7 Sultans Casino - Verification process brought to a standstill

Dear @WJS,

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

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

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.

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.

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

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.

Please refer to my post above.

(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.

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

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.

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.