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On the 14/5/20 I won 10k on slots and withdrew it. Operations team advised I had played it all back, I do not believe this happened, so I asked for a summary of the 10k being played back in the casino. I have been waiting 4 weeks, I have spoken to 2 staff, 8 operators on live chat and sent 5 emails? To date I have no answers. Seeking help please

Dear Deirdre,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your account remains accessible, could you please forward your "cashier history"? I assume that you can’t access your "game history" yourself, is that correct, or the fact that you have played your funds is not visible in yours? Please advise if you have accumulated your winnings with or without an active bonus. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi, that is correct, My account remains active to date, unfortunately I have no access to game history or cashier history. I accumulated this particular win of $10k without an active bonus. I Have email confirmation of the 10k withdrawal, I withdrew it & checked the next morning & it didnt appear as pending as it normally does prior to being paid out? This was unusual hence I started querying it on 15may. Best Regards & thank you for looking into this as Ive failed to receive any help from Sultan7.

Dear Deirdre,

Could you please forward the withdrawal confirmation email to petronela.k@casino.guru? Thank you very much.

Hi Petronela, I am happy to email you confirmation an I will forward it to you now. Thank you

Thank you very much Deirdre for providing all the necessary information. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you Petronela for all your help this far, I look forward to following this through with Jozef.

Dear Deirdre.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

The time provided for Sultans to respond has now expired, where too from here please? Is there another organisation I with media exposure that I can use to escalate my complaint, it has been 6 weeks since this occurred and no one from Sultans has responded. Kind Regards.

Hello Deirdre.

The casino is unresponsive to our email but let us try it one more time. 

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

If we fail in establishing the communication line with the casino, your only option will be filing a complaint with their official licensing authority (Malta).

Thank you can I have further details for Malta please

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Deirdre.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Your last option is to file an official complaint at the licensing authority of the casino (Malta). Please, contact me on my email adress (jozef.k@casino.guru) and I will gladly help you with it. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru