Sultanbet Casino - La autoexclusión del jugador falló.

Hello, I have excluded myself from playing live chat due to gambling addiction. The casino did not implement this in the chat but offered me a cashback. I asked the casino for a refund as I was still able to deposit.

Unfortunately, management has not responded to this day.

Gute Tag, ich habe mich im Live Chat vom Spielen ausgeschlossen aufgrund der Spielsucht. Das Casino hat dies im Chat nicht umgesetzt sondern mir noch einen Cashback angeboten. Ich habe das Casino um eine Rückerstattung gebeten, da ich weiterhin Einzahlen konnte.

Leider hat sich das Management bis heute nicht gemeldet.

Hello Basel999,

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 advise when exactly did you request the self exclusion from the casino? Did you mention gambling addiction to the live chat? Is your account currently still active?

Can you please forward the full communication with the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Good morning Nick, thank you for taking care of my problem.

I am happy to send you the chats via email with proof that I have informed the casino about my gambling addiction.

Management has probably been dealing with the case for three weeks and is considering the refund, but it can't be that it takes that long. I'm always stalled.

Love from

Basle999

Guten Morgen Nick, vielen Dank dass du dich meinem Problem annimmst.

Gerne sende ich dir die Chats via Email mit dem Beweis, dass ich das Casino über meine Spielsucht informiert habe.

Das Management ist wohl seit drei Wochen mit dem Fall beschäftigt und prüft die Rückerstattung, das kann aber nicht sein, dass man so lange dafür braucht. Ich werde immer nur hingehalten.

Lieben Gruss

Basel999

Thank you Basel999 for all the information. I will now forward your complaint to my colleague Jozef who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Basel999,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

Hi Basel999,

We've gotten in touch with Jozef from Casino Guru to discuss the matter in more detail.

Regards,

Mira

Sultanbet

Hi again Basel999 and Jozef,

We've investigated the case internally in more detail.

Please note that closure requests are handled only via email. This is done to ensure that the request is coming from the account holder.

We've provided Jozef from Casino Guru with a screenshot of our support team advising Basel999 to send an email so we can close their account.

After the email was received, we've take the necessary measurements.

We believe the case was handled accordingly and therefore, no refunds will be made.

Regards,

Sultanbet Team

Good evening Sultanbet,

just ridiculous.

Please check your Responsible Gaming Policy, it says you are there for the customers and nothing more.

So seriously: I'll contact you in the chat and write I'm addicted to gambling?

Her answer: Would you like a cashback...

is this the right way to deal with gambling addiction?

No hint what to do, no option offered to set a deposit limit.

This is the worst service and I'm glad other players see how little they do for player protection.

They have failed in their responsibilities and best of all they have even offered bonuses.

Refund the money otherwise it will be even more embarrassing for you.

Thanks

Guten Abend Sultanbet,

einfach lächerlich.

Schauen sie bitte in ihre Responsible Gaming Policy, da steht dass Sie für die Kunden da sind und mehr nicht.

Also im ernst: Ich melde mich bei Ihnen im Chat und schreibe ich bin Spielsüchtig?

Ihre Antwort: Möchten Sie einen Cashback...

ist das ihr richtiger Umgang mit der Spielsucht?

Kein Hinweis, was zu tun ist, keine Option angeboten ein Einzahllimit einzustellen.

Das ist der schlechteste Service und ich bin froh, dass andere Spieler sehen, wie wenig sie für den Spielerschutz machen.

Sie haben ihre Verantwortung verfehlt und das beste sogar noch Bonusse angeboten.

Erstatten Sie das Geld zurück sonst wird es noch peinlicher für Sie.

Danke

Dear Basel999,

I have directly discussed your case with the casino representative, unfortunately, they have made their final decision, and they refused to make any compromise or refund.

In casino.guru, we believe that the casino environment should be safe. This is not the case. The support has reacted incorrectly with the terms of responsible gambling, and when you mentioned gambling addiction, they should inform you about options of how you can self-exclude your account (or just inform you that your account will be blocked) but not offer you a cashback bonus. Gambling addiction is a serious issue, and it is a great step when a player manages to admit to having it. Such a statement should be respected and not tempted. That is a reason why I consider your complaint justified, and the relevant solution would be to refund you the amount lost before you received the correct information on how to proceed. I am very sorry about the situation, but I am forced to close your case as 'unresolved'. Please, be aware that this complaint will affect their reputation on our website.

Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Let me know if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Basel999,

the casino team informed us that the issue was resolved. Please, could you confirm?

Good day

yes the casino refunded all funds.

Kind regards

Guten Tag

ja das Casino hat alle Gelder erstattet.

mfg

Dear Basel999,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards, Jozef

Casino.Guru