Sun Palace Casino - Player’s struggling to withdraw his bonus winnings.

I was playing on a free chip and took that free chip to the required playthrough then won ever 1300.00. I tried to cash out 750.00. The next day i was told to contact customer service which i did. I then was told my issue was a security issue and i would have to speak with the security team. I asked to be connected but the agent said the security team was not there. It could be within the next hour or the next day. I tried several times to contact security during the coming hours to no avail so i decided to wait until the next day. Upon getting to the next day i tried to open the live chat buy found i was completely blocked and could not contact them.. Please help me..

Dear Poortree123,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Meanwhile, I have checked the general bonus terms and conditions, and this is what I found https://www.sunpalacecasino.eu/general-rules-regulations.php:

"FOR FREE BONUSES: Upon requesting for the withdrawal of the winnings, the player shall place at least one deposit to verify the account in the system. The minimum amount of the withdrawal starts with $150; following up on that, the player will be required to place a deposit, equal to the difference between min withdrawal amount and max cashout won from the No Deposit Bonus (unless otherwise stated). The amount of the placed deposit shall be additionally subject to bets in the face amount of the deposit done prior to requesting for the cashout."

Could you please advise if you have deposited any funds into your account for verification purposes? Please specify which exact bonus you have redeemed and played. Have you profited from any other promotional offers in this casino in the past?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have not made any deposits to the casino at all. I played on three or four free chips one being gen30 free20 free25 abd i believe that to be all. I am unable to access the casino at all .no i haven't profited at all from any other promotion at all.

Is there any relevant communication that you could forward to petronela.k@casino.guru before we'll contact the casino? Thank you in advance.

Could you please advise if you have tried to deposit any funds into your account after redeeming the first Free Chip? Thank you very much.

I never had the opportunity to maje a deposit once i claimed the winnings. I was immediately blocked.

No i didnt try to deposit after the first free chip

Also i have no other relevant info that i could submit

I believe that your account was blocked because you have redeemed consecutive free bonuses without depositing any funds into your account. It is not an unusual rule in online casinos. However, I haven't found this rule in the casino's terms and conditions. Could you please advise if there's any relevant communication between you and the casino?

Dear Poortree123,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

The only communication that i had with the casino was when i was locked out of my account and told to contact customer service

Thank you very much, Poortree123, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Poortree123,

I looked at your complaint and will do my best to help you. I would like to invite Sun Palace Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Sun Palace Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.