The player from North Rhine-Westphalia has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The reason seems to be the deposit made while on holiday. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Sunmaker Casino - Player experienced difficulties withdrawing their winnings
Black points: 237
Amount: €700
Sunmaker Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello casino guru,
I've been playing at the online casino sunmaker since 2020. I'm fully verified, I've never had any issues with withdrawals. I was also able to play at sunmaker while on holiday abroad and deposit money, just like this year. At other casinos I could never register from abroad. At sunmaker, however, without any problems, also on my holiday in Slovenia from
07/25/2022 to 08/03/2022.
During this time I made several deposits. On 08/01/2022 I won 700 euros and requested a payout. Normally the processing takes a few hours, so I asked in the chat the next day if there were any problems. Answer : Playing from abroad is prohibited.
Question : Why was I then able to deposit money several times without any problems ?
Answer : We only saw that you were abroad when you made the payment.
I asked for a copy of the chat.
After that, sunmaker closed the chat without further information.
To date, no copy of the chat has come.
They then asked for proof of my address by e-mail, which I sent on 03.08. submitted and it was also verified.
In order to check sunmaker's statement, I paid in money again from abroad on 01.08 and 02.08. Although the chat said it shouldn't work, I was able to deposit money again without any problems.
I wrote that if it's forbidden and they cancel my 700 euros, I'll have to get my deposits from abroad back. I contacted the live chat again and also emailed support. To date I have received no explanation or any reply. In my account I can still see my request for payment of the 700 euros. It's only been 5 days today. Nevertheless, I'm already in touch today because sunmaker usually takes care of everything in a few hours, whether it's payments or verification. I expect reasonable communication. Why was I still able to deposit money or register abroad at all? Why has it worked abroad for the last two years (same country Slovenia) and now there are suddenly problems? Why is sunmaker asking for a new proof of my address, verified that on 03.08. and still not paying out my money?
Many thanks for your help
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2 years ago
Dear AlisP,
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
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
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2 years ago
Translation
Hello Kristina, no, I haven't.
sunmaker's "very good" reputation should be changed.
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2 years ago
Thank you for your reply, AlisP. Could you please clarify how many deposits you made while staying in Slovenia? Did you activate any bonuses during this time period?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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2 years ago
Translation
Hello Kristina, I deposited around €500 from abroad. I have already offered the casino that they at least refund my deposits from abroad since they refuse to pay out on the grounds that deposits from abroad are prohibited. In the chat I was told that nobody had noticed. Only when I wanted to withdraw my winnings. sunmaker does not respond to the suggestion to reimburse me for the deposits. I then complained by email and a few minutes later sunmaker blocked my account. To date, I have not received any copies of the chat that I have asked for. Therefore I unfortunately have no further written information. I didn't use a bonus. I made all deposits without a bonus.
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2 years ago
Could you please confirm that you created your account from Germany and have always played from that country (apart from the time you spend on holidays)?
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2 years ago
Translation
Hello Kristina, since I was born in Germany and still live here, I have of course always played from Germany (except on vacation). Sunmaker also received proof of my address for verification. Multiple times. Many greetings
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2 years ago
Thank you very much AlisP for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.
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2 years ago
Hi AlisP,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Sunmaker Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Hello sunmaker, I'm curious about your excuses. If deposits and withdrawals from abroad are prohibited and you allegedly didn't notice my deposits and claim that it was a mistake on your part, then kindly refund me every single cent that I deposited from abroad!
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2 years ago
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’.
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2 years ago
Hi AlisP,
I'm still trying to get in touch with the casino using other contacts, let's give them time till Monday.
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2 years ago
Hi AlisP,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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. In the meantime, I recommend you to contact the eCOGRA - alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the MGA (Malta Gaming Authority) and has better options and tools to help players. The next step would be contacting the MGA itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know if you need help with filling the form or how the ADR responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
