Sultanbet Casino - Stížnost hráče na nevyžádané reklamní zprávy.

Hello,

Since my registration some time ago, I have been receiving advertising messages on my mobile phone and I would like to stop this. As there is no option on the casino's site to turn off messages to the phone, I have contacted the support several times and revoked the site's right to send me advertising messages to my phone number. Each time, the support staff said that the request would be forwarded to the responsible department, but I still keep receiving advertising messages on my phone. Since these are not sent from a phone number but are displayed as "Sultanbet", I cannot block the number. I find this to be nuisance, but I can't get the messages stopped via the support as it is being ignored.

Hallo,

ich bekomme seit meiner Registrierung vor längerer Zeit Werbe-Nachrichten auf mein Handy und möchte das abstellen. Da es auf der Seite des Casinos keine Option gibt, mit der man Nachrichten auf das Telefon abschalten kann, habe ich mich bereits mehrere Male an den Support gewendet und der Seite das Recht entzogen, mir Werbe-Nachrichten an meine Telefonnummer zu senden. Jedes mal meinte der Supportmitarbeiter, dass die Anfrage an die zuständige Abteilung weitergeleitet wird, aber ich bekomme noch immer Werbe-Nachrichten auf mein Telefon. Da diese nicht von einer Telefonnummer gesendet, sondern als "Sultanbet" angezeigt werden, kann ich die Nummer auch nicht blockieren. Ich empfinde das als Belästigung, über den Support kann ich die Nachrichten aber nicht abstellen lassen, weil es ignoriert wird.

Dear wuhu93,

Thank you for contacting us. I only assume that if you do not wish to receive any further promotional offers from the casino, you also wish to close your account. Either way, I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services, and this is what I found (here):

Self-Exclusion

You may choose to self-exclude yourself by contacting our Customer Support.

Please note that self-exclusion is available for the following periods:

• 1 month

• 3 months

• 6 months

You may determine your deposit limits based on a maximum daily, weekly, or monthly deposit limit. A request to decrease an existing deposit limit will be put into effect immediately. Requests to increase existing deposit limits will be put into effect 24 hours after the relevant request has been made.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Sultanbet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@sultanbet.com (you can CC me petronela.k@casino.guru in the copy) and keep me informed about any further developments.

You can request to have your account blocked or not receive any promotional offers. It entirely depends on you.

Thank you in advance.

Best regards,

Petronela

Thanks for the answer. I don't want to have my account suspended, I just don't want to receive any more text messages on my phone. As I said, I've done this several times through customer service, but I keep getting the messages.

I want to keep playing, but I don't want to be asked to do it all the time. I don't get emails, only text messages on the phone. So far I've only tried live chat and been ignored, but I'll try again via email.

Thanks

Danke für die Antwort. Ich möchte mein Konto nicht sperren lassen, ich möchte lediglich keine weiteren Textnachrichten auf mein Telefon erhalten. Wie gesagt habe ich das schon mehrmals über den Kundenservice getan, bekomme die Nachrichten aber weiterhin.

Ich möchte weiterhin spielen, aber nicht andauernd dazu aufgefordert werden. E-Mails erhalte ich nicht, nur Textnachrichten ans Telefon. Bislang habe ich es nur über den Live-Chat versucht und wurde ignoriert, ich werde es aber noch einmal über E-Mail versuchen.

Danke

I understand. Please try the email and if the problem continues, we will intervene.

Dear wuhu93,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.