Sun Palace Casino - Player's withdrawal is delayed and untraceable.

I've had an ongoing email with sun palace regarding a payout of $847.23. I have continuously asked if it was grouped with another payout as i don't have a record in my account of it being paid out. they proceeded to tell me numerous times that it was sent alone. I then sent them my banking statements showing that i have not received it. and I again asked them if it was put with other payouts (which they can see larger amounts in my account) and they said yes.I asked them which payouts it was combined with and they will not address this. So I do not know if this was paid out or not.

Hello jaimev33,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sun Palace Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Since when is the withdrawal pending? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

i have been verified for years and i've been emailing them on this for over a month. they only send me indirect answers and change the subject.

Hello jaimev33,

Since when is the payout pending? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

this is the payout in question : 04/09/2024 03:48 PMDirectDeposit Withdrawal Approved!-$847.23.

thank you, i will forward you the emails

Hello jaimev33,

Please forward your withdrawal history from the casino to compare it with the bank statement provided earlier.

04

/

01

/

2024

To:

31 days maximum

SEARCH

DateTransactionAmount

04/09/2024 04:55 PMCoupon 'WINSLOTS' redeemed$53.60

04/09/2024 04:55 PMCCGW Deposit Approved!$26.80

04/09/2024 04:55 PMCCGW Deposit Requested$26.80

04/09/2024 04:54 PMCoupon 'WINSLOTS' requested

04/09/2024 03:48 PMDirectDeposit Withdrawal Approved!-$847.23

04/02/2024 05:52 PMPromo Deduction Withdrawal Approved!-$50.00

04/02/2024 05:52 PMPromo Deduction Withdrawal Requested-$50.00

04/02/2024 05:52 PMDirectDeposit Withdrawal Requested-$847.23

04/02/2024 05:51 PMDirectDeposit Withdrawal Declined$897.23

03/26/2024 09:22 PMDirectDeposit Withdrawal Requested-$897.23

03/26/2024 07:34 PMCoupon redeemed$50.00

03/26/2024 07:34 PMCoupon requested

03/26/2024 07:25 PMCoupon 'WINSLOTS' redeemed$53.76

03/26/2024 07:25 PMCCGW Deposit Approved!$26.88

03/26/2024 07:25 PMCCGW Deposit Requested$26.88

03/26/2024 07:24 PMCoupon 'WINSLOTS' requested

03/26/2024 07:16 PMCoupon redeemed$50.00

03/26/2024 07:16 PMCoupon requested

03/26/2024 06:58 PMCoupon 'WINSLOTS' redeemed$52.76

03/26/2024 06:58 PMCCGW Deposit Approved!$26.38

03/26/2024 06:58 PMCCGW Deposit Requested$26.38

03/26/2024 06:57 PMCoupon 'WINSLOTS' requested

03/26/2024 06:52 PMCoupon redeemed$50.00

03/26/2024 06:52 PMCoupon requested

03/26/2024 06:27 PMCoupon 'WINSLOTS' redeemed$52.16

03/26/2024 06:27 PMCCGW Deposit Approved!$26.08

03/26/2024 06:27 PMCCGW Deposit Requested$26.08

03/26/2024 06:26 PMCoupon 'WINSLOTS' requested

03/25/2024 01:58 PMCoupon redeemed$50.00

03/25/2024 01:58 PMCoupon requested

03/25/2024 01:07 PMCoupon 'WINSLOTS' redeemed$54.16

03/25/2024 01:07 PMCCGW Deposit Approved!$27.08

03/25/2024 01:07 PMCCGW Deposit Requested$27.08

03/25/2024 01:05 PMCoupon 'WINSLOTS' requested

03/25/2024 01:00 PMRedeem Comp Points Deposit Approved!$10.53

03/25/2024 01:00 PMRedeem Comp Points Deposit Requested$10.53

Thank you jaimev33 for all the information provided. As the bank statement shows a completely different amount and the casino did not specify which payments were combined and paid out, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will try to reach the casino to get further information regarding the withdrawal.

Wish you best luck resolving it.

Regards,

Nick

Hello, jaimev33,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Sun Palace Casino team,

Could you please look at the player's issue and provide him with a full-fledged explanation?

If needed, feel free to send supporting evidence to my email address (branislav.b@casino.guru).

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.

Dear jaimev33,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions or updates from the casino, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru