Sultanbet Casino - プレイヤーのアカウントは閉鎖されました。

I opened an account at sulatenbet and won 2900 USD. I succesfully finished KYC and requested my first withdrawal. After that my account was blocked without any reason and sultanebt has not comminicated with me since then.

Hello michel83,

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 since when is your account fully verified?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

my account is fully verified since February 26. I did use the welcome bonus but finished all wagering requirements, so the 2900 USD are real money. The last time I heard from the casino was March 1st after I wrote to them about the login issue. They answered that their team will look into it.

Best wishes,

Rene

Hello Nick, I am still waiting for your response!!

Hello michel83,

Would it be possible to forward the communication between you and the casino related to this case before we would try to reach them?

Please send it to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Hello Nick,

there has not really been a communication between me and Sultanbet Casino, but I sent you the e-mail I wrote to them and their automated response.

Best Regards,

Rene

Thank you michel83 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you michel83 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sultanbet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear Peter and michel83,

Following a thorough investigation of the account's activity, we have identified a violation of our Terms and Conditions.

The specific sections of our General Terms & Conditions that have been violated include: #3 & #7.8.

As a result, we would like to inform you of the following actions taken:

The account has been permanently closed in line with Section #6.4 of our Terms and Conditions.

However, as the winnings obtained from bonuses were acquired in breach of our policies, they have been deducted, and the initial deposit amount of $500 will be returned back in line with Sections #7.10, #7.8, #6.3.10, #10.1.1 of the Terms and Conditions.

We are in contact with the player via email. We are waiting for a confirmation regarding the crypto wallet to process the refund.

Please let us know if we can assist with any further information.

Thank you for bringing this to our attention.

Kind regards

Sultanbet Team

Thank you for the update Sultanbet Casino representative. Would it be possible to provide me with evidence of the breach of policies? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear michel83, we would like to ask you to confirm your refund has been successful. Thank you in advance!

Hello,

I have received a refund of 500 USD, but why was 2,400 USD deducted from my balance? What exactly have I done to break your Terms and Conditions??

Dear Peter and CasinoGuru,

We would like to follow up regarding the email we sent on Monday to peter.c@casino.guru.

Please let us know if any further information or action is required from our side. We are available and happy to assist.

Thank you.

Best regards,

Sultanbet Team

Thank you for providing me with the information Sultanbet Casino representative.

michel83, The casino has presented substantial evidence indicating the existence of multiple accounts associated with you. It is a well-established industry standard that one person may only operate one account using their name. Maintaining multiple accounts constitutes a clear violation of this policy.

Given these circumstances, we find the actions taken by the casino to be justified. Subsequently, we will reject your complaint. Thank you for your understanding!