7 Sultans Casino - Incorrect payment currency cost me over $500 in fees

posted on August 9, 2015.

I've had a really bad experience withdrawing from this casino. I used Skrill to withdraw $12,000 and even though my casino and Skrill accounts were both in NZD, the casino paid out in EUR, meaning I lost over $500 in currency conversion charges. The casino has failed to take responsibility for their mistake despite me pointing out the obvious logic behind their error, they actually tried to shift the blame onto Skrill, which is ridiculous - they chose to pay out EUR, of course there would be a currency conversion charge! Very poor service all round.

posted on August 11, 2015.

Hi rjn1

I have checked your withdrawal and see that you withdrew 12 040 NZD. As NZD is not supported by our MoneyBookers account, we paid 8047.40 EUR into your account which, converted, amounts to 12 044.84 NZD.

We do no levy any charges for currency conversions and have no control over any fees charged by Skrill for conversions.


Fortune Lounge

posted on August 11, 2015.

I'm aware that's what you've done - it's not acceptable. You can't have reasonable expected Skrill to convert at the interbank rate (i.e. they are obviously going to apply a FX spread), so you should at least have advised me you would be paying out in a different currency to that requested and given me a chance to change the withdrawal method.

Also, I'm not sure where you get EUR 8,047.40 - I received two payments, one for EUR 6,006.58 and one for EUR 1,225.34 - a total of EUR 7,231.92. This was converted at an exchange rate of 1 EUR = 1.590854 NZD, to give NZD 11,504.93 - I have sent the transaction record from my Skrill account to the casino.

Your continued ignorance is not an acceptable response - if you allow for accounts based in NZD you can't unilaterally decide to pay out in a different currency, without allowing for retail exchange rates, without the express agreement of the player - this should be obvious!!!