The player from Sweden had submitted a withdrawal request less than two weeks prior to contacting us. Winnings had not been obtained up to that day. The complaint was marked as resolved by the player after the issue was addressed. We confirmed the resolution and closed the case in our system. The player was encouraged to contact us again if any future issues arose.
SunnyBet Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: 37,500 kr
SunnyBet Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
4 months ago
Sunnybet Casino advertises a maximum withdrawal processing time of 24 hours.
This timeframe has been exceeded. When contacted, the casino confirmed that 24 hours is their defined maximum timeframe, but stated that due to high load, withdrawals may take longer. No new timeframe has been provided.
It is important to note that my previous withdrawals with Sunnybet Casino were approved and paid out quickly under the same conditions, using the same verified account and payment method.
No specific reason, Terms & Conditions clause, or concrete completion date has been given for the delay.
I am requesting immediate payout or a clear, written justification based on the casino’s Terms & Conditions.
Public
Public
4 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
4 months ago
Dear liemannen,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
Public
Public
4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear liemannen,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
