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Hello daniel,

Im the one of the customer of wild sultan. 20th july i was played Xxxtreme lighting roulette in wild sultan casino around 1.30pm. Suddenly the game was cheated me 160€. My last balance is around 460€

My betting amount was 310€ in each round If i win, the 1st and last column should pay 50€ and middle column should pay 20€. So my winning number is 29. So it should pay for me 360€ including my blance but it pays only 200€ including bet, makes me lost 160€. Please refer my screenshot that i how i betted.

I tried to contact customer service the agent name is mathieu, i was explained my problem and lose. But he don't want to hear my side fair. He Just want to close my chat as soon as possible. And then i chatted with bruno, he registered my complaint. But until now he saying still his supervisor seeing my complaint so i cant assure you exact time. Whenever i ask about my complaint he saying the same thing i really fed up.

I lost my winning money 160€.

I request mr.daniel to review my complaint and slove this issue as soon as possible.

And wild-sultan casino should refund my money 160€.

Thank you

Hello there.

I'm sorry to hear about this issue. However, I would like to point out that this is merely a post, not a complaint.

If you feel the casino mistreated you, kindly read this guide to get prepared for the complaint:

http://www.kpvfaw.com/complaint-resolution-instructions

Then - proceed to the complaint:

http://www.kpvfaw.com/complaints/create

I would, on the other side, wait for the casino to present its statement if this is an option. I mean, I would give it at least a week, as I imagine the casino must cooperate with the game provider, and it takes some time too.

What do you say?

Hello radka,

Thank you so much for trying to help me to slove my issue. I would like to inform you that my issue has been sloved by wild-sultan casino. They apologised me and refunded my money. Kindly take a look on my screenshots i attached in here.

Joseph Celine

Hey. That's perfect. I wish all casinos were set up like this and would accommodate players if they are aware that a mistake has been made. It's quite professional from my point of view even though it took some time. ??

Will you continue to play at this casino after this experience ?

Hey hai!!

Honestly I'm so afraid to play in that casino after this issue. This issue wasn't slove very easily. Customer service had very worst behaviour with me. Casino can cheat the customers but customers cant cheat know ? So i didn't lie with them about the bug in game, after also they dont want to verify my issue. Its worst part. Anyways its sloved now but it will take some time to come out from this stressful pbm.

I had never looked

from this angle

but it's pure

True

Unfortunately

I understand your attitude to this situation. I was just curious what your opinion is, because most players will eventually say something like: "this casino solved my problem, so I'm going to keep playing." 

In your case, you're one of the few who took a more comprehensive view and looked at it, I would say, reasonably. 

So I hope you don't run into a similar situation again and have to deal with something like this in the future. 

Quite a fair view in the context of the situation that the player had in the casino. 

What about you ? You ever run into a similar problem ? Or do you follow other players' experiences ? ??

I guys,i do we know if a casino has a licence?Does "Wild Sultan" as a license?I will probably have to make a complaint about them.I'm asking this question cause i read somewhere that if a casino has a licence,chance are better for the ones who make the complaint?They're asking for tons of documents that they approve but they don't want to pay and asking for more very personals documents that are illegal to ask..Thanks in advance

Hello there. You can check if, and what license does this casino have over here ??, just by scrolling down to the information about the licensing authority. Would you like to tell us something more about the issue you are having, perhaps? Hopefully our complaint team would be able to help you out with that. Will wait for your reply.

So where do i start for a complaint?I have screenshots of ALL of my exchange with them on the tchat;emails,i took pictures of my withdraws request and full of stuff.I asked for 3 withdraws money CAD since February 26 2024 $50.00;$600.00 and $60.00 ($710.00)They said that they approve my documents(finaly!!)but the last thing they want is my numbers of my banking account for the deposit,they said(his name is Enrique on the tchat)that if i can't give them these infos they can't help me with the withdraws!What?Giving my account personal infos???I'm register in 7 other online casinos.I always make depot by Interact and they always pay me by Interact.No one of them ask me for personals infos like "Wild Sultan" asked and payments were very fasy,less than 5 hours for all of them.Only one of them send me the password on my cell for accepting the withdraws which is ok of course.When i receive a payment by Interact or if a make one nobody need to know the account number of the other one.Everybody on the Earth know that.They block me for make a depot in their casino but of course,i'm not gonna make a depot lollllllll.I just can't believe that these guys still have a license.Per exemple,go on "Trust Pilot"and type "Wild Sultan",all the reviews are horrible!They all have the same problems that i have.These reviews are very recent (December 2023;January-February 2024)By the way"Wild Sultan" don't answer my emails anymore.

Hey there!

Can't say I understand the situation completely, but I can point you to the complaint right away: use this link??

If you don't mind, browse the instructions also, just to get a glimpse of what to expect:

Complaint Resolution Information and Instructions ??

What seems to be the issue anyway? KYC verification, perhaps? It's just that I noticed something about personal details. Well, I'm here if you need me.

The issue is:they said that they need py personals info related to my bank account to make the withdraw.The number of my bank account.I they don't have this they said that there is nothing they can do. As i mention to "Guru" in my last post they can do that by Interact Payment,the same way that i make my depot!Nothing else they need,a children can do that!BTW,they still don't answer to email.Ok i'm gonna use your link for the complaint..I wonder is gambling commission can do something about that.Which one and how contact them i don't know but you have info about that it will be great.Thank you.

So why do they need your bank details if you deposited via Interact and want to withdraw using the same method, have you tried asking ? Of course it's not good if the casino doesn't answer you, because it would probably be best to either resolve the situation or get a bit more than just that it's not possible for them. 

In this case I would use the complaint form as Radka recommended and our team will try to help you and we will see where it goes. If nothing is resolved then I would try gambling commission as it could take longer to sort out. 

Will you try a complaint with us ? 

Yes i'm gonna try to complaint with you.I have screenshots of EVERYTHING!

Yes i told them that it's not necessary to have my personals info cause it's not necessary with Interact.Everybody knows that but(and they know too!) they do everything to not pay me.They said:If we don't have these infos we can't pay you.Yeah sure!

As a matter of fact, what the casino requires from you is a basic document that casinos demand from almost every player when verifying, so I wouldn't see anything wrong with that. However, I find it strange that they need to verify payment method that you don't use at all. I also think that if you want to withdraw money, you'll probably have to cooperate, and that's apparently what I'd recommend. 

Well, if you're going to open a complaint, we'll see what our team recommends and where you get to. 

Of course, if you have any questions, feel free to ask. 

Hi Radka,i just send my complaint BUT i was unable to attach the rest of my screenshots.They are very important.

I tried to fill the same document for the complaint and i just want to add the rest of my documents but it's not working,it'says:"We kindly ask you to reply in your active thread" but IMPOSSIBLE to go on my thread to EDIT and add the documents missing(4 documents)I can't see where i can do this.Thanks a lot in advance for helping me with this

Hi there!

Hmm, have to say I don't know what is wrong for sure. Yet since the complaint waits for the initial check, it's in the "pending" status, to use casino terminology.

Frankly, for the same reason, no handler has been assigned to your complaint yet.

To spare you from my conjectures, however, I believe it should be much simpler to send each screenshot as an email once the complaint is accepted and the handler assigned.

Should not take much longer, though - On Monday, I hope.

Anyway, if you come across any other issues, just let me know, please, I'll be somewhere around the forum.

Hi, I have a quick question, how did you find out the winning cap on the bonus is CA$5,000? The terms and conditions say that the winnings are capped to 1,000x bonus funds but live chat agreed that the terms on casino guru (I sent a screenshot) were indeed correct. Is it 1000x the max bet ($5) and the terms are written poorly? Eager to find out, thanks.