Sultanbet Casino

I believe you are the gaming authority of Sultanbet.com

I am writing to formally raise a complaint regarding a serious issue I’ve experienced with Sultanbet.com platform.

I have been a long-time user of Sultanbet and have deposited significant amounts over time. Recently, I made two separate deposits. While the first one was eventually reflected in my account after a 12-hour delay, the second deposit has now been pending for over three days, despite multiple follow-ups.

Over the past three days, I have been in constant communication with your support team to resolve this issue. I have submitted all required documentation, including transaction confirmations and payment details, exactly as requested. However, I have yet to receive a clear answer or any action to either credit the deposit to my account or refund the amount to my wallet.

It is unacceptable to face such delays and lack of transparency, especially when the issue involves real money and a loyal customer. The pending status is still showing on my account, and no real resolution has been provided.

I respectfully request that my funds be immediately released to my account or returned to my original payment method

I hope this can be resolved quickly and professionally.

I am attaching a screenshots of the conversation with the customer services and the pending amount, which has been 3 days so far.

Hello, AskGamblers

I will start with this that I make research about that which provider to choice and I stop on them, they have really good web desing and a lot of game providers, easy process for making account and a lot of methods of deposit.

I am member who make complains very rarely, but now I am worried about my winning money , I have problem with my withdrawals and I wait enough time before this complaint.

I start with that, that I am verified my account there and i have previous withdrawal without any problem and I was very happy and I have trust to this provider.

The problem start when I make another withdrawal from amount of 1000,36 Euro on 31/03/2023 y.

I ask live support how much time I must wait to approve my withdrawal and they told me from 24-48 Hours,

I am waiting till 03/04/2023 y. and my withdrawal wasn't approved more then 72 hours and I cancel my withdrawal,

with the money from the canceled withdrawal I win more and In the same day 03/04/ 2023 I did another withdrawal of amount 3000 Euro.

I wait again more than 48 hours and on 06/04/2023 and i decide to writing e-mail on support, that I am waiting more then 48 hours to approve my withdrawal and where is the problem. I take answer from the support by the e-mail on 07/04/2023, that they make investigation on my account and withdrawal request will continue after this and I can play without any problems if I want, ( First of all If I wasn't writing e-mail to support to ask what happening with my withdrawal, they not give me any feed back about that they have to investigate my account) I was little disappointed after the answer of support and I check everything on my account I deposit with my own cards, I play without bonuses, I am just playing on the every rules, on 08/04/2023 y. I ask them why they make investigation on my account what is the reason, then on 11/03/2023 support answer me that there is no correlation between this situation and my withdrawal process will continue when casino provider finish necessary checks and If I want I can play without any issues on this period, I ask how long its will take this and answer was that he can't share any time frame of this investigation,

I say that I will wait more and we stop the discussion.

After this conversation I cancel my second withdrawal on 08/04/2023 and I decide to split my withdrawal on 2, I think is more lightness or easy, so I win little bit more and I make 2 withdrawals first with amount of 2085.88 euro and second one amount of 1814,70 euro on date 08/04/2023 y.

Today is 13/04/2023 and I' am still waiting answer from them what happening with my withdrawals, in this case my first withdrawal was on 31/03/2023, so maybe they start Investigate my account after that till this date this is almost 2 weeks.

I have attach files, I hope we can resolve this case without any problems from both sides and continue with happy feelings.