Wild Sultan Casino - A retirada do jogador é adiada sem explicação.

Hello, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Wild Sultan Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Have you made any successful withdrawals before?  
• Could you please clarify when exactly you requested the withdrawal?
• Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Katarina

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Timeline of Events – Wild Sultan CaseBefore June 2025Regular player at Wild Sultan Casino.Several withdrawals successfully processed in the past without any issues.Always played without any active bonus at the time of withdrawals.---June 9, 2025Requested a €3000 withdrawal from my Wild Sultan account.No active bonus at the time of the request.---After June 9, 2025The casino requested standard KYC documents.I submitted a bank attestation from Nickel, which was prepared by a trainee at the bank and contained an error: the card number was manually typed instead of being generated on the official document.I believed the document was valid and submitted it in good faith.---A few days laterI received a phone call from Mr. Antonin, a Wild Sultan representative.He informed me that the document was not acceptable and asked me to provide the official cardholder attestation signed by the Nickel bank director.---Same dayI obtained and submitted the correct official document from Nickel, as requested.---Shortly afterwardWithout any further review of my case, I received an email stating that:My account was closed.My €3000 winnings were confiscated.The decision was "irreversible".---Since that dateI have disputed this decision because:The initial error came from a bank employee, not from me, and I corrected it immediately.I have acted in good faith at all times and complied with every request from the casino.I am not asking for my account to be reopened, only for my legitimate winnings to be paid.

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hi Katarina,I’ve just sent the emails using the address you provided, with the required documents attached.Please let me know if you need anything else.Best regards,

D****** A***********

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you 09876543210 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wild Sultan Casino for their help in resolving this complaint. We would like to know why was the player's account closed and winnings confiscated.

Thank you!

Dear Casino Guru team,

Thank you for your assistance. I would like to clarify the situation once again:

I requested a withdrawal of €3000 on June 9, 2025, with no active bonus.

I had already made successful withdrawals in the past with Wild Sultan, so my KYC had been previously accepted.

During this withdrawal, I first submitted a bank attestation that was incorrectly prepared by a trainee at my bank, who manually typed the card number.

As soon as Wild Sultan informed me of the issue, I immediately provided the official Nickel cardholder attestation signed by the bank director.

Despite this, my account was closed, and my €3000 winnings were confiscated, without any fair re-examination of the corrected documents.

I acted in good faith at all times and complied with every verification request. I am not asking for my account to be reopened, only for my legitimate winnings to be paid.

I hope this provides clarity, and I look forward to Wild Sultan’s explanation.

Best regards,

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.

Hello,

I would like to kindly remind Wild Sultan Casino that I have already provided all the necessary documents, including the official attestation from Nickel bank signed by the director. I acted in good faith and complied with every request.

This withdrawal of €3000 is legitimate, and I expect the casino to honor it. I do not request the reopening of my account, only the payment of my winnings.

If Wild Sultan does not respond, I will consider this a refusal to cooperate and I will escalate my case further with Curaçao eGaming and other authorities.

Best regards,

Player (tiloute)

Hello,

I would like to update this complaint with the latest response I received from Wild Sultan. Instead of re-examining my case fairly, they replied that their decision is "definitive and irrevocable" and even mentioned criminal penalties for "forgery or use of forged documents."

I want to make it very clear:

The first Nickel document I submitted was given to me by a trainee at the bank, and I believed it was valid at that time.

As soon as Wild Sultan informed me of the issue, I immediately provided the official attestation signed by the bank director.

I have always acted in good faith, promptly supplying all requested documents.

I find the casino’s reply intimidating and disproportionate, especially since I have already made successful withdrawals with them in the past. I am only asking for the payment of my legitimate winnings of €3000.

Best regards,

Amandine (username: tiloute)

Dear 09876543210, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear 09876543210,

I have tried to contact the Wild Sultan Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter