Wild Sultan Casino - プレイヤーはアカウントの閉鎖と入金の問題に直面しています。

Dear CasinoGuru Team,

I am writing to officially request your mediation regarding a dispute with Wild Sultan Casino. I am a resident of France, and the total amount in dispute is over 30000euros(deposits made between April 2025 and January 2026).

The core of my complaint is a severe breach of KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations by the operator:

• Admission of expired KYC: On January 8, 2026, a VIP support agent (Emma) admitted in a live chat that my identity documents had expired in April 2025.

• Failure of Due Diligence: Despite the expired verification, the casino allowed me to deposit over 25000 euros via Revolut and an additional 6,000 euros via anonymous Transcash cards after the expiration date without any further checks.

• Bad Faith/Account Blocking: When I raised these compliance issues this morning (Jan 12, 2026), the operator immediately blocked my account without addressing my refund request.

• Irresponsible Gambling: The operator failed to trigger any protective measures despite my massive losses and clear signs of gambling addiction.

The operator’s management (Max) is now claiming that compliance is my sole responsibility, which contradicts the basic licensing requirements for geo-blocking and KYC monitoring.

I have attached the following evidence:

1. Chat transcript where the agent admits the KYC expired in April 2025.

2. The email from "Max" shifting legal responsibility to the player.

3. The screenshot of my blocked account.

I am requesting a full refund of the deposits made during this period of non-compliance. I appreciate your help in mediating this case.

Best regards,

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Nounou12,

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.

• Could you please advise whether you still had winnings locked in your account at the moment of its closure?
• Have you submitted all the information truthfully during your registration process?
• Have you ever used a VPN in this casino?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila G.

Dear Atilla,

Thank you for your message. I will answer your questions:

-At the time of the account closure, I did not have any winnings locked.

-All information submitted during my registration process was truthful.

-The vast majority of my transactions were made from France.

I hope this helps clarify the situation. Please let me know if you need any further information.

Best regards,

Dear Nounou12,

Thank you very much for your response.

Please understand that we are not an agency with the authority to dictate refund policies to casinos. Unfortunately, expirations of KYC verification do not give us sufficient grounds to request refunds from the casino. Further, casinos have the right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities, or for no reason at all.

As you have already confirmed that there have been no funds locked in your account at the time of its closure, I'm afraid I will have to close this complaint.

I am sorry we could not be of more help on this occasion. Please feel free to reach out to us if you experience any issues with this, or any other casino in the future.

Thank you for your understanding.

Best regards,

Attila G.