7 Sultans Casino Complaints

Stalling verification for over 20 days!

2017-10-21 i registred an account on the casino 7sultans. i deposited some money, got my welcome bonus offer and started playing some immortal romance. Some spins later i got the wild desire feature. I have had this happen some times but never have it hit hard.. this time however the wildreels just kept coming and before i knew it the screen was almost covered, i had gotten 4 wildreels and i was in for a HUGE hit. that spin resulted in a win of about 8500 euros (my biggest win ever by far). immeditialy i started wagering the bonus and it was keeping steady at 8500 euros. then out of nowhere when i have 1000 euros left to wager i am for some reason no longer able to play any games on the site. i try logging out only to discover that im no longer able to log in (7sultans had banned my acoount without contacting me about it only 1-2 hours after winning this big win). i try and contact them and they says that the money are still left and that i just need to send in some verifikation documents. ofcourse i send these documents in as soon as possible and excpect to have my account unlocked as soon as possible. i have now sent in documents verious times and talked to their support and they still havnt confirmed my documents (its now 20 days since i won and on their site they state that verifikations of documents should take maximum 48 hours!!!). On top of all this one of their employee gave me an offer as i was chatting to them about this, the offer was to either complete the wagering when my acoount is unlocked (wich im starting to doubt will even happen at this point) and withdraw the money wich would mean the maximum loss i would have suffered is 1000 euros since thats the wagering amount still left, or i could choose to not have any wagering left but then only withdraw 4000 euros wich i think is totally ridiculous (they are basically trying to scam me off 3500 euros minimum). I also have pending withdrawls on Casinolavida and Platinumplay wich also have been stalled for 3 weeks..

Resolved

€8,500

Verification process brought to a standstill

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)

Rejected

$3,900

Refusing me promised bonus after I made my deposit

They first gave me 50% deposit bonus up to 1000SEK in the chat. After my deposit she told me that she added the bonus. So I closed the chat and updated the browser. "No bonus there". So I started the chat again and the refused me the bonus just because I had a great run on my last deposit. They could tell me this before I made my deposit. Unfare!

Resolved

kr1,000

Using ridiculous tactics to delay payout

Hmmm I've made a withdrawal request on 6th of february 2016 and my withdrawal was accepted on 8th of february 2016. 7sultans casino didn't notify me that I should allegedly send them copies of used Paysafecard vouchers to them. So ok I've sent them a clear photo of 2 vouchers and was said my funds would be cleared in maximum of 48 hours. Its almost 60 hours since then and still no reply from the casino, live chat is useless because agent don't do nothing at all. They keep saying that players security team need to review my documents. LOL! And under their terms&conditions there is nowhere to be found that I should keep used PSC vouchers. Come on, the majority of my vouchers are in a thrash can. Why the hell should I keep useless junk like that? I've sent them the last two vouchers because they are brand new. In my opinion they are just delaying the payment. I'll never use 7sultans again because they are terrible! The payouts are also horrible.

Unresolved

€405

Serious verification issues and runaround

On the 27 Th of September I won 2500.00 and am trying to withdraw and having issues with my verification. I have submitted over 60 images and all i get is the run around that my pictures are blurry and not good enough . My eye site is bad and I can see them. I do not have a utility bill to send in my name. I have sent in my BC id card , my bank statement, an image of Taxes showing my address my bank card. Today I went to chat and was told my utility's bill was blurry , which is not possible because i didn't send one. Then I was told to submit my old bank card and pre paid credit cards I've used . I'm sure because they figured I couldn't supply these but I did so now I've sent in those. What can I do they don't want to pay me. I had submitted all this to them weeks ago in fact less then i Have now and it was all good enough for depositing but now its no good . There was no bonus to be played out it was all cash. I have deposited so much money in fortune sites and this is my first withdrawal attempt and this is ridiculous the time I've had to put in fighting this for 3 days today alone 6 hours. , I know now that no matter what I send will not be good enough can you please help me in the direction I go next. I have attempted to contact vip support and vip host and no reply. All my emails come back auto responses and images removed. I upload also and get told they didn't get them. Different story everywhere i turn Thank You

Unresolved

$2,500

Incorrect payment currency cost me over $500 in fees

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.

Unresolved

$500

'Tracking' a missing payment for 97 days!

I cashed out $1060 CAD on April 6 2015 via "Swift" i.e. a wire transfer. I never received the money. 7 Sutans has been playing games with me for 97 days now saying they will trace the wire then saying they won't...I have had hours on the phone and over 150 emails about this. Why on earth won't they trace the wire? I even provided a bank statement signed by my branch manager - showing I never got the money. What can I do? They also stole $250 out of my account last week saying while they are tracing the wire (97 days of tracing the wire now) they are freezing my account. Please help!! I didn't hit a jackpot here this about $1300 of my own money. Help, please !!!!

Unresolved

$1,310

Winings not payed, having hard times to verify my account

I am a player with 7 sultans casino on line account: 7srm0079330239 I have won $ 6000 and withdrawal this amount but the casino is delaying my withdrawal asking for a copy of the debit card that I used for deposits 4 / 5 times witch I send via email also all the documents that they ask for, spoke with support team for several times and they playing games telling me that they received the copy than they did not I am at loss of understanding what is the problem and I need help to resolve the issue

Unresolved

$6,000

Refuses to pay with no reason and details explained

I won 2504 EUR in 7 Sultans Casino The casino asked for documents which I sent but this is the reply I received Hi Esmat, Thank you for contacting the Support Desk. Thank you for your submission of verification documents. I am sorry to inform you that regardless form the documents received, the account has been locked by the Player Security Department as a result of discrepancies they have picked up on the account. Player Security Department is referring to terms and conditions clause Irregular betting activities. Unfortunately account cannot be unlocked as their decision is final Please contact us again, should you have any further queries. Kind regards Anniina Casino Support We promote responsible gaming. I played only Slot Machines and play by the rules

Unresolved

€2,504

7 Sultans Casino locked my account with 8000 euro without any reason given as an explanation

Hello AskGamblers! i am coming to you of an issue with casino that locked my account without any explanation after i won at there casino playing slots. i been playing there for that last 2 and half years but suddenly out of no where after i finally won there they locked my account. this is not the way to treat customer as i am.i recommend to everyone not to play in this casino,they just want your money,when you win there you will never see your winnings!i hope you can help me get my money as i should!

Unresolved

€8,000

Won £3,913 and my account was immediately closed

I deposited £500 for their welcome bonus, then received it automatically. My balance at this point was £1000 (500 deposit, 500 bonus) I looked around for a slot that I would like to play, and found one eventually in Gold Factory. I started playing with £20 spins, and ended up hitting a bonus round where I won a substantial sum. I don’t know the exact amount but the non-decimal value was £3913 (plus some value in pence). I then went to look around for other slots to play and decided upon Reel Thunder, which I played at £18 a spin for around 250 spins. I noticed as I was playing that whenever I would win a large amount on a spin (roughly £200 or more), my balance would drop immediately afterwards, as if my winnings were being erased somehow. This happened twice before I went to livechat. On livechat a representative named Iris informed me that my account had been closed. It was a decision made by the security team, and there was no further explanation that Iris could provide. I asked to be contacted by the security team, and i was eventually provided with an email address to contact. I received a response which accused me of breaking terms and conditions of the bonus & casino -- this was completely and utterly untrue. Every single term that they presented was not invalidated in any shape or form. Having checked through tens of times, i cannot even begin to see how I have breached any terms; I honestly have not at all. In particular, the casino cited an ambiguous term of "irregular" play, which I can only assume is implying that spinning a win on a slot machine was not normal. Does this mean that losing on a slot machine is also "irregular"? Furthermore, the terms which elaborate on how the bonus can be played clearly indicate what play is not allowed, what the maximum bet sizes are, and so on. I'm very clear on what the terms are, and using this against me is nothing more than a weak excuse for not wanting to pay out winners. No answers were offered to my responses to these accusations, and i have been told that the account will remain locked as per the casino's decision. I have also been informed in the most recent email that I may send through documents to have my account verified, but it "may not impact the status of the account". I do not understand what I could possibly achieve by sending documents through to the casino, for them to decide "no, sorry, but its going to remain locked and you're not getting your winnings". On a positive note, by changing the subject it does show that the casino is considering their actions. I am quite honestly stressed out by this, and I find it disgraceful that this is even allowed to happen on a licensed Casino. Complete foul play. I am intrigued as to what feasible justification they could ever come out with publicly without lying profusely. Thankfully I have logged every single conversation I have had with the casino staff and can bring this to light. I can provide a document of all transcripts, both on livechat and on email if necessary.

Unresolved

£3,913

7 Sultans Casino does not pay me my winnings

7Sultans casino did not pay me my winnings (2500e) after I played there and was lucky to win. They made accusations implying I played in connection with other unnamed accouts which is not true. It seems this is the standard excuse they use to keep players winnings these days. There was a wellknown similar case at Casinomeister recently.
I do not know if they find any decency to discuss the case here and act in the right way. Anyway, I would like to have my winnings restored.
The emails I sent them have been left without any reply, which is surprising by itself.

Unresolved

7 Sultans won't payout

I had a win on 7 Sultans Casino of $4,500. My friend gave me permission (with letter of authorisation and copy of his I.D. when asked by casino security) to deposit $20.

Yes okay this is said to be against casino terms and conditions. But it only says that the 'transaction' being the deposit amount is considered voided. It does not say that the winnings and/or payouts are void.

If this is against all casino rules and laws, why then do they let an account holder register a card that is not in their name.. to confuse the player that they miss understood the T&C so that the casino can then pocket and profit their well deserved winnings and not process their payout. If it is such a no no don't let players registered a card not in their name.

As for my winnings and requested withdrawal, T&C do not say that this is void.

For 5 1/2 weeks the casino continuously told me that my winnings would be paid out upon requested documents being submitted. Finally they were and several Support Agents told me it will arrive at weeks end, mid week and after the weekend. Finally called there number and was told all documents processed and approved and verification complete, they will now process and finalise your withdrawal.

4 days past my expected 'pay day' live chat says it was confiscated 3 weeks ago at least.......

Why do they enjoy screwing with people.

Unresolved

Cannot cash

the casino asked for documents when i wanted to cash out.so i bought a comp lead to upload my documents.i uploaded my passport/utility bills and my new bank card.they said i need the the card i first deposited with.i told them it had been replaced and destroyed.they then said i need a letter from my bank saying the card was no longer in use,i visted my bank and they do not do letters of that nature, but they did give me a contact and tel number for 7 sultans to contact.7 sultans said their security dept do not make phone calls of that nature and now require a bank statement with details of the defunct/faultydestroyed card.i have not had a bank statement in 10 years as i bank online. they are being unbelievably pedantic and have not been at all understanding or helpful.3 weeks have passed and now i have to find what they know no longer exists.i have spent weeks not to mention the traveling and expenses and still can not cash out 200 pound. 7 SULTANS are deliberatley stalling and being pedantic,i have reistered my new card and deposited with it and still not good enough.they will do anything not topay out.im sorry i ever played there,its just not worth the grief!

Resolved

£200

7 Sultans Casino Complaint Stats