Sun Palace Casino - Player’s winnings were voided.

I used a no-deposit bonus at the Sun Palace casino. I redeemed the bonus, met the wagering requirements, continued to play and won $6000. When I requested a withdrawal, the casino informed me for the first time that the no-deposit bonus code was not supposed to have been accepted. The fact that the casino allowed me to play and win and then took the winnings feels like a theft to me. Please help!

Dear paulcgross,

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 to make sure I understand the situation properly. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification? Could you please send me a screenshot or the link to the bonus in question? Has the casino explained to you why you were not eligible to use the code?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Thanks Veronika. I have not made successful withdrawals before. I was not asked to go through a KYC process. I’ve attached an image of the email the casino sent explaining their decision.

Thank you for the screenshot. Could you please tell me how exactly did you acquire the bonus code?

It was sent to me in an email . Sorry, here is the email.

From the screenshot, it is clear that the loyalty bonus should have been used in Happy Hippo Casino. Have you received a similar offer from Sun Palace Casino or was there any other reason why you decided to use the same code in Sun Palace?

I just tried the code in the coupon section of Sun Palace. I wasn’t sure if it would work or not, but when it did I used it to play. I don’t understand why Sun Palace would accept the code if it wasn’t allowed to be used.

I'm sorry but the email clearly stated that the bonus was intended for Happy Hippo Casino. There was no indication whatsoever that it would be valid for Sun Palace as well. I apologize but due to this reason, I will now reject the complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

At the same time, I agree that the casino should not allow you to activate a bonus you are not eligible to receive. We recommend the casino fix their software so that a similar situation would not happen again in the future.

Best regards

Veronika