NaslovnaPritužbeWild Sultan Casino - Kašnjenje u povlačenju igrača zbog prevelikih zahteva za dokumentima.
Wild Sultan Casino - Kašnjenje u povlačenju igrača zbog prevelikih zahteva za dokumentima.
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Wild Sultan Casino
Index sigurnosti:Visok
Sigurnosni indeks
Kazina sa visokim indeksom sigurnosti obično imaju veliki broj posetilaca i mali broj nerešenih pritužbi. Igrači mogu očekivati da će igrati sigurno i da će prema njima dobro postupati u kazinima sa visokim indeksom sigurnosti.
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08/03/2024
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Rešeno : 04/10/2024
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The player from Canada had faced issues with his withdrawal from an online casino. The casino had requested additional documents regarding his bank account and proof of address. Despite having provided sufficient identification, the casino had blocked his account from making deposits. His repeated attempts to contact the casino had gone unanswered. After he submitted his complaint to the Complaints Team, they had communicated with the casino on his behalf. The casino had acknowledged their mistake in requesting unnecessary documents and confirmed that the player's winnings had been verified. The player later confirmed that he had received his withdrawal. The issue had been successfully resolved.
Igrač iz Kanade se suočio sa problemima sa povlačenjem iz onlajn kazina. Kazino je zatražio dodatnu dokumentaciju u vezi sa njegovim bankovnim računom i dokaz o adresi. Uprkos tome što je pružio dovoljnu identifikaciju, kazino je blokirao njegov račun od uplate depozita. Njegovi ponovljeni pokušaji da kontaktira kazino ostali su bez odgovora. Nakon što je podneo žalbu Timu za žalbe, oni su komunicirali sa kazinom u njegovo ime. Kazino je priznao svoju grešku u traženju nepotrebnih dokumenata i potvrdio da je dobitak igrača verifikovan. Igrač je kasnije potvrdio da je primio povlačenje. Problem je bio uspešno rešen.
Svi moji dokumenti su odobreni za identifikaciju kao što možete videti na priloženim snimcima ekrana ovde.
GLAVNI problem su moje isplate. Rekli su mi da moram da učitam dokumente o svom bankovnom računu (ID) i/ili bankovnom izvodu. Ako to nemaju, ne mogu da nastave.
Već imaju gomilu dokumentacije, čak i sa mojom slikom.
Ja pravim svoj depo sa Interact-om tako da mogu da plate preko Interact-a BEZ traženja od mene drugih dokaza. Kada napravim svoj depo, da li su mi bili potrebni podaci o njihovom bankovnom računu ili su im bili potrebni moji? Ne, naravno, tako da mogu da naprave depo interakcijom. Oni može da mi pošalje lozinku, naravno ako je potrebno, ali svi ostali kazino (7 drugih kazina) nikada mi ne traže dokumente za depo. Razumem da neka kazina mogu da traže dokumente, ali NE moje lične podatke od moje banke. NEMA NAČINA, kako mogu imati poverenja da pošaljete lične bankovne podatke kazinu kome je nemoguće pridružiti se?
1. marta su mi poslali mejl da napomenu da su me BLOKIRALI za DEPOT jer su "s obzirom na vaše komentare koji su vaši depoziti upravo blokirani" (snimci ekrana). Dodaju: "Hvala vam na strpljenju i razumevanju" ali NIKAD VRATIO SE.
3. mart šaljem im dugačak mejl (snimke ekrana). Još uvek nisu odgovorili, a danas je 8. mart.
Dakle, problem je povlačenje. Da li kazino sa licencom sme da traži veoma lične informacije kao što je bankovni račun?
Uz moje poštovanje "Guru", pozivam vas da odete na veb lokaciju "Trust Pilot" i upišete "Vild Sultan" Recenzije su tako užasne i ove recenzije su vrlo nedavne (decembar 2023; januar-februar-mart 2024) Mnogo ovih ljudi imaju iste probleme kao ja.
Hvala vam puno "Guru" unapred. Proveo sam mnogo sati da bih osvojio ovaj novac za stolovima za rulet.
All my documents were approved for ID as you can see in screenshots attach here.
The MAIN problem is my withdraws.They said that i need to upload documents about my bank account(ID)and or bank statement.If they don't have this they can't proceed.
They already have lot's of documentation,even with my picture.
I make my depot with Interact so they can pay by Interact WITHOUT asking me for other prove.When i make my depot did i need their bank account info or did they need mine?No of course so they can make the depot by interact.They can send me a password of course if necessary but all other casino(7 others casinos)never ask me documents for depot.I understand that some casinos can ask for documents but NOT my personal info from my bank.NO WAY,how can have confidence to send personals bank info to a casino who's impossible to join?
March the 1st they send me an email to mention that they BLOCKED me for DEPOT because that "in view of your comments you deposit have just been blocked" (screenshots).They add:"Thank you for your patience an understanding" but they NEVER CAME BACK.
March 3 i send them a long email(screenshots).They still didn't answer and today it's March the 8th.
So withdraws is the issue.Does a license casino are allowed to ask very personals infos like bank account?
With my respects "Guru" i invite you to go on the website of "Trust Pilot" and type "Wild Sultan"Reviews are so horrible and these reviews are very recent (december 2023;January-February-March 2024)A lot's of these people have the same problems than me.
I thank you very much "Guru" in advance.I spent lot's of hours to win this money at roulette tables.
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaš problem.
Imajte na umu da je KIC veoma važan i suštinski proces, tokom kojeg kazino osigurava da se novac pošalje pravom vlasniku. Kako nemaju luksuz da fizički vide sve igrače i provere njihove identifikacione i dokumente, to je jedini način na koji kockarske ustanove mogu da završe procedure verifikacije. Nijedan od ozbiljnih i licenciranih kazina ne shvata KIC olako i može potrajati nekoliko radnih dana da se ovaj temeljni proces završi.
Da li sam dobro razumeo da se čini da je verifikacija načina plaćanja jedina prepreka koja stoji između vas i vaših dobitaka?
Da li ste dali sve ostale lične dokumente da potvrdite svoj identitet?
Prema prosleđenom snimku ekrana, ni vaš dokaz adrese nije prihvaćen. Je li tako?
Nadam se da ćemo moći da vam pomognemo da rešite svoj problem što je pre moguće. Radujemo se Vašem odgovoru.
Srdačan pozdrav,
Petronela
Dear PlymouthFury1970,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
Have you provided all the other personal documents to verify your identity?
According to the forwarded screenshot, your Proof of Address hasn't been accepted either. Is that correct?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Zdravo Petronela i hvala vam što ste prihvatili moju žalbu. Izvinite unapred, govorim francuski i dajem sve od sebe.
Da, glavni problem je, kao što pominjete: „Ta verifikacija u načinu plaćanja izgleda jedina prepreka koja stoji između vas i vaših dobitaka" kao što sam spomenuo u svom poslednjem komentaru koji možete videti iznad.
Morao sam da pošaljem ne 1, ne 2 već 3 različita dokaza moje adrese koje oni konačno prihvataju! Nisu prihvatili jedan od ovih dokumenata na početku rekavši da je isečen. Šaljem im ISTI dokument 2 dana nakon toga oni prihvati! Bizarno! Dakle, dokaz adrese više nije problem, ali hej, želim da vidiš moje lične podatke na mom bankovnom računu! Nema šanse da im nikad u životu pošaljem ove dokumente i.
Iskreno, Petronela, ne razumem tvoju poentu kada pominješ da je KIC toliko važan: već imaju 3 dokumenta sa mojom adresom i jedan od njih ima moju sliku. idite na „Trust Pilot" i ukucajte „Vild Sultan". Niko nema poverenja u ove momke. Jedini razlog zašto imaju visok indeks bezbednosti na „Guru" je zato što su dobri komentari bili pre 5 godina, a poslednja dva komentara su užasno. Razumem proces KIC-a, ali molim vas Petronala sa svim svojim poštovanjem: Da li biste dali svoje lične podatke nekome kome je apsolutno nemoguće da se pridruži? Skrivate se u fiskalnom raju? Nalazi se u Curucao-u, mestu gde ste tako lako dobili licencu baš kao u kutiji sa žitaricama? Postoji skoro nula nadzora za ove tone kazina.
Govorimo o tome da su strogi po pitanju verifikacije da bi se izbeglo pranje novca: Koliko kazina SAMOG PRANjA novca? Šta će da urade sa podacima o mom bankovnom računu?
To je tako bizarno jer sam registrovan u 7 drugih onlajn kazina, kazina sa veoma visokim indeksom bezbednosti i NIKO od njih me ne pita šta me "Divlji Sultan" pita! Novac je na mom računu, a da me ništa ne pita!( Leo Vegas;King Billi;Rocket Plai;Rizk" itd. )koristeći Intercat.Kada koristite Interact, nema potrebe da znate druge osobe o njihovim ličnim podacima.
Na forumu na FB-u neko mi je rekao ovo: "Imaju Curaco licencu za kockanje. Mogu da odlože vaše povlačenje, ali NE MOGU da odbiju vaše povlačenje. Ako vas prevare zbog ovoga, možete podneti zvaničnu žalbu davaocu licence za kockanje" U redu, Kako da ovo uradim? Nakon vas, ako radi, gde da idem? Da li ZAISTA postoji ozbiljna komisija za kockanje koja ozbiljno shvata ove slučajeve? I voleo bih da vidim da li je ovo: „Da li je legalno pitati nekoga za bankarstvo za lične podatke infos?" Velike sumnje u vezi ovoga!
Ne odgovaraju na moje imejlove i uvek sam bio ljubazan sa njima. Neko je rekao da je to veoma loš znak ako više ne odgovaraju na moje imejlove.
Na jednom forumu mi je neko rekao da ovi "tipovi" kazina rade sve da od vas traže punu dokumentaciju U NADAJU DA ĆETE ODUSTATI.
Hvala vam puno na saradnji.
Srdačan pozdrav iz Kanade.
Normand S******
Hi Petronela and thank you for taking my complaint.Sorry in advance i speak french and i do my best.
Yes the main problem is,as you mention:"That verifying in the payment method seems the only obstacle standing between you and your winnings" as i mention in my long last comment that you can see above.
I had to sent not 1,not 2 but 3 different prove of my address that they finaly accept!They didn't accept one of these documents at the beginning saying that it was cropped.I send them the SAME document 2 days after that they accept!Bizarre!So the prove of adress is no more an issue but hey want to see my personals infos on my bank account!No way an never in my whole life i'm gonna send them these documents and.
Honestly Petronela i don't understand your point when you mention that KYC is so important:they already have 3 documents with my adress and one of them has my picture.And,did you see the horrible comments for "Wild Sultan" especially when you go on "Trust Pilot" and type "Wild Sultan".Nobody has confidence with these guys.The only reason why they have a high index security on "Guru" is because the good comments were like 5 years ago and the last two comments are horrible.I understand the process of KYC but i ask you Petronala with all my respects:Would you give your personals infos to someone who's absolutely impossible to join?Hiding in fiscal paradise?Located at Curucao, a place were you get a license so easily just like in a cereal box?There is almost zero supervision for these tons of casinos out there.
We are talking that they are severe about verefication to avoid money laundering:How many casinos are making THEMSELVES money laundering?What are they gonna do with my banking account info?
It's so bizarre cause i'm register in 7 others online casinos,casinos with a very high index of security and NO ONE of them ask me what "Wild Sultan" ask me!The money is right in my account without asking me nothing!(Leo Vegas;King Billy;Rocket Play;Rizk" etc. )using Intercat.When you use Interact,no need to know the other person their personals infos.
On a forum on FB someone told me this:"They are having Curaco gambling license.They can delay your withdrawl but CAN'T refuse your withdraw.If they scam you for this you can file official complaint to gambling license provider"Ok so,how i do this?After you if it's working where do i go?Is there REALLY a serious gambling commission who take these cases really seriously?And i i'd love to see is this:"Is it legal to ask someone their personals banking infos?"Big doubts about this!
They don't answer my emails and i always been polite with them.Someone here said that it,s a very bad sign if they don't answer my emails anymore.
On a forum someone told me to that these "types" of casino are doing everything for asking you full of documents HOPING THAT YOU ARE GONNA GIVE UP.
Da li ste imali kontakt sa "Vild Sultan"? Danas, 15. marta, "Vild Sultan" (Henrikue) me kontaktirajte putem e-pošte. Moja poslednja e-poruka koju sam im poslao bila je 3. marta 2024. Odgovorili su 12 dana kasnije, ali možda zato što ste ih kontaktirali ?
Vratiću se sledeće nedelje sa više detalja, ali ništa kao promena, a to je još najgore! Pitaju me VIŠE ličnih podataka nego što su tražili prošli put! Nema kazina od mene traži ovakve informacije!
Ugodan vikend Petronela.
Normand S******
Hi Petronela,
Did you had contact with "Wild Sultan'?Today March 15 "Wild Sultan" (Henrique)contact me via email.My last email that i send to them was March the 3 2024.They answer12 days after but maybe it's because you contact them?
I'll come back next week with more details but nothing as change and it's even worst!They ask me MORE personal infos than they asked the last time!Zero casinos ask me for infos like this!
Puno vam hvala, PlimouthFuri1970, na pružanju svih potrebnih informacija. Vašu žalbu ću sada preneti mojoj koleginici Dominiki ( dominika.l@casino.guru ) koji će vam biti u pomoći. Želim vam puno sreće i nadam se da će vaš problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thank you very much, PlymouthFury1970, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Malo sam u žurbi jutros, ali Vild Sultan mi je ostavio poruku 15. marta. Moja poslednja e-poruka im je bila 3. marta. Osim njihovog odgovora mnogo pre toga. Traže od mene veoma lične podatke o moj bankovni račun za povlačenje. Zapravo, traže VIŠE dokumenata o mojim bankovnim podacima nego što su tražili ranije!
Nema kazina traži od mene lične podatke o mom bankovnom računu.
Pišete mi da mogu da pozovem Divljeg sultana da se pridruži razgovoru, ali KAKO da ovo uradim ovde?
Svaka vlada ili banka na ovoj planeti je rekla/preporučila da NIKAD NIŠTA NE šaljemo ako nemamo garanciju da nije bezbedno. Žao mi je, ali nemam nikakvog poverenja u Divljeg sultana. Kritičari o njima su jednostavno užasni, posebno na " Trust Pilot".
Ali, naravno, spreman sam da razgovaram sa njima i sa vama.
ugodan dan.
Hvala na pomoći.
Normand S******
Hi Dominka,
I'm a little bit in a hurry this morning but Wild Sultan left me a message the March 15.My last email to them was March the 3.I except a response from them way before that.They ask me for very personal info of my banking account to withdraw.Actually,they ask MORE documents about my banking info than they asked before!
Zero casinos ask me for my bank account personals infos.
You write me that i can invite Wild Sultan to join the conversation,but HOW i do this here?
Every governement or bank on this planet said/recommend to NEVER send ANYTHING if we don't have the garanty that it's not secure.I m sorry but i have zero confidence in Wild Sultan.The critics about them are simply horrible,especially on "Trust Pilot".
But of course im ready to talk with them and with you.
Zdravo PlimouthFuri1970 , upravo sam dobio informaciju iz kazina da će vam poslati povlačenje. Možete li potvrditi kada primite uplatu?
Hello PlymouthFury1970, I've just received information from the casino that they will send you the withdrawal. Could you please confirm once you have received the payment, please?
Još nema depoa iz "Divljeg sultana" danas, 21. marta.
Ovde ćete pronaći 4 različita snimka ekrana:
1) Upozorenja moje vlade o slanju ličnih bankarskih podataka. Iskreno, znao sam to i ranije, ali moram da dokumentujem svoj zahtev vama i njima
2) Snimci ekrana mog zahteva se povlače. Prošlo je skoro mesec dana od kada sam zatražio prvo povlačenje. Mislim da je protivno njihovim zakonima DRŽANjE NOVCA.
3-4 )Snimci njihovog poslednjeg mejla 15. marta i moj odgovor na njih danas, 21. marta...
Još jednom hvala na pomoći. Uložio sam mnogo energije u to, ali za 710,00 dolara vredi.
Normand S******
Hi Dominika,
Still no depot from "Wild Sultan" today March the 21.
Here you'll finf 4 differents screenshots:
1)Warnings from my governement about sending personals banking infos.Honestly i knew that before but i have to document me request to you and to them
2)Screenshots of my request withdraw.It' now almost a month since a ask for a first withdraw.I think it's against their laws TO HOLD MONEY.
3-4 )Screenshots of their last email March the 15 and my answer to them today the 21 March....
Thanks again for your assistance.I put lot's of energy with that but for $710.00 it's worth it.
Pozdrav od VildSultana i hvala vam što ste izrazili zabrinutost u vezi sa vašim nalogom igrača,
Želeli bismo da se prvo izvinimo zbog neprijatnosti koje ste osetili u vaše ime zbog verifikacije vašeg naloga i da vas obavestimo da nam je vaše zadovoljstvo kao klijenta od najveće važnosti.
Isto tako, i vaša bezbednost je i VildSultan želi da vam izrazi da je bezbednost igrača nešto što shvatamo izuzetno ozbiljno.
Želimo da vas obavestimo da kao kazino pružamo usluge za više igrača sa različitih tržišta koji koriste različite metode depozita i povlačenja, a za mnoge od tih metoda od nas se zahteva da proverimo detalje plaćanja kako bi naši igrači dobili svoje dobitke na tačan račun.
Takav je slučaj da u vašem slučaju to zapravo nije bilo potrebno i stoga, VildSultan želi da vam uputi naše izvinjenje što smo greškom zatražili takvu dokumentaciju od vas za vaše povlačenje.
Pored toga, želimo da vas obavestimo da je vaš slučaj rešen i da je vaš dobitak naknadno verifikovan od strane tima.
Nadamo se da ćete naći gore navedeno u redu i da vas obavestimo da vas cenimo kao kupca i da vam želimo mnogo sjajnih pobeda u budućnosti!
Srdačan pozdrav od sultana,
Hello from WildSultan and thank you for expressing your concerns with regards to your player account,
We would like to first off apologise for the inconvenience felt on your behalf on account of the verification of your account, and let you know that your satisfaction as a customer is of the utmost importance to us.
Likewise, so too is your security and WildSultan wishes to express to you that player security is something that we take extremely seriously.
We would like to inform you, that as a casino we cater to multiple players from different markets who use different deposit and withdrawal methods, and for many of those methods we are required to verify the payment details in order for our players to receive their winnings to the correct account.
Such is the case, that in your instance this was not actually required and therefore, WildSultan would like to extend our apology to you for having mistakenly requested such documentation from you for your withdrawal.
Additionally, we would like to inform you that your case has been resolved and your winnings have been subsequently verified by the team.
We hope you will find the above in order, and let you know that we appreciate you as a customer and wish you many great wins in the future!
Drago mi je da čujem da je vaš problem uspešno rešen. Sada ću žalbu označiti kao „rešenu" u našem sistemu.
Hvala vam na saradnji i ne ustručavajte se da kontaktirate naš centar za rešavanje žalbi ako budete imali problema sa ovim ili bilo kojim drugim kazinom u budućnosti. Tu smo da pomognemo.
Srdačan pozdrav,
Dominika
Casino.Guru
Dear PlymouthFury1970,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Dominika
Casino.Guru
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