Support

At Sultan Games, comfort means not only guides and reviews but also timely assistance.
Support is available 24/7 in Russian and Kazakh. We consider Kazakhstan’s local context: examples are shown in KZT, we explain standard identity checks (KYC), and guide users on how to act within national legislation.

Contact channels

You can reach us via live chat on the website or by e-mail. Live chat is the fastest way to resolve issues with access, deposits/withdrawals, bonuses, and technical situations. E-mail is convenient for detailed cases with attachments (screenshots, KYC documents) or formal requests. If a ticket is already open, short status updates may be passed through a connected messenger. Any actions related to operator accounts are confirmed only after verification.

What to prepare before contacting support

• Your ID/login and contact e-mail linked to the account; a brief description of the issue and a screenshot of the error (if available).

• Payment details for financial matters: method, amount, date/time; for cards — last 4 digits, for wallets/crypto — transaction ID; ticket number if you previously contacted support.

Registration, access, and KYC

If you cannot log in, check your login/password and 2FA code, then use password recovery and write in chat — the operator will verify your details and assist. Identity verification is required before the first withdrawal or for security reasons: passport/ID, selfie check, and address confirmation if necessary. Verification is performed once and speeds up subsequent payouts with the operator.

Payments and withdrawals

The base currency is KZT; transactions in other currencies are converted at the provider’s rate. Deposit and withdrawal methods (bank cards, local solutions, e-wallets, partner channels) are shown in the operator’s “Cashier” section with limits and timelines. Deposits are usually credited instantly; withdrawal times depend on the method and KYC status. If a transaction is under review, support will inform you of additional steps.

Bonuses and promo codes

In chat you can clarify how to activate bonuses, wagering rules (game contribution, max bet, expiry), and typical reasons for bonus rejection. The operator will explain how to avoid errors when activating promo codes and where to see current promotion rules.

Security and data protection

Official support never asks for full card numbers, CVV/CVC codes, internet banking passwords, SMS codes, or your account password. Always check the domain and contacts in the “Support” section. If you suspect phishing, immediately report it in chat — we will help you safely end the session and restore access. Enable two-factor authentication and never share codes with third parties.

Responsible gaming

In Kazakhstan, gambling is allowed only from the age of 21. Operators provide tools such as deposit/bet/loss limits, playtime reminders, time-outs, and full self-exclusion. Citizens of Kazakhstan can also access the government’s self-exclusion service via eGov Mobile. If gambling interferes with work, studies, or relationships, take a break and seek professional help.

Escalation and updates

If a case requires additional checks (payment, KYC/AML, bet settlement disputes), support opens a ticket and forwards it to a specialized team. You receive updates by chat or e-mail until full resolution.

How to choose the right channel

• Live chat: urgent questions about access, payments, bonuses, or technical issues.

• E-mail: detailed cases with attachments, complaints, or official requests; for open tickets — short status questions via connected messenger.

Legal notice

Sultan Games is an informational portal. We do not accept bets, run gambling, or process payments. Any actions on operator websites are performed by users independently and regulated by the operator’s rules and Kazakhstan’s legislation.

Contacts

For questions about support and content quality, write to support@sultangames.kz or use the live chat on the website.