Sun Palace Casino - Player's winnings were voided.

I started my play with a $25 no deposit bonus, as I do with most casinos before I initiate a deposit for long term play. The games were decent but without much veriety. The win/loss ratio tipped well in my favor within the first few minutes of play and within an hour or so I had brought my balance up to almost $300. So I decided it was time to check the playthrough, in case my luck was to keep and a possible cash out was in my future. So as I skimmed the rules I noted the playthrough at $1700 and the max cash out to be $125 after the playthrough was met. I did not however see the other rules regarding minimum cashout, cashout fees, and the $25 deposit required to verify my account with an added must to play said $25 5x to qualify. I would find out just how unobtainable any of those winnings would be the following night when I hit a MAJOR jackpot win on an leprechaun game called paddy's fortunes or something of the sort. Which was just a bit over $740 and was within $80 of being done with the playthrough requirements needed before a cashout was possible. Little did I know that once I had decided to log out with a balance of a little over $900 and my playthrough met, that my next login would reflect a zero balance. Customer service in chat was prompt but left me little chance at understanding the reason they took every dime of my winnings. Also the argument was that I needed to deposit $25, play it 5x and not claim any winnings over $125 maximum but that my minimum cashout for the casino was $150. So at no point was there any chance that they would pay a dime of my winnings even if I were to make the verification deposit. Chats kept getting disconnected on their end when I questioned why all of the rules for no deposit bonuses at their casino, were not posted as part of the bonus info given prior to play. So I spent roughly 6 hours total, playing random games to try out and review on my blog. For them to tell me that what I needed to review was the casino itself and staff. Not the games. This casino is one of the worst. I gave my wife the go ahead to start with a $50 deposit as to see how they operated when cash players start without a bonus and she played multiple games with bet amounts ranging from . 40 usd to $2.00 USD with results reflecting no more than a handful of wins above . 45-.70 USD. And withing 12 -15 minutes, her money was below a dollar. And we retired for the evening. Our vote gives this garbage, robber casino, a . 25 star rating out of 5.00. And I will make sure my listeners know to stear clear of their site.

Dear shanearkoma,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm the following timeline of events?:

• You completed the required wagering for the No Deposit Bonus.
• You were asked to place a minimum deposit and wager it 5x to verify your payment method.
• All your winnings have been voided.

If there's any relevant communication, please forward it to petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Player's additional comments:

Yes that is affirmative on all of the aforementioned timeline statements. 

Thank you very much, shanearkoma, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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.  

Thank you again

Hi shanearkoma,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Sun Palace Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the 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’ which may negatively affect its rating.

Thank you very much for the time you have set aside for this situation.

Hi shanearkoma,

I received a short response from the casino via email. The casino basically stated that after finishing the wagering requirement, you lost the whole amount and never requested a withdrawal. I asked the casino for more information.

That is wrong. They took my money and never gave me the option for withdrawal. That casino is a scam and I have several witnesses that were there the night this happened. They should be fined and shut down for scamming and lying. This casino should be banned from the U. S. As their Integrity is zero!! I tried to find the transcripts from my chat with the customer support team, I will keep looking but they are clear as far as evidence to the contrary of their statement.

Hi shanearkoma,

I received some additional information from the casino. According to the evidence, after you finished wagering the bonus, the max cashout/win limit of $125 was applied and you had $126,44 in your withdrawable balance. Now, I'm trying to find out what happened after. To be able to request a minimal withdrawal of $150, you had to make a deposit of $25 and wager it 5 times, correct? Did you make this deposit and wager it 5 times?

Dear shanearkoma,

We would like to ask you to reply to this complaint. We are extending the timer by 7 days. If you fail to respond in the set time frame, your complaint will be rejected.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.