7 Sultans Casino - Verification process brought to a standstill

REJECTED
Wayne Symes Australia
posted on September 26, 2016.

I can't get an honest answer out of any of the support teams. Two weeks ago i tryes to withdraw my winnings.
I was then asked to email documents so I can go through the verification process. I uploaded them to the site and also emailed them through.
I got an email back saying they had recieved them and that it would take 24-48 hours (business hours) and I would be contacted. That was the last contact they made with me.
Since then I have sent numerous emails and made numerous phone calls the last one which lasted over an hour with a supervisor.
I had followed up every bit of advice from each point of contact I had made with support teams.
The only answer I was given was the security team had contacted my bank and was awaiting feedback.
Prior to that phone call I had called the bank and asked them if they had been contacted. After some time they were certin they had not been contacted.
The call with support had me so frustrated, not been able to speak to the security team, and the support team unable to give me any indication of where we were at with the process I've given it another week called today and still nothing.
Mind you this issue with the bank is from over 50days ago over I transaction I queried and I want to be clear I did not dispute this transaction I queried it as It had been at least 3 days since I had last deposited while on my online banking I noticed there was outstanding authorisations which are tipically transactions in the last 24hour period. Having been no less then 48 hours I queried the bank about them. I must add that I had not recieved any receipts about these deposits via email from 7 sultans that week.
The bit that I think has frustrated me is that 7sultans nor the bank not once contacted me in regurds to this matter that I'm aware of.
Over the two weeks leading upto to this issue having deposited close to $2000 I had not an issue nor email.
However upon the withdrawl of $3900 the varification process was brought to a standstill.
The most frustrating part of this all is that no one has been able to give me a straight answer, knowing that the bank have not been contacted and support telling me they were awaiting confirmation from the bank. This is my best option to get the ball rolling.
Haven't attached anything but can fwd emails if needed. (Please note any time periods I have mentioned are estimates and may contain minor descrepiences)

AskGamblers
posted on September 30, 2016.

Dear @WJS,

Please let us know if there's some update on your issue.

posted on October 4, 2016.

Hi Wayne

We received charge backs on your account on 12 September for deposits initiated on 15 July.

Although you have indeed sent us a fill set of KYC documents, we asked you why the chargebacks occurred to which you informed us that it was due to you not recognising the billing descriptor (which is the same you have been billed under on several previous transactions).

According to our information you have instructed your bank to reverse these chargebacks which has not happened yet. The withdrawal process can only proceed once these chargebacks have been reversed and I urge you to get in touch with your bank to have the issue resolved speedily.

Regards

Wim
Fortune lounge

AskGamblers
posted on October 7, 2016.

Dear @WJS,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Wayne Symes Australia
posted on October 8, 2016.

Thank you for your reply I will contact the bank today and let your now where the process is at. 3 weeks ago roughly I spoke to me the bank they told me that the funds would take upto 2 weeks for them to be in your account been a weekend I may have to wait tillmonday but will let you know as soo. As I have more information.

thank you for informing me as we can now work together to have this resolved thank you.

Wayne Symes Australia
posted on October 8, 2016.

I would like to say that I'm absolutely disgusted with the casinos dirty sneaky antics.
Yesterday I was receiving bonus offers after over half an hour trying to withdraw my money as should have been done 4 weeks ago my account was deactivated but they never processed my payment.
The reason I was intending to withdraw my money was because I'm gamble too much instead of them processing my withdrawl they put the money back in my account to be gambled. I want to know why this happened as my withdrawl hasn't been processed.
I will be making complaints to Malta where your licence is from.

You guys couldn't even help me yesterday withdraw my money. This is a joke, seriousally I cannot believe you people and how you operate. You take advantage of your players and can't even process a simple withdrawl

AskGamblers
posted on October 8, 2016.

Dear @WJS,

Please keep in mind that AskGamblers Complaints Team maintains zero tolerance towards verbal aggression or any other kind of behaviour which could be considered as offensive. Please refrain from using abusive epithets from now on, otherwise it may result in your current complaint being rejected.

Thank you for your cooperation.

Wayne Symes Australia
posted on October 13, 2016.

(3) A licensee may, before remitting funds to a player in accordance with sub-regulation (1), take such time as is reasonably necessary for the purpose of:
(a) verifying the player’s registration as a player;
(b) verifying the playing of a game by the player;
(c) conducting security and other internal procedures in relation to the player’s account;


But I still haven't received my money can I ask why.

posted on October 14, 2016.

Hi Wayne

As explained your withdrawal was not processed because of charge backs on your account and we were awaiting confirmation from your bank that there will be no further charge backs and therefore your withdrawal was refunded to your casino account.

We received confirmation from your bank on 5 October and re-opened your account. Had you initiated another withdrawal it would have been paid but, instead, you decided to wager all the funds in your account.

As there are no funds left in your account, there is no withdrawal that can be paid.

Regards

Wim
Fortune lounge

AskGamblers
posted on October 17, 2016.

Dear @WJS,

Can you please confirm that you played off your winnings. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

AskGamblers
posted on October 21, 2016.

Unfortunately, player failed to provide adequate feedback within the given 96-hours time frame for response. As per the AskGamblers Casino Complaints Service terms and guidelines, player is supposed to provide updates on their issues in a timely and responsible manner, something that player did not do regrettably.

The complaint is being rejected due to submitter's inactivity and the case is now officially closed.