Wild Sultan Casino - Аккаунт игрока был неожиданно закрыт.

I played the welcome bonus at WildSultan and when I finished wagering the bonus I had €1747 left in my account. Then I sent documents that were not accepted even though I sent them and a few weeks later my entire account was closed. I tried to contact customer service and they said they are keeping my account closed. When I try to log in I get the message "Unfortunately we are closing your account because we do not accept activity from your region. We apologize for the inconvenience and thank you for your understanding.".

Pelasin welcome bonusta WildSultanilla ja kun kierrätin bonuksen loppuun niin minulle jäi rahaa 1747€ tilille. Sitten lähetin dokumentteja joita ei hyväksytty vaikka lähetin mitä ja muutaman viikon päästä koko tilini suljettiin. Koitin olla asiakaspalveluun yhteydessä ja sanoivat, että pitävät tilini suljettuna. Kun koitan kirjautua sisään niin kirjautumisessa tulee viesti "Valitettavasti suljemme tilisi, koska emme hyväksy toimintaa alueeltasi. Pahoittelemme häiriötä ja kiitämme ymmärryksestäsi.".

Hello Mild,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wild Sultan Casino. Please allow me to ask you a few more question before we would move forward.

• When exactly did you register into the casino?
• Did you enter your address from Finland during registration?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

I probably registered at the casino on January 27, 2025, or I played through my welcome bonus then.

Probably if the casino asked for an address, the artist would give me one that is in Finnish.

I last spoke to the casino on 19.2.2025 and asked why my account was closed and they just said the same reason I received the email for but didn't elaborate and said they were keeping the account closed. I had received this email from them: "Hi Joonas,

I am reaching out to you regarding your account you have with us.

Based on our T&Cs:

15.2 If Wild Sultan becomes aware of suspicious activity that might indicate fraud, money laundering, collusion, or cheating, Wild Sultan reserves the right to freeze your account until investigations have concluded. This may result in the permanent closure of your account and the confiscation of any winnings.

The decision was made to proceed with the closure of your account with no possibility of reopening and with the confiscation of the funds.

In case of any additional questions please refer to WildSultan T&Cs.

Kind regards,

Jack

Casino Specialist

www.wildsultan.com "

And I haven't done any of those things.

Hei,

Rekisteröidyin luultavasti 27.1.2025 kasinolle tai silloin olen welcome bonukseni pelannut.

Luultavasti jos kasino pyysi osoitetta niin kaitoin omani mikä on suomessa.

Kasinon kanssa juttelin viimeksi 19.2.2025 ja kysyin miksi tilini suljettiin ja sanoivat vain saman syyn mistä sain sähköpostin mutta eivät tarkentaneet mitenkään ja sanoivat että pitävät tiline suljettuna. Tälläisen sähköpostin olin saanut heiltä: „Hi Joonas,

I am reaching out to you regarding your account you have with us.

Based on our T&Cs: 

15.2 If Wild Sultan becomes aware of suspicious activity that might indicate fraud, money laundering, collusion, or cheating, Wild Sultan reserves the right to freeze your account until investigations have concluded. This may result in the permanent closure of your account and the confiscation of any winnings.

The decision was made to proceed with the closure of your account with no possibility of reopening and with the confiscation of the funds.

In case of any additional questions please refer to WildSultan T&Cs.

Kind regards,

Jack

Casino Specialist

www.wildsultan.com"

Enkä ole tehnyt ainuttakaan noista asioista.

Thank you Mild for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Mild,

I am so sorry to hear that your funds were confiscated. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Wild Sultan Casino representative to join this conversation and participate in resolving this complaint.

Dear Wild Sultan Casino,

Could you state why the player's account got closed and his winnings confiscated?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. 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’ which may negatively affect its rating.

Hello Mild,

We haven't received any response from the casino yet, so I will try to contact them outside of the complaint thread. Let's hope they will respond as soon as possible. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Hello Mild,

I am in contact with the casino representative outside of the complaint thread. Let's hope they will respond here as soon as possible. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Hello Mild,

I contacted the casino representative outside of the complaint thread, and it appears you haven't passed the verification. Did you receive any information on why you did not pass the verification?

I'll be awaiting your reply.

Hi, as I said at the beginning, I haven't received any information about it. I sent the requested documents which were not accepted at all and then the account was just closed without any warning. And I was given a different reason than the documents in the email.

I am reaching out to you regarding your account you have with us.

Based on our T&Cs:

15.2 If Wild Sultan becomes aware of suspicious activity that might indicate fraud, money laundering, collusion, or cheating, Wild Sultan reserves the right to freeze your account until investigations have concluded. This may result in the permanent closure of your account and the confiscation of any winnings.

„The decision was made to proceed with the closure of your account with no possibility of reopening and with the confiscation of the funds.

In case of any additional questions please refer to WildSultan T&Cs.

Kind regards,

Jack

Casino Specialist

www.wildsultan.com "

This sounds more like they're making up reasons why you don't need to pay me money, when the reasons change all the time.

Hei, niinkun alussa sanoin niin en ole saanut mitään tietoa siitä. Lähetin pyydettyjä dokumentteja mitä ei hyväksytty ollenkaan ja sitten tili vain suljettiin ilman mitään varoitusta. Ja minulle annettiin eri syy kuin dokumentit sähköpostilla.

I am reaching out to you regarding your account you have with us.

Based on our T&Cs: 

15.2 If Wild Sultan becomes aware of suspicious activity that might indicate fraud, money laundering, collusion, or cheating, Wild Sultan reserves the right to freeze your account until investigations have concluded. This may result in the permanent closure of your account and the confiscation of any winnings.

„The decision was made to proceed with the closure of your account with no possibility of reopening and with the confiscation of the funds.

In case of any additional questions please refer to WildSultan T&Cs.

Kind regards,

Jack

Casino Specialist

www.wildsultan.com"

Tämä kuulostaa enemmä että keksitään syitä miksi minulle ei tarviisi maksaa rahoja kun syytkin vaihtuvat kokoajan.

Dear Wild Sultan Casino,

Could you comment on the situation and provide us with information on why the player's funds were confiscated? I will extend the timer by an additional seven days. If you do not respond in such time frame, the complaint will be closed as unresolved, which might lead to lowering the safety index on our website.

I'll be awaiting your reply.

It would be nice if the casino responded here publicly and did not communicate outside of the complaint chain. 🙂

Olisi miellyttävää jos kasino vastaisi tänne julkisesti eikä olisi yhteydessä valitusketjun ulkopuolella. 🙂

Hello Mild,

Could you provide us with the identity documents you have provided to the casino? You can send them to my email address stefan.m@casino.guru. Thank you very much in advance.

I'll be awaiting your reply.

Hello,

I sent the requested documents to the email I had sent to the casino.

Hei,

Lähetin pyydetyt dokumentit sähköpostiin mitä olin lähettänyt kasinolle.

Hello Mild,

Thank you for your response and the documents you have provided.

Unfortunately, the casino failed to provide us with the requested evidence. Therefore, we cannot continue resolving this complaint, and we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue - I recommend you contact the gaming authority the casino is regulated by (CGA) and submit a complaint directly to the regulator (https://www.gamingcontrolcuracao.org/contact).

I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru