Sunplay Casino - general discussion

If you want to discuss anything related to Sunplay Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

I made a deposit of 500BRL and had gains while I had an active bonus, but I had only wagered 480 BRL, so I canceled the bonus since I had not used the bonus and went to withdraw. However, the site demanded that I bet 50% of all my winnings, but there is no information about the terms and conditions, the only requirement would be that I bet 0.5 of my deposit, which I had already done. I was treated extremely poorly, they prevented me from contacting support for 3 hours and they did not respond to my emails. I do not recommend this site.

Chat started on 17 Aug 2023, 06:23 PM (GMT+0)

(06:23:42)*** Visitor 81606787 joined the chat ***(06:23:42)Visitor 81606787

hey

(06:23:45)Sunplay

We're connecting you with a Sunplay expert

(06:23:46)*** Gabriela joined the chat ***(06:23:50)Visitor 81606787

hello

(06:23:50) Gabriela

Hello! Thank you for contacting Sunplay support

My name is Gabriela, I will be attending to you from now on.

(06:23:52)Gabriela

Good afternoon! How can I help you today?

(06:24:22) Visitor 81606787

Isa Viana < 2isapaula.1414@gmail.com >

11:54 (3 hours ago)

for support

Good afternoon, I was trying to solve a problem in the Chat and I was very disrespected. I can't make a withdrawal, while I was trying to solve my problem the operator closed the chat before solving my doubts and now I'm unable to open the chat again. I would like to know the reason for this situation? I will be opening a complaint on official forum. The supervisor who closed my chat without answering my questions was Neymar, and now I can't open it anymore

(06:24:47)Gabriela

Please let me know your account registration email so I can verify it.

(06:25:01) Visitor 81606787

I spent 3 hours without being able to use the chat

(06:25:10) Visitor 81606787

2isapaula.1414@gmail.com

(06:25:26) Gabriela

Wait a moment please.

(06:27:26) Visitor 81606787

Yesterday I contacted support and they informed me that if I canceled my bonus I could withdraw the full amount from my balance, As my bonus had not been canceled I contacted support again today asking for the cancellation of the bonus so that I could make a withdrawal, after my bonus was canceled by the support I tried to make a withdrawal it was not possible, I was informed that I would have to wager 50% of my winnings before making a withdrawal. In the terms and conditions of the website it says that "

When wagering with a deposit bonus attached, the deposit balance must be used first, followed by the bonus balance. All winnings derived from a bet with an attached bonus are considered bonus balances."

But Neymar from online support informed me that I used the bonus amount to get my current earnings, but I was explaining to him that I didn't use the bonus amount, that the amount I used was just of the deposit. He informed me that there is a policy that justifies this attitude of the site but he didn't want to send me the policy. I ask for an explanation for this disrespectful and inconvenient situation.

(06:28:08) Gabriela

Thank you for the informations. Please wait a moment longer while I check your case.

(06:28:15) Visitor 81606787

OK

(06:34:19) Gabriela

I apologize for the delay, we are evaluating your case.

(06:34:23)Gabriela

Please wait one more moment

(06:34:29) Visitor 81606787

OK

(06:41:00) Visitor 81606787

I am waiting

(06:41:36) Gabriela

We are reviewing your case. We thank you for your understanding and ask that you wait a moment longer.

(06:42:34) Visitor 81606787

OK

(06:52:48) Visitor 81606787

I'm waiting for an answer

(06:53:08) Gabriela

Wait a moment longer, please.

(06:53:45)*** Neymar joined the chat ***(06:53:45)Visitor 81606787

OK

(06:53:46)Neymar

Hello, I'm Neymar.

Supervisor at Sunplay.

(06:53:52) Visitor 81606787

hello

(06:53:59) Visitor 81606787

then

(06:54:12)Neymar

3.3. In the event that a user requests a withdrawal of funds, but the sum of bets placed since the last deposit is less than 0.5 (half) times the amount of this deposit, we reserve the right to charge the user for the costs of processing the transaction, including deposits and withdrawals. This measure aims to prevent abuse of the system and ensure the integrity of our financial operations.

(06:54:14) Visitor 81606787

we talked earlier and you didn't solve my problem

(06:54:49) Visitor 81606787

what are the costs?

(06:55:01)Neymar

The answer is that you must bet 838. There is no other answer. I'm sorry, but you must meet the requirements to withdraw.

(06:55:03) Visitor 81606787

and why did you tell me something different before?

(06:55:44)Neymar

You must bet 838

(06:56:07) Visitor 81606787

but if I win again will I have to bet 0.5 again?

(06:56:14) Visitor 81606787

of earnings?

(06:57:13) Visitor 81606787

So I can't withdraw more than this amount?

Chat transcript continued:

(06:57:23)Neymar

No, the pending balance for betting is 838. If you win, it doesn't affect anything

(06:57:37) Visitor 81606787

this information is very confusing

(06:57:48) Visitor 81606787

this term only refers to the bonus

(06:57:49) Visitor 81606787

?

(06:58:26) Visitor 81606787

I deposited 500 reais

(06:58:55) Visitor 81606787

and I bet more than 700BRL

(06:59:48) Visitor 81606787

actually it wasn't that

(06:59:56) Visitor 81606787

I bet 500BRL

(07:00:10) Visitor 81606787

what is greater than 0.5

(07:00:18) Visitor 81606787

Or is this information incorrect?

(07:00:43) Gabriela

I'll explain it another way.

Let's go!

As requested, we have removed the bonus from your account.

Some of your winnings were made with the Active Bonus. The requirements for these winnings to be a drawer must be met.

As stated in the term: "All winnings derived from a bet with an attached bonus are considered bonus balances."

I was using real balance but with the bonus attached, so the balance is considered as a bonus, since the bonus goal has not been completed, you need to fulfill the rest.

(07:01:25) Gabriela

There is also a need to bet at least half of the deposited amount (0.5) for your withdrawal to be enabled.

(07:01:27) Visitor 81606787

but according to the terms the actual balance is used first

(07:01:54) Visitor 81606787

since the last deposit I bet 480BRL

(07:02:05) Visitor 81606787

what is greater than .5

(07:02:07)Gabriela

But when you deposit and agree to add a bonus to your account, the bonus balance is attached to the real one, becoming a single wallet

(07:02:12) Visitor 81606787

is this incorrect?

(07:02:30) Visitor 81606787

but i canceled the bonus

(07:02:59) Gabriela

It canceled, but there were gains during the period when the bonus was active.

(07:03:02) Visitor 81606787

and at the time of cancellation I was told that I could withdraw 1676

(07:03:14) Visitor 81606787

I have the chat transcript

(07:03:23)Gabriela

For this reason, it is necessary to comply with the wagering target of the bonus.

(07:03:30) Visitor 81606787

gains realized with the deposit amount

(07:03:46) Visitor 81606787

I will send the transcript

(07:04:05) Gabriela

Please understand that these are the rules of the platform. Bets must be placed.

(07:04:08)Neymar

I'm sorry, but I must bet on 838. There's nothing we can do about it.

(07:04:31) Visitor 81606787

08:29:01) Sunplay

We're connecting you with a Sunplay expert

(08:29:07) *** Chico joined the chat ***

(08:29:13) Boy

Welcome to Sunplay Casino Live Support. What can I do for you today?

(08:29:16) Visitor 82617685

If I make a withdrawal request will I lose my bonus?

(08:29:37) Boy

one second

(08:29:46) Visitor 82617685

OK

(08:31:21) Boy

if you request a withdrawal before completing the rollover, the bonus and wager is reset to zero

(08:32:06) Boy

if you have a real balance that you want to withdraw, the bonus is lost

(08:32:18) Visitor 82617685

How do I know what my real balance is?

(08:32:30) Boy

Could you confirm your name and email registered in your Sunplay account, please? i check for you

(08:32:44) Visitor 82617685

If I withdraw only the real and leave the bonus, can I use it?

(08:33:04) Visitor 82617685

my name is isa, my email 2isapaula.1414@gmail.com

(08:33:19) Boy

it is not possible to do it that way, if you try to withdraw, you will lose the bonus

(08:33:24) Boy

one second, isa

(08:33:33) Visitor 82617685

MY ID 47084

(08:33:56) Boy

perfect thank you. I'll check here and I'll let you know

(08:34:15) Visitor 82617685

OK

(08:36:32) Boy

Isa, you have 1,676.00 BRL in real balance and 498.70 BRL in bonus, if you try to withdraw, because the rollover of this bonus is not yet complete, you will lose its value

(08:37:01) Visitor 82617685

so the 498.7 I lose?

(08:37:05) Boy

that

(08:37:17) Visitor 82617685

Thank you for your help

(08:37:31) Boy

nothing, can I help you with something else?

(08:37:37) Visitor 82617685

no

(08:37:40) Visitor 82617685

thanks

(08:37:48) Boy

fine then. Thank you for the contact! If you need anything else, send us a message, we'll be happy to help.

I wish you the best of luck in your games and a bright night!

(08:37:52) *** Chat Rating request has been sent. ***

(08:38:32) Visitor 82617685

hey

(08:38:49) Boy

he can talk

(08:38:49)

(08:38:49) *** Visitor 82617685 has commented: good ***

(08:38:59) Visitor 82617685

I can't get

(08:39:09) Boy

tell me what's going on please

(08:39:28) Visitor 82617685

says I still have to complete the rollover

(08:40:03) Boy

I understand, if you want, we can remove your bonus, do you want to make the request?

(08:40:09) Visitor 82617685

Yes

(08:40:26) Boy

ok, I will forward it to the responsible sector and it will soon be removed

(08:40:34) Visitor 82617685

thanks

(08:40:39) Boy

I noticed that your details are not filled in either

(08:40:46) Boy

Chat transcript continued:

(08:40:46) Boy

please access this link: https://sunplay.casino/en/user/personal-profile

(08:41:08) Boy

and complete the data with an asterisk (*), remembering to save at the bottom of the page

(08:41:14) Visitor 82617685

I will fill

(08:41:41) Boy

straight

(08:44:45) Visitor 82617685

in my data it is not possible to put my full address

(08:44:52) Visitor 82617685

what should I do??

(08:45:35) Boy

you can just put the street or whatever fits, no problem ^^ you can leave the phone blank

(08:45:46) Visitor 82617685

right

(08:46:00) Boy

anything you can ask

(08:46:41) Visitor 82617685

it's OK

(07:05:14) Gabriela

BRL 838.00 is the amount you still need to bet at the moment.

(07:05:24) Visitor 81606787

but I cannot be harmed by inconsistent information

(07:05:29)Neymar

I am really sorry. You must bet 838. There is no other solution

(07:06:14) Visitor 81606787

Why couldn't I use the support for 3 hours?

(07:06:44)Neymar

You logged in several times a day. We must serve more users.

(07:06:59) Visitor 81606787

just once today

(07:07:06) Visitor 81606787

and this is the second

(07:07:26) Visitor 81606787

and you ended the chat even though I claimed that you had doubts

(07:07:29)Neymar

The final answer is that you must bet $838

(07:07:34)Neymar

(07:07:58)Neymar

Have a great day

(07:08:02) Visitor 81606787

I will file a complaint against the site

(07:09:17) Gabriela

I understand that this is not the answer you want, but these are the rules of our platform.

When you requested the bonus credit, you agreed to the terms of use.

(07:09:35) Visitor 81606787

but the terms don't say that

(07:09:53) Gabriela

We ask that you continue placing bets until you meet the target set by your bonus.

(07:09:55) Visitor 81606787

bonus terms says deposit is wagered9 first

(07:10:10) Visitor 81606787

that's what i agreed to

(07:10:30) Visitor 81606787

and I fulfilled the term

(07:10:37) Gabriela

The moment the bonus is credited to your account, it is necessary to meet the rollover target.

(07:10:38) Visitor 81606787

I bet more than 0.5

(07:10:51) Visitor 81606787

I see no reason for this situation

(07:11:07) Visitor 81606787

but the bonus was cancelled, correct?

(07:11:23) Visitor 81606787

Why was I not informed of this before cancelling?]

(07:11:38) Visitor 81606787

because this is not in the terms of the bonus specifically

(07:12:10)Neymar

I'm sorry, but the $838 must be played

(07:12:23)Gabriela

Since you won the amount while you had the bonus in your account, it is necessary to carry out the total bets

(07:12:31) Visitor 81606787

Why was I not informed of this before the bonus was cancelled?

(07:12:31) Gabriela

At the moment, you still need to bet 838 reais

(07:12:58) Visitor 81606787

I have the chat transcript

(07:13:25)Neymar

The same would happen. The Bonus has 40X conditions, you would have to play a lot more. Here you only have to bet $838

(07:13:53) Visitor 81606787

but my balance before was bigger

(07:13:56)Neymar

If you want Reactive or Bonus

(07:13:58) Visitor 81606787

I lost the bonus

(07:14:19)Neymar

In any situation you must play.

(07:14:33) Visitor 81606787

the problem is not playing

(07:14:51) Visitor 81606787

and yes this difficulties in passing correct information

(07:15:23)Neymar

I understand your discomfort and will review the information provided, but I've already given you a definitive answer.

(07:15:25) Visitor 81606787

then I won't have another problem where you claimed things that are not true

(07:15:59) Visitor 81606787

the last time we talked you also told me that you would send me an email and you didn't

(07:16:21) Visitor 81606787

last time we talked you also told me you would send me an email and you didn't

(07:16:23)Neymar

3.3. In the event that a user requests a withdrawal of funds, but the sum of bets placed since the last deposit is less than 0.5 (half) times the amount of this deposit, we reserve the right to charge the user for the costs of processing the transaction, including deposits and withdrawals. This measure aims to prevent abuse of the system and ensure the integrity of our financial operations.

(07:16:52) Visitor 81606787

but I bet 480 since the last deposit, is this information wrong?>

(07:16:54)Neymar

I'm sorry, but I can't go on. I already provided you with the information.

(07:17:15) Visitor 81606787

just answer me that

transcript continued:

(07:17:15) Visitor 81606787

just answer me that

(07:17:25)Neymar

I am really sorry. You must bet 838. There is no other solution

(07:17:45) Visitor 81606787

could you just answer me that? but I bet 480 since the last deposit, is this information wrong?

(07:17:48)Neymar

When you complete the $838 you can make your withdrawals.

(07:17:54) Visitor 81606787

OK

(07:18:10) Visitor 81606787

butz I didn't bet 480BRL since last deposit?

(07:18:20) Visitor 81606787

or am I mistaken?

(07:18:27) Visitor 81606787

if i have i will place bets

(07:18:51)Neymar

When you complete the $838 you can make your withdrawals.

(07:19:14) Visitor 81606787

I understand, but could you check this information for me?

(07:19:27)Neymar

May you have a great day

(07:19:27) Visitor 81606787

but I didn't bet 480BRL since last deposit?

(07:19:37)*** Visitor 81606787 left the chat ***NAMEVisitor 81606787EMAIL2isapaula.1414@gmail.comPHONE—LOCATIONRio de Janeiro, Rio de Janeiro, BrazilURLhttps://sunplay.casino/en/user/my-bets?date_range =03%2F08%2F2023%20-%2017%2F08%2F2023DEPARTMENT—SERVED BYNeymar, GabrielaRATING—COMMENT—

SunPlay Casino, where they are doing things right, with fair terms, fast withdrawals and a very friendly team. Some don't even deserve a complaint, but when the platform is cool, it's worth spending a few minutes commenting on it.

Well said!

if I may add just one detail, I would say this kind of experience deserves the proper user review 😉.

Care to write it down? Feel free to use this link.

Surely casinos employees will appreciate your feedback, and many others will see it too!

You should have bet, you had more than 2,000 reais, there was little left to fulfill 838 colleague, you had made a profit... Even though you had a terrible game, you would have spent the bonus money there, which they canceled. You have to use more wisdom at these times. But I'm sorry about what happened, I praised the casino because I was treated well, and with smaller winnings than yours, lol. I wish you success, all the best colleague...

I am dissapointed to see that Treasure Mile has a history of not letting players withdraw their money. I am still waiting on a withdraw and they keep saying that my ID Verification documents, were not correct. They would say to show only 6 numbers and no CVC. Then they would say only the last 4 numbers of the credit card on file. I have send my card and id verification photos in six times, now. None of them are acceptable for some reason or another. Also, they added a bonus game that was not even a bonus and said it was an incomplete game and that is why they were taking so long. I went back to the game played but isnt set up for bonus playthrough so there is not completing the game.

I really liked this casino, at first, but I am seeing that they are a scam. You know the truth about a Casino when you try to make a withdraw.

Hello, I'm sorry to hear what you're going through at the casino. However, I would like to start by saying that you have written under Sunplay Casino, which has nothing to do with Treasure Mile Casino, so if I may ask you, please write anything about Treasure Mile Casino here: https://casino.guru/Treasure-Mile-Casino-review#tab=js-tab-discussion

As for the verification, how long has it been going on ? We give casinos 14 days for this process and for the withdrawal process. What reason does the casino give you for not accepting your documents ? 

Regarding the bonus, what does it mean that the casino added a bonus game ? You didn't accept any bonus and the casino gave you one ?

Let me know so I can get a better idea of the situation and see if I can help you.