Sultanbet Casino - Solicitação de encerramento de conta do jogador ignorada.

Good day,

On December 6, 2023, I contacted SultanBet via chat. I requested my account to be closed. I was informed that this would only be possible via email. I closed the chat and requested the closure of my account via email on December 6, 2023. Up until now, I haven't received any response.

Since my request wasn't actioned, I was still able to deposit and lose another €2,450 up until today. How is this even possible? I contacted the casino again today (December 14, 2023), informing them that I want my deposits, made after December 6, 2023, reimbursed. If that does not happen, I will have to seek legal assistance.

I'm hopeful for your help. I managed to take screenshots of the deposits from the history, just before my account will finally be closed tomorrow or whenever else.

Best regards,

Guten Tag,

am 06.12.2023 habe ich SultanBet per Chat kontaktiert. Ich habe um die Sperrung meines Kontos geben. Mir wurde mitgeteilt dies würde ausschließlich nur per E-Mail funktionieren. Chat geschlossen und per Mail meine Kontoschliessung gefordert (06.12.2023). Bis heute habe ich keine Rückmeldung erhalten.

Da nicht auf meine Forderung nicht umgesetzt worden ist, konnte ich bis heute erneut 2.450€ einzahlen und verspielen. Wie kann das möglich sein? Ich habe das Casino heute (14.12.2023) erneut kontaktiert und denen mitgeteilt das ich meine Eibzalungen, die nach dem 06.12.2023 getätigt worden sind, zurückerstattet haben möchte. Sollte dies nicht passieren muss ich mir rechtliche Hilfe suchen.

Ich hoffe auf eure Hilfe. Screenshots von den Einzahlungen aus der Historie habe ich noch schnell gemacht, bevor morgen oder sonst wann mein Konto endlich geschlossen wird.

liebe Grüße

Dear Handi123,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player even if the account remains active and more deposits are made.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance.

Best regards,

Kristina

Hello,

I asked for the indefinite ban. Isn't this explicit enough?

I also received an email from SultanBet Casino but they did not reply to my previous one. I will forward everything to you via email.

My reason for closing: uncontrolled gambling, losing money, gambling addiction.

Best regards

Hallo,

mich habe die unbegrenzte Sperrung gefordert. Ist dies nicht ausdrücklich genug?

Ich habe auch eine E-Mail von SultanBet Casino erhalten, die aber nicht meine vorherige beantwortet. Ich leite dir alles weiter per Mail.

Mein Grund für die Schließung: unkontrolliertes spielen, Geld verlieren, Spielsucht.

Liebe Grüße

Thank you for your reply, Handi123. I apologize, but we could help and ask for a refund if you requested self-exclusion and clearly expressed your gambling problem in the message. Since I don't see any message in which you informed the casino that you have a gambling problem, I can only recommend how to request self-exclusion properly in case your account is still accessible.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

In case your account is still open, please send a new self-exclusion request and keep me updated.

Thank you for your understanding.

Hello,

So it was clear from my email that I wanted my account blocked indefinitely.

my message to SultanBet Casino said:

Subject: Block account

Hello, I ask you to block my account indefinitely.

plus my personal data username etc.

I tried via chat and via email, both without success. So you see no chance of getting my deposits back after I requested that my account be blocked indefinitely? If this doesn't work, I will seek legal help. So the subject is clear + my message "unlimited blocking of my account" is also clear.

I will send the casino an email again as they wrote to me.

Best regards

Hallo,

also aus meiner E-Mail ging klar und deutlich hervor, dass ich mein Konto unbegrenzt gesperrt haben möchte.

meine Nachricht an SultanBet Casino lautete:

Betreff: Konto sperren

Hallo, ich bitte sie mein Konto auf unbegrenzte Zeit zu sperren.

plus meine persönliche Daten Username usw.

Ich habe es per Chat versucht und per Mail beides ohne Erfolg. Also siehst du keine Chance meine Einzahlungen, nach meiner Forderung mein Konto unbegrenzt zu sperren, zurück zubekommen? Wenn dies auf diesem Weg nicht funktioniert werde ich mir rechtliche Hilfe suchen. Also der Betreff ist deutlich + meine Nachricht „unbegrenzte Sperrung meines Kontos" ist auch deutlich.

Ich werde erneut dem Casino eine Mail senden so wie sie es mir geschrieben haben.

Liebe Grüße

I sent the email and CCed you. I have again requested my refund of €2450.

Best regards

Die E-Mail habe ich abgeschickt und dich in CC gesetzt. Ich habe erneut meine Rückzahlung in Höhe von 2450€ gefordert.

Liebe Grüße

I have now received confirmation that my account has been closed. However, SultanBet does not respond to my request for repayment. I cc'ed you and asked for the refund again.

Ich habe jetzt die Bestätigung erhalten, dass mein Konto geschlossen wurde. Dennoch geht SultanBet nicht auf meine Forderung der Rückzahlung ein. Ich habe dich in CC gesetzt und erneut um die Rückzahlung gebeten.

I apologize, but we believe you would be entitled to a refund only in case you informed the casino about the gambling problem before making deposits. The casino had no way of knowing about your issue, so I don't see any valid reason why your deposits should be refunded. We would like to help, but it is impossible for us under these circumstances. If you disagree with our opinion, you can always contact the licensing authority as they have more options and tools to help.

Since your account has already been closed, there is not much we can do. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.