Sultanbet Casino - A retirada do jogador foi adiada devido a uma chamada de verificação.

Good day. I opened an account at Sultanbet. After winning, I requested a withdrawal, which was canceled because I needed to verify my account (which is completely fine). I have sent a copy of my passport, a selfie with a note, and proof of residency. Despite this, they tell me that they need to make a verification phone call. They asked me for a time slot to do it, and it has been two days without a call. They are making me waste time waiting. When I contact support chat, all they tell me is that the team in charge is looking into the issue.

Could Casinoguru assist me?

Buen día. He abierto una cuenta en Sultanbet . Luego de ganar, solicité un retiro de fondos , el cual fue cancelado porque debía verificar mi cuenta (lo cual está perfecto). He enviado copia de mi pasaporte, selfie con nota, comprobante de residencia. Así y todo me dicen que deben hacerme una llamada telefónica de verificación. Me pidieron una venta ya horaria para hacerlo y hace dos días que no me llaman. Están haciéndome perder tiempo esperando. Cuando contacto al chat de soporte lo único q me dicen es que el equipo encargado está viendo el tema.

podrian desde casinoguru ayudarme?

Dear Violesarto,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify the date the casino provided for your verification call? Was this date confirmed by the casino representatives?

Additionally, have you provided the correct contact details to ensure the call proceeded smoothly?

When was the last time you reached out to the casino's customer support regarding the verification call?

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

Best regards

Veronika

Dear Violesarto,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.