Sultanbet Casino - Играчът не може да тегли пари от Sultanbet.

Good Day,

The Casino has done nothing wrong, however, I am experiencing an issue with the payment method.

I made a deposit using Skrill and subsequently my Skrill account has been closed by the operator without any specific reasoning.

I tried to withdraw funds from SultanBet and was informed by SultanBet that this is not possible due to Skrill's refusal.

Following this, I requested a bank withdrawal which was also denied.

My suggestion to withdraw via Jeton was rejected.

Now, I have money in the casino and there is no option communicated to me as to how I can withdraw it.

Please help me in conjunction with SultanBet to find a solution.

Guten Tag,

das Casino hat nichts falsch gemacht, allerdings habe ich ein Problem mit der Zahlungsmethode.

Ich habe per Skrill eingezahlt und zwischenzeitlich wurde mein Skrill-Konto seitens des Betreibers ohne nähere Begründung geschlossen.

Ich wollte bei Sultanbet auszahlen lassen und wurde darüber von Sultanbet informiert, dass das wegen der Verweigerung Skrills nicht ginge.

Dann habe ich versucht eine Auszahlunge per Bank beantragt, die ebenfalls verweigert wurde.

Mein Vorschlag auf Jeton auszuzahlen wurde abgelehnt.

Jetzt habe ich Geld im Casino und bekomme keine Möglichkeit angezeigt, wie ich das wieder heruas bekomme.

Bitte helfen Sie mir zusammen mit SultanBet eine Lösung zu finden.

Dear Joob2508,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

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,

Petronela

Hello,

that is in the Csae the Problem.

Yes I am verified.

I deposited via Skrill and Skrill closed my Account (don´t mentioned any Reasons).

Now I have my funds at the Asino, but Casino doesn't offer me any other Methods.

So please help me soving this Problem with the Casino together (friendly)

Thank you very much, Joob2508, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hi Joob2508,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Sultanbet Casino to join this conversation and share more information regarding the case.

Can you explain why you are refusing to pay the player using alternative payment methods? If Skrill is no longer an option, what is the solution?

Thank you.

Best regards,

Tomas

Dear Thomas, 

Thank you for bringing this matter to our attention. 

We have made a thorough review of the account in question. 

Please note that due to security and AML reasons when instructing a withdrawal, customers are required to use the same payment method as the one that was made for the deposit. 

We would like to also refer you to the following section of our Terms and Conditions: 

2.4.3. Withdrawals from your Account are made using the same payment method used for the deposit. All information required to withdraw funds from your Account can be found under your profile page by clicking your username and the "Withdrawal" section of the Website. Please note that some methods may not be available in certain countries.

Seeing as how we do offer Skrill as both a deposit and withdrawal option, should the customer be experiencing any issue with their Skrill account they should reach out to the relevant support so that they may assist them with reactivating their Skrill account. 

In the meantime, their balance is waiting on their account and they may feel free to withdraw it via Skrill as that was the method that was used for the deposit. 

We hope this sheds some light on the matter. 

Kind regards, 

Sultanbet

Thank you for the Respone SultanBet.

But I don´t knwo why my Skrill Account was closed, and I am afraid to open up a new one, because of hurting some T&C´s by them.

In your CAsino I wouldn't be allowed to open a second Account either, I guess.

Dear Sultanbet Casino,

With all respect to the casinos' rules in general, we believe that the players should be given an alternative option to withdraw their funds when the initial payment method used for deposit is no longer available to them.

Is it possible to make an exception and let the player withdraw their funds via a different payment method?

Thank you very much.

Kind regards,

Tomas

Now I've been blocked from making withdrawals!

What's going on?

Jetzt wurde ich für Auszahlungen gesperrt!

Was bitte ist da los?

Dear Joob2508,

Upon internal discussion with my team, we believe that Skrill does usually provide reasons for blocking the accounts. Therefore, to proceed with the investigation, I kindly ask you to contact Skrill and ask them why your account has been blocked.

Once you have it clarified, kindly forward the information to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

I already did.

No response.

Have send you the Mails

Dear Joob2508,

After conducting a thorough investigation into your case, it has come to our attention that there may be evidence of money laundering either at the casino or on the Skrill platform. Unfortunately, we are not in a position to pass judgment in cases like this, which makes it difficult for us to make any decisions.

Therefore, we can only recommend you contact the responsible gaming authority:

Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

Once you do so, kindly provide us with proof that you have indeed contacted them so we can close the complaint accordingly. Here is my email address: tomas.k@casino.guru

Thank you for understanding.

Kind regards,

Tomas

Wrote an Email to them, you are in CC.

Thank you, Joob2508, for your confirmation.

As you have contacted the Licensing Authority, we will now close your complaint as ‘Waiting for decision of regulator’. I’d like to kindly ask you to let us know once you have received a reply from the authority.

My e-mail address is tomas.k@casino.guru

Once the decision of the Licensing Authority is known, we will classify the complaint accordingly.

Kind regards,

Tomas

We’ve reopened this complaint at the request of Sultanbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Joob2508,

Good news! I have received information from the casino that they reconsidered their decision, which means you should have already been paid.

Can you please confirm receipt of the payment so we can close the case as resolved?

Thank you.

Kind regards,

Tomas

Dear Joob2508,

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.

Dear all,

Even though we assume that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas