wasn't them.

Fast forward two months and my partner showed me the EU card you have to use. Managed to deposit €500. Uploaded all my KYC. Account was verified.

No games spin though. I get an error message on all of them. First I was told it was a known error. Then chat told me the 'deposits had been locked' and they would lift it, not sure why this effects games.

5 days later and the games still won't work and no matter how many times I go on chat or email there is no resoltuion. Partner having the same issue on his Winoui account.

So I have €500 deposit I cannot play with or withdraw?

Help

Hello sagfelicia,

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 is your account fully verified?
• Did you and your partner ever use the casino from the same device?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Two weeks ago fully verified.

Never used same device. MAY have use same internet when he was showing me how to deposit, as it is almost IMPOSSIBLE to deposit on their site.

They keep just giving me the 'We will make sure this is looked at etc etc'. Nothing happens. Just stuk in limbo.

Hello sagfelicia,

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

I can do but it's a stupid amount.

Forwarded it, but it's the same copy and paste.

Might be more efficient to actually get the casino involved now in the complaint....

They just sent me the below email -

Hello [information hidden] ,

I hope you're doing well.

Please note that your account has been closed in accordance with the following provisions of our Terms and Conditions, which you accepted when you registered:

3.5 Any attempt to circumvent or evade security controls will result in account closure and confiscation of winnings.

15.4 Wild Sultan reserves the right to refuse to open an account or to close an existing account without having to provide an explanation.

Best regards,

-------

I was fully verified.

I have made one deposit (After over a month of trying) of €500 with my card (which they verified).

I have made 0 bets and have 0 winnings. My €500 deposit is trapped in the account.

Help!

They have just sent me the below email -

Bonjour [information hidden],

J’espère que vous allez bien.

Veuillez noter que votre compte a été fermé conformément aux dispositions suivantes de nos Termes et Conditions, que vous avez acceptées lors de votre inscription :

3.5 Toute tentative de contourner ou d’éluder les contrôles de sécurité entraînera la fermeture du compte ainsi que la confiscation des gains.

15.4 Wild Sultan se réserve le droit de refuser l’ouverture d’un compte ou de fermer un compte existant sans devoir fournir d’explication.

Bien cordialement,

-------

I was fully verified.

I have made one deposit (After over amonth of trying) of €500 with my card (which they verified).

I have made 0 bets and have 0 winnings. My €500 deposit is trapped in the account.

Help!

Hello sagfelicia,

Can you please confirm who did the card you deposited with belonged to?

You have mentioned earlier that your deposit method did not work and your partner showed you some kind of card - was the card his or does it belong to you?

Thank you for clarification.

Regards,

Nick

It was mine.

You had to use firefox and enable some things to get it to work.

They sent that email above though and I haven't bet with the money. It was a deposit I have never been able to use.

They have not refunded it.

Help

Thank you sagfelicia for all the information provided so far. As we need to gather further information from the casino, your complaint will be now forwarded to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you,

Casino has fallen silent on me.

Dear sagfelicia,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Wild Sultan Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Wild Sultan Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Thanks.

Still no response or refund on the deposit. They emailed about a week ago to say they had passed to management but not heard.

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’ which may negatively affect its rating.

Dear sagfelicia,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo