12. Complaints
At Wild Sultan Casino, we are committed providing a fair and secure gaming experience. However, if at any point you feel dissatisfied with any aspect of our service, we want to ensure you that you have a clear, transparent and fair way to raise your concerns.
By registering an account and using the services of Wild Sultan Casino, you confirm that you have read, understood, and agree to be bound by this Complaints Procedure.
The Complaints Procedure forms and integral part of our Terms and Conditions and applies to registered players of Wild Sultan Casino.
How to Submit a Complaint
Should you have any question, or if you need any help or you have any complaint, please feel free to contact our customer support team at [email protected] or via live chat. Our customer support team shall use its best reasonable commercial endeavors to help you and resolve your issue as quickly, fairly, and efficiently as possible.
If you believe that your complaint remains unresolved, please fill out the official Complaint Form (here). In the Complaint Form, please include the following information to help us identify you as a registered player of Wild Sultan Casino and provide all necessary information to help us evaluate your complaint:
- Your full name and registered account ID;
- A valid email address;
- A detailed description of your complaint;
- Relevant dates, games titles, or transactions IDs;
- Any supporting documents (screenshots, emails, etc.).
All complaints are free of charge and must be submitted within 6 months from the date of settlement of bet or the date of the incident about which you wish to make a complaint. If you fail to submit your complaint within the stipulated timeframe of 6 months, we may not be able to process or investigate your case.
Complaints can only be made by you as registered player of Wild Sultan Casino. You are not allowed to sell, donate, rent out, lease, pawn, or pledge, under any title, any of your claims against Wild Sultan Casino.
Complaints Resolution Process
Wild Sultan Casino will use its best efforts to resolve any complaints as soon as possible.
If your Complaint is related to responsible gaming, we will use our best endeavors to resolve your complaint within five (5) business days. Upon receipt of such a complaint, we will confirm receipt of your complaint within two (2) business days and provide you with an explanation of how the complaint will be processed. If due to complexity of your complaint we need more time to provide you with a reasonable decision, we shall inform you of the delay which cannot exceed two (2) weeks. If a delay is due to lack of or a slow response from you, the resolution period may be extended by no more than a further two (2) weeks period.
If your Complaint is related to any matter other than responsible gaming, we will use our best endeavors to resolve your complaint within four (4) weeks. Upon receipt of such a complaint, we will confirm receipt of your complaint within one (1) week and provide you with an explanation of how the complaint will be processed and provide you with a notice of average timeline for resolution of your complaint.
Please note that our regulator, does not mediate or intervene in individual player disputes. All complaints must be addressed directly through our internal complaints process and, if necessary, through an approved Alternative Dispute Resolution provider.
Alternative Dispute Resolution
If you are not satisfied with our response to your complaint, or if we fail to respond within the expected timeframe, you have the right to escalate your complaint to an Independent Alternative Dispute Resolution (the ‘’ADR’’) provider licensed and approved by our regulator.
ADR is free of charge, and once the process is initiated, the decision issued is final, binding, and enforceable on both the player and Wild Sultan Casino; however, players must act in good faith and provide truthful, complete information throughout the process.
1 If you withdraw from or abandon the ADR process before a decision is made, the same complaint cannot be resubmitted or referred to the same or different ADR provider.
2 Any misuse of the ADR mechanism, including false claims, abusive conduct, or attempts to manipulate the process may result in the complaint being dismissed.