Sun Palace Casino - Withdrawal of player's winnings has been delayed.

1. i have played in this casino and got a no deposit bonus i full filled all the terms and conditions of free bonus
2. a deposit of 25$ has to be done to withdrawal 150$ max from the free chip
3. so I completed the deposit on 31/12/23
4. I request withdrawal on same day and still it has been 6 days i haven't got my withdrawal

Dear sahilsarda128,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I have completed kyc

I still not get my withdrawal please help me

2 weeks has already been completed i submitted withdrawal request on 31/12/23

I have all screenshots of chat and terms and conditions of bonus and deposit receipt and withdrawal receipt anything you want just ask me Tommoro is my complaint processing day

Dear sahilsarda128,

Have you received your withdrawal from the casino yet?

I have not received any withdrawal from sun palace casino

When you will solve my case it's already 2 weeks and 2 days when i will get withdrawal

Thank you for your reply, sahilsarda128. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have over 900 active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.

Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Thank you very much, sahilsarda128, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi sahilsarda128,

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? Would you please specify what is the current status of the player's withdrawal request and when they can expect them to be processed from your side?

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

Only days are passing my withdrawal is still at where it was 3 weeks earlier no progress has been done when I will get my withdrawal please reply me sun palace casino

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.

Why sun palace casino will reply here they are not our servent you should go there with my case to help me

Dear sahilsarda128,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia