7 Sultans Casino - Serious verification issues and runaround

Dear @beczz,

Please, keep in mind that all your attachments have been removed from the complaint, because they were all containing sensitive personal information. AskGamblers Complaints Process is totally public and therefore, we would like to remind you to hide /or mask/ such information accordingly next time when you attach files. Thank you.

I really got the raw end here and i would like to post an update . I was asked to submit more identification and complied. I was told my the floor manager by email he had submitted my id and i could possible have a withdrawal sent to me yesterday and if there was any issues they would contact me.
Yesterday It was suggested to me that they could give me some of my funds that were in holding so i could play and I asked if this would delay my withdrawal and have to wait 24 hours again and that would not be an issue. Over the day I was not winning and like many of you know i kept playing and requested more . My balance left was 1450.00.. I had gone on to autoplay and was working around the house and periodically would go check. My balance had gone up and wooohooo I won. I continued to play all day and give my winnings back. Last night I went to my account and my withdrawal was not showing and it had a balance refunded to my account so what I thought was a win was them returning my funds to my account. I spoke with them and I will paste the conversation and i also took screen shots .

You are being connected with our support team. Thank you for your patience.
'Melissa' will be helping you with your query. We’d appreciate your feedback on our service in the survey after the chat.
Melissa: HI Rebecca
Melissa: My Name is Melissa, thank you for contacting support, how may I assist you today?
rebecca koole: hi melissa, last night i came to chat and was told i could access some of my funds that were waiting on withdrawal and i asked if i would be penalized at all and was told my withdrawal would proceed with no delays. I came back a few times and was finally winning and going auto play as i was doing things around house, I returned to my computer and saw a huge balance increase and assumed i won i played for hours and i went to my account to check on the status on my withdrawal and it was refunded to my account , why would they do that without advising me
Melissa: let me check this for you now one second
rebecca koole: ty im really upset i continued playing and lost what was my withdrawal
Melissa: I see you are one of our Valued players here at the casino. Would you like me to transfer you to the VIP desk for further assistance?
rebecca koole: sure
Melissa: I will transfer you now
rebecca koole: ty
Please wait while I transfer the chat to 'Vern'.
'Vern' will be helping you with your query. We’d appreciate your feedback on our service in the survey after the chat.
Vern: Welcome to the casino, this is Vern, how are you today?
rebecca koole: not good vern
rebecca koole: here i will paste
rebecca koole: last night i came to chat and was told i could access some of my funds that were waiting on withdrawal and i asked if i would be penalized at all and was told my withdrawal would proceed with no delays. I came back a few times and was finally winning and going auto play as i was doing things around house, I returned to my computer and saw a huge balance increase and assumed i won i played for hours and i went to my account to check on the status on my withdrawal and it was refunded to my account , why would they do that without advising me
Vern: I am sorry bout that.
Vern: please hold while I review your account
rebecca koole: ok
Vern: Thanks
Vern: Thank you for holding.
Vern: I see that you have done all of cash in withdrawals
rebecca koole: i never asked for it they just put the balance in my account and i wasnt aware of it
rebecca koole: i was asking for 100 at a time and i had my balance there for withdrawal
Vern: The last amount refunded back to your account was 1450 due to outstanding verification documents
rebecca koole: i never canceled my withdrawal why did it go to my account
rebecca koole: they kept sending me emailsaying they would be intouch with me 24 -48 hours and my last documents were sent in last night
Vern: if player's doesn't return the needed verifications documents we must return the funds back to the player's account.
rebecca koole: pardon meive spent 3 days sending documents ive taken over 100 pictures
rebecca koole: when i spoke to them last night they were in review
Vern: Just a moment for me please
rebecca koole: i got this at 10 30 last night
rebecca koole: Hi Rebecca Thank you for contacting the Support Desk. I would like to confirm that we have received your email. The attachments have been removed from the email and are possibly with our Player Security Department. Should you not receive any further email confirming that the documents have been received and are under review within the next 48 – 72 hours please do contact us so that we can look further into the matter for you. If there is anything else we require we will contact you via email. I thank you in advance for your patience and understanding in the matter and I do hope that you have a great day further. Please contact us again, should you have any further queries. Kind regards Carmen Casino Support We promote responsible gaming.
rebecca koole: We will contact you via email it says and i have a dozen more from yesterday that say the same
Vern: Rebecca, I am really very sorry about this. Can you please give me a moment to follow up with my Player Security department.
rebecca koole: yes
Vern: Didn't you realized that your cash balance went up by 1450.00
rebecca koole: i was on auto play and working around the house
rebecca koole: i explained it all above
rebecca koole: why would i think it was my withdrawal
Vern: I understand what you are saying.
Vern: I am still busy with my Player Security department just a moment for me please
rebecca koole: that was in process and from my last conversation with jay
rebecca koole: let me get it
rebecca koole: Should all the documents be approved we should be able to process the withdrawal today still, unfortunately if not we will inform you too.
rebecca koole: 855 pm
rebecca koole: he had forwarded docuuments to credit last night
Vern: Yes, but the do return the funds to your account if all documents were not excepted.
rebecca koole: Rebecca thanks for sending all the documents, I forwarded them to our Player Security Company for review and as soon as they have reviewed it we will inform you what their feedback is. Should all the documents be approved we should be able to process the withdrawal today still, unfortunately if not we will inform you too. We really do not try and make it as difficult as possible, but we have to have clear documents of all and if these doesn't meet the requirements of our Player Security Company then we will have to request these again. Thank you for contacting us and please do not hesitate to contact us again should you require further assistance. I thank you for your time and patience in this regard. Kind regards Jay VIP Desk
rebecca koole: not anywhere on any email does it tell me to watch for that and also in chat last night one of the girls said to me something about my documents then said oh nevermind you sent more in tonight
rebecca koole: did you want sometime to go through all this and email me
Vern: In the first e-mail you have received regarding your withdrawal we clearly state that if we don't receive all the necessary documentation the funds will be placed back into your casino account.
Vern: We are not allowed to keep players funds in our account.
Vern: We will always let our players know if something is outstanding.
rebecca koole: where is this email
Vern: Verification of documents can take 48 hours - 72 hours over weekends
rebecca koole: im looking at all mine and i dont see it
Vern: It will be in the first e-mail you have received from us
rebecca koole: only emails ive gotten are from support regarding my documents
Vern: I just got conformation from my Player Security department, you definitely still have documents outstanding
rebecca koole: i dont
Vern: We have received the following
Vern: Your drivers
Vern: The front of Credit card 2910
rebecca koole: and back
rebecca koole: sent them to jay also and he forwarded them
Vern: Front of credit card 2018
Vern: Outstanding is the following
Vern: CC-2910-Back Not Signed
rebecca koole: 2910 5181
Vern: CC-5181-Back Not Signed
rebecca koole: its a debit card
Vern: Your Utility Bill - Image captured too small Unable to View details
rebecca koole: i dont have utility bill i sent in my bamk statement with address my incomce papers with ny address
rebecca koole: everything governtment isssued
rebecca koole: and 3 cards front and back
Vern: Your cards was not signed at the back
rebecca koole: and ive sent them all 4 or 5 times and lsdtly i sent every one to jay who forwarded
rebecca koole: thats the 1st time anyone has said anything about that to me ... i would have signed it
rebecca koole: 2910is braand new caard not even used on there
Vern: T the bank statement is unfortunately to small
rebecca koole: it replaced 5181
rebecca koole: and the other one was a prepaid card for 50
Vern: Normal cards must be signed
rebecca koole: and 5181 i had to send in weeks ago and that wasnt an issue at all
Vern: Rebecca, I am really sorry for the misunderstanding.
Vern: What we still need is your cards signed at the back and a bigger bank statement
rebecca koole: for ???
Vern: to verify your account
rebecca koole: what for deposits or withdrawls
Vern: It's for your account verification
Vern: Then you will not have issue's with your next withdrawal
Vern: Are you there?
Vern: Please note that this chat may be disconnected over a period of inactivity.

It didn't matter what I had to say they are such a contradiction . I have every email not one says it would go to back to my account and I had just resubmitted hours prior to the above conversation and had talked to a rep and again it was still being looked at . I feel they were being sneaky and put this back. I am seriously disgusted at the unprofessional way they handled my account and I don't no if I will ever play on-line again

Hi Rebecca

I am looking into the issue and will reply as soon as I can.

Regards

Wim

Thank you I hope you do see what happened in detail this really wasn't right what I've been put through

Dear @beczz,

Any update regarding your complaint? Thank you.

No I haven't heard a thing from them and surprised also. I have spent a great deal of money on fortune sites and they will lose a customer forsure

Hi Rebecca

After you withdrew the amount of $2 500 on 28 September, we sent you a mail requesting certain verification documents on 29 September. Our records show that you received the mail 17 minutes after it was sent. When you had the live chat with our support, you were informed that we still required copies of two of your cards that were supposed to be signed at the back but weren't and you were informed that the utility bill you sent in was completely unclear and that we required a clear copy.

On 1 October (after you reversed $1050 from your withdrawal, the remaining amount of $1450 was reversed back to your casino account. When we reverse money back into your casino account a Virtual Pit Boss message will appear in the lobby of the casino informing you of the reversal and the reason why and it will not disappear until it has been closed by yourself. You should therefore have been aware that your withdrawal was reversed.

I can understand your frustration with the issue but I am unsure of what exactly you expect from us now.

Wim
Fortune Lounge

Have you even seen how many times I sent in my documents , As I previously stated I had been in contact hours prior to reversal and I was told I would hear something in 24-48 hours. Not once was anything ever said in chat or emails about a reversal. Everyone i spoke to gave me a different story from my utility bill not bring clear when I had not even sent one to adding cards to the documents that needed to go in that were not even relevant because I had not used them on your site.Another document that was rejected was there was no signature on the card but that same card was sent in 2 weeks prior for depositing and it was okay then by your credit department. I sent the exact same image in for both purposes. It all appears to be nothing but a stale tactic.

I am surprised that during all this not once has anyone tried to contact me via phone or even bothered to answer any email other then the standard auto response. Your clearly not seeing any any issue with anything that went on or evenly seeing some flaws in your procedures of how this was handled at all. Or even showing that you care about the possibility that your going to lose a customer .

So what do I expect at this point ? Absolutely nothing other then maybe an auto reply