The player from Germany had her account blocked due to a new address change and was unable to withdraw her winnings from October 3, 2025. The Complaints Team had attempted to assist her by requesting additional documentation and communicating with the casino regarding her address verification. However, due to a lack of response from the player, the investigation could not proceed, leading to the rejection of the complaint.
Sunmaker Casino - Player’s account is blocked.
Closed
Our verdict
Player stopped responding
Amount: €700
Sunmaker Casino
Safety Index:Very highCase summary
Discussion
Public
Public
3 months ago
Translation
Account blocked due to new address. No payout. Winnings from October 3, 2025.
Automatic translation:
Public
Public
3 months ago
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Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please specify if you had verified your previous address at this casino before?
- When exactly did you change your address of residence?
- Do you have any documents proving that you lived at the address stated in your casino profile, as well as any documents confirming your new address?
- Have you submitted any document to the casino showing your new address that differs from the one in your casino profile?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Public
Public
3 months ago
Translation
All documents were sent for review. Then I was asked why there was a new address on the document. Of course, because I had moved. But I had moved a long time ago. I didn't know I had to provide the address.
Automatic translation:
Public
Public
3 months ago
Thank you for your reply. Could you please confirm whether you have provided the casino with any official, government-issued documents or utility bills showing that you previously lived at your old address and have since moved? Have you also informed the casino about your change of permanent address?
Please forward me all communication between you and the casino’s customer support regarding the verification of your addresses to [email protected]. Thank you for your patience and cooperation.
