Sun Palace Casino - Player wishes to close their account.

I have a massive gambling problem and have been to rehab for it, I have gamstop applied in the uk but that obviously doesn’t apply to overseas sites, well recently I’ve had a bad time and gambled huge amounts which have had a massive effect on my mental health and debts.

I joined Sun palace casino and on 25th January I asked them to close my account via live chat but it’s not been closed, I have no proof of that because I didn’t save the chat however I’ve been asking then many times since 28th February (which I have proof for) to close my account and they say they’ve closed it but I’ve still got access to it even being able to deposit recently, I feel like they’ve really breached gambling rules and have not cared of my problems which I’ve told them yet continued to take my money, $8024.94 is what they’ve allowed me to spend since 25th January and $3975.29 since 28th February!

They try and encourage me to use bonuses as it’s a guaranteed win even having telling them I have a gambling problem.

I want them to close my account ASAP before anymore damage is done due to me having this awful disease/addiction and I also want a full refund of my deposits made since I asked them to close my account, which I may add has been on more than about 10 occasions

I really hope you can help me close my account and get my money back and I’m helping my self by having therapy

many thanks

Dear Lozzag1982,

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

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is kristina.s@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

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,

Kristina

Hello kristina

Thank you for your reply, yes I mentioned in one email recently I had a gambling problem and that I want my account closed and never wanted to be able to access there casino ever again, I will email screen shots! My account is still active now and able to deposit! This whole situation has got me in severe financial difficulties and deep depression, I really hope they will accept they are at fault and return my money

Thanks

Lauren

Also can I just add that they won’t send me my chat scripts as there’s more proof on there.

Sorry One other thing, since my last email to the casino on 1st April again requesting to close my account and never want to go on there site again they’ve allowed me to deposit approximately $480! It’s never ending and they ate preying on people like me and are completely ignoring the fact I told them I have a gambling problem.

Good afternoon. Kristina

ive just emailed you a live chat transcript from a conversation with the casino a few minutes ago, asking when I first told them I had a gambling problem and wanted my account closed and as you can see they stated 27th February 2022 and that I’ve deposited approximately 4k since that date! As you can see I told him I was pretty certain it was January but he said I’ve only asked to close my account once and it was 27th February, which we know isn’t true because I have emails proving it’s been many times! I hope this information helps with my case and getting my refund

Thank you for your replies, Lozzag1982. After reviewing your emails I can see that you asked the casino to close your account for lack of bonuses, and I see that you mentioned the gambling problem for the first time in April. Do you happen to have any screenshots or conversations with the casino that show you asked for self-exclusion due to gambling issues before April?

morning Kristina

Thanks for your reply

i don’t have any as it was all done on live chat which they won’t send me copies of previous chats as I didn’t know at the time you could get your live chat emailed to you every time you have a conversation until recently! I’ve sent you copies of a conversation asking the casino when I first told them i had a gambling problem and to close my account and they confirmed 27th February 2022! Did you see that?

Many thanks

Would you be so kind as to post here the screenshot of the message you have in mind? This is the message you sent the day after. I am sorry, but it doesn't look like you asked for self-exclusion due to gambling problems back then:

If you don't have a copy of your first self-exclusion request, I am afraid that we can take into consideration only the last one from the 1st of April.

Here is me asking the casino when I first asked them to close my account due to a gambling problem and as you can see they even confirmed their selves it was 27th February 2022

if you can only help from the 1st April then my deposits since then total is $521.36 but if they casino even confirm the date was the 27th February then surely that’s the date I can claim from?

I’d just like to add my account has never once been closed up and today I’ve gone on there to talk to live chat and I can’t access my account!

The messages above confirm that I asked them on the 27th February to close my account due to a gambling problem as You can see the casino confirms it, what other evidence is required? I can’t get copies of any live chat cause they won’t allow me too!! From the day I asked to no longer be able to access my account due to gambling addiction I have been able to deposit $4214.08 I would like that refunded asap as I’m in a lot of financial difficulties right now and struggling to afford to live! When will the casino be contacted about this as they aren’t replying to my emails now

Thank you very much Lozzag1982 for your cooperation so far. I will now transfer your complaint to my colleague Martin (martin.d@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 soon.

Thank you very much Kristina for your assistance

I’ve just sent you a couple of conversations with their live chat, saying my refund is being checked by the manager and the guy said I’ll probably receive it yet someone just know wrote I’m not getting a refund and ended the conversation, which is so rude! He wasn’t part of the management team so maybe he doesn’t know what’s going on

Hello Lozzag1982!

From now on, I will take care of your complaint. In order to proceed, I am going to contact representatives of Sun Palace Casino into this complaint to help us with the resolution and provide us with more information on the situation.

Just a little update, the casino have responded to live chat and said I will be getting $4000 in my crypto account in the next 24 hours, should I send you the proof or just wait and see what happens?

here’s some screen shots of them confirming I’d give the money in 24 hours and now 48 has passed and now they saying it’s still under review, they really are just messing me around

So after being told I was getting $4000 on Friday 15th April I still haven’t received anything!!

They won’t even talk to me to tell me where my money is now, just keep my i

they just keep ending the chat! Why did they tell me I’d get the money Friday and now a week later won’t talk to me

hey is there any update? This is really affecting my mental health especially after being told I’d have the money last Friday and as you can see from the screenshots they just keep ending the chat

Hello Lozzag1982!

Unfortunately, we have not received any response from the casino. we are going to contact the representatives one more time and try to ask them to reply to this complaint. The timer will be extended by another 7 days. In case our attempts would be unsuccessful, we will close the complaint as ‘unresolved’, which will have a negative influence on the casino's rating on our website.

Ok thank you for your help

really hope they do the decent thing and reply

look forward to hearing from them

I think its absolutely disgusting and very unprofessional of them to ignore this, Their staff member told me i was getting $4000 as shown in previous messages, they cant just tell their customers this information if its false that is fraud.

Please can you tell me how i can contact to take this matter further

Thanks

Hello Lozzag982!

Unfortunately, the casino remains unresponsive and after number of repeated efforts to contact them, it seems that they are not willing to participate on solving complaints on our website. Without the casino's entry into the discussion, we can't even start resolving this complaint and we are forced to close it as ‘unresolved’, which will secure this casino's rating on the lowest positions of our rating spectrum.

Usually, we recommend players to contact the casino's licensing authority, however in this particular case Sun Palace Casino does not operate any license at the moment. We are very sorry that we are not able to help you more and we sincerely hope that you will not come across any problem with casinos in the future.