Sun Palace Casino - Player's withdrawal has been continuously delayed.

I've put a Withdrawel request in on the 1st of November. So the live chat & email response back to me are both identical says the payment has passed the verification process and will be processed in the next batch of payments, which they hope to be soon. Soon has now been 5 weeks but still I get told the exact same message from the Withdrawel support. I did request only one previous Withdrawel from them which was paid within 1 week, I’m not sure what’s happening this time around though has I get the feeling they just keep making the same excuse about next batch of payments. I’ve attached the latest email I received from them today 12/04/2023. This is the same message I’ve been receiving for the last 4 weeks !!

Dear stevemab,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Could you please confirm that your account has been fully verified already?
• Is the delay an internal casino system issue, or it’s related to your account only?
• Do I understand correctly that payment is still pending inside your account without being processed?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is really a long time.

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

Best regards,

Petronela

Hi, my account is fully verified and the delay is related to my account only.

And yes, the payment I requested back at the beginning of November is still sat on my account has requested.

this is a screen shot of only yesterday but the response is always the exact same

The first screenshot was edited by Casino.Guru.

Can you cover up my full name please on the above screen shot I sent earlier today

This is the one that was paid out within 10 days of requesting

Thank you very much, stevemab, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you.

realistically from your experience, what’s the chances of me getting paid from these? Like I say, my first Withdrawel was no trouble, this one is a nightmare.

Hi stevemab,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Sun Palace Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Why the player's withdrawal request has been pending for 5 weeks already?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hi Natalia

Just to make you aware, I’ve finally received my winnings from Sun Palace Casino.

Thanks all the same for offering to help me try to resolve.

Kind Regards

Stephen

Dear stevemab,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru