Wild Sultan Casino - La cuenta del jugador ha sido cerrada.

This casino has closed my account without any reason. I won, sent all the documents they asked for, and was patiently waiting for my payout and their response. But today, when I tried to log in and check what is going on because I have been waiting for some update for a while now, my account was closed. Support says it’s because I used edited KYC documents, which is a lie. I didn’t do anything wrong nor did I use edited documents like they said to me, after which they have closed the chat so they don't have to respond, and I’m just trying to get my money. This feels like they’re trying to find any excuse not to pay me. Please help me, this isn’t fair.

Dear deandublin2001,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wild Sultan Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Could you please share the communication with the casino containing the allegations against you?
• Could you please share the documents you submitted to the casino during verification?
• My email is tomas@casino.guru

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

Best regards,

Tomas

Hi,

This casino was new to me and I won money the first time I played. I used welcome bonus that they had. After that I have uploaded all the necessary documents, I believe it was my passport, my statement from the bank and screenshots from skrill. They then requested a statement of my mifinity IBAN which I provided. Next, they asked for a selfie with my passport and a proof of income which I also sent to them. And after that they stopped responding. I reached out to their support multiple times for updates as I was eager to withdraw my winnings. Each time, they assured me everything should be fine. However, when I contacted them last time, I was told that my account was closed due to allegedly using edited documents which is completely false and is a false accusation. I am angry because I don't know what to do to get my money and I feel like they may be making excuses to avoid paying me. I will send you all transcript I can find between me and casino to your email.

Thanks for your reply.

I checked the communication you provided, however, I can't find any mention of you providing edited KYC documents.

• Could you please forward the communication in which this is specified as a reason for confiscation of your funds and could you please forward the documents you submitted to the casino?
• Send the information to my email tomas@casino.guru I apologize for the inconvenience.

I'll await your reply.

Dear deandublin2001,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi sorry I didnt see your response. Unfortunately I don't have screenshot of communication between me and their live chat support who told me that I have used edited KYC document. I am sending you all docs I sent to them to your email

Thank you very much, deandublin2001, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you deandublin2001 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wild Sultan Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

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 deandublin2001, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear deandublin2001, the casino representative has given me an explanation of the situation but due to internal policies, they weren't able to provide me with any evidence that would warrant the blocking of your account. Due to that reason, we are forced to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter