Sultanbet Casino - Выигрыши игрока были аннулированы.

Hello, I have been playing on Jet10 and Lilibet for a long time. A few months ago these two sites were migrated to Sultanbet as Lilibet and Jet10 are no longer available in Germany. The money from Jet10 and Lilibet was thus transferred to Sultanbet. I placed some sports bets and did a few spins at the casino. I didn't accept a bonus or anything. After a while I wanted to pay out the money. The request was aborted on the grounds that a security call should be made. I was called once during this time, unfortunately I didn't get this call. After that I told support every week that they should please call me. Nothing came for several weeks. Then one day an email came asking me to send some documents. I did this immediately. The next day the email came saying the verification failed and my account is closed. I get the last deposit back of 150€. I never made a deposit at Sultanbet the money just came from migration. I have contacted the seller several times but no response. It seems very strange to me and there are many inconsistencies. I hope you can help me.

Kind regards

Hannah S******

Hallo, ich habe eine lange Zeit auf Jet10 und Lilibet gespielt. Vor einigen Monaten wurden diese beiden Seiten zu Sultanbet migriert, da Lilibet und Jet10 nicht mehr in Deutschland verfügbar sind. Das Geld von Jet10 und Lilibet wurde somit zu Sultanbet übertragen. Ich habe einige Sportwetten gesetzt und ein paar Spins im Casino gemacht. Ich habe keinen Bonus oder sonstiges angenommen. Nach einiger Zeit wollte ich dann das Geld auszahlen. Die Anfrage wurde abgebrochen mit der Begründung, dass ein Sicherheitsanruf durchgeführt werden soll. Ich wurde in der Zeit einmal angerufen, diesen Anruf habe ich leider nicht erwischt. Danach habe ich jede Woche beim Support gesagt sie sollen mich bitte anrufen. Es kam mehrere Wochen nichts. Eines Tages kam dann eine Mail mit der Bitte ein paar Dokumente zu senden. Dies habe ich sofort getan. Am nächsten Tag kam dann die Mail die Verifizierung ist fehlgeschlagen und mein Account ist geschlossen. Ich bekomme die letzte Einzahlung zurück von 150€. Ich habe nie eine Einzahlung bei Sultanbet getätigt das Geld kam nur von der Migration. Ich habe den Anbieter bereits mehrfach kontaktiert jedoch keine Antwort. Es erscheint mir sehr komisch und es gibt viele Ungereimtheiten. Ich hoffe sie können mir weiterhelfen.

MfG

Hannah S******

Dear Hannahsto,

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. Do I understand correctly that your winnings have been cancelled due to a failed account verification? Did you receive any explanation from the casino why the verification has been unsuccessful? 

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

Hello, you got it right. The verification failed and no reason was given in the email and nothing was given to me when I asked. They rely on the T&Cs that if verification fails, the account will be closed. But I never had the chance to verify myself.

Hallo, genau sie haben es richtig verstanden. Die Verifizierung ist fehlgeschlagen und in der Email wurde kein Grund angegeben und auf Nachfrage auch wurde mir auch nichts mitgeteilt. Sie stützen sich auf die T&Cs das bei fehlgeschlagener Verifizierung der Account geschlossen wird. Ich hatte aber nie die Chance mich zu verifizieren.

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

Hi Hannahsto,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Sultanbet Casino to the conversation to participate in the resolution of this complaint.

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 all,

We've gotten in touch with Casino guru's team.

Regards,

Sultanbet Team

Hi Hannahsto,

As soon as I get a clear statement from the casino, I will get back to you.

Thank you for the effort 🙂

Vielen Dank für die Mühe 🙂

Hi Hannahsto,

I'm discussing the issue with a casino rep on Skype. I will keep you updated.

Hi Hannahsto,

I'm trying to convince the casino to give you one more chance to verify your account. I'm waiting for a response.

Dear Sultanbet Casino team,

Can a new verification call be arranged?

That would be awesome. Thank you for trouble

Das wäre wirklich super. Vielen Dank für Mühe

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’.

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.

Hi all,

Please note that we've tried getting in touch with you on Skype as we have some new information.

Regards,

Sultanbet Team

Thank you Sultanbet Casino Team for the update.

Dear Hannahsto,

The casino tried to call you and it seems you missed the call. I sent you an email, please reply to it and we'll see what can be done.

Hi Hannah,

I provided the casino with the recording of our video call and I'm waiting for a response. I will keep you informed.

Dear Hannahsto,

I discussed the situation with the casino rep on Skype and, unfortunately, it doesn't look good. Based on the evidence provided by the casino the data suggests that there is a connection between two registered accounts (one of them is yours). The betting history is practically identical and in both cases, there is a max bet limit applied to both of the accounts. The unfair advantage here is that this way the maximum bet rule was breached. I'm afraid your complaint will be rejected. I can only suggest you open only one account per casino in the future and never let anyone else play instead of you. I wish I could be of more help.

Best regards,

Peter