Sultanbet Casino - Бонусные выигрыши игрока были аннулированы.

Good day,

I claimed a €250 non-sticky bonus at the casino.

It is clearly stated that real money and bonus money are treated separately in a non-sticky bonus.

I placed €250 of my REAL money on a sports bet and then played with the bonus in the casino and unfortunately didn't win anything.

But then my bet won.

When I wanted to cash out, I was told that I had violated the terms and conditions.

I can't really imagine that with a NON-Sticky Bonus.

Please check for legality.

Kind regards

Guten Tag,

ich habe bei dem Casino einen 250€ Non-Sticky Bonus in Anspruch genommen.

Es wird ganz klar benannt, dass bei einem Non-Sticky Bonus Echtgeld und Bonusgeld getrennt behandelt werden.

Ich habe 250€ von meinem ECHTgeld auf eine Sportwette gesetzt und danach mit dem Bonus im Casino gespielt und leider nichts gewonnen.

Meine Wette hat dann aber gewonnen.

Als ich auszahlen lassen wollte, wurde mir gesagt, ich hätte gegen AGB verstoßen.

Das kann ich mir bei einem NON-Sticky Bonus eigentlich nicht vorstellen.

Bitte prüfen sie auf Rechtmäßigkeit.

Mit freundlichen Grüßen

Dear Geiergier666,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino about which exact rule has been breached and why your winnings have been confiscated? Was the reason to cancel your winnings that you have placed one single bet greater than the maximum allowed one?

Lastly, could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions.

If there's any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear Geiergier666,

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,

didn´t see it.

That´s what they wrote.

I answered, that I think, a NON-Sticky Bonus is not sticked to Bonus MOney and I cas use like I want - no answer.

I had the 100% Non-Sticky Welcome Bonus

I'm truly sorry but if you placed a single bet of €250 and then this bet won, I'm afraid we won't be able to help you. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. 

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Geiergier666,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.