The player from Germany had his account blocked. The casino required documents for verification, which the player submitted via email, but his account hasn’t been reopened. His account was later reopened and he managed to withdraw his winnings.
Sunmaker Casino - Player is dissatisfied with the verification process.
Amount: €450
Sunmaker Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
i hope you can help.
I have been playing in online casinos for about 2 months.
In the meantime I have also read the new page and read about difficulties with some casinos with the verification or payout.
I thought I had found a reputable provider in sunmaker. My registered email address is: ***@web.de
However, I now face a similar problem.
I have paid into the casino several times without having won anything.
On Monday I had a small profit and then wanted to cash out the rest of about 450 euros.
The next day I couldn't log in anymore. A chat function was not possible, so I emailed support@sunmaker.de to find out the reason for the block and why I did not receive any information about it.
Verification documents were initially requested as an email attachment and then as an upload, which is not even possible due to blocking.
Then asked for selfies several times. because the resolution is not good.
After my critical inquiries as to why it was possible at all and why the deposit is problem-free but the withdrawal is more difficult, I have not received any more messages. My emails have not been answered and my access is still blocked.
It is clear that verification has to be carried out. But why is the account blocked and no more feedback given to the customer.
I hope that you can help me here.
Thank you so much!
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Özgür,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that every casino is unique and proceeds verification and withdrawal process differently. It can take a few business days to review your documents to fully verify your account and a few more days until your withdrawal is successfully processed. Could you please confirm that you’ve provided all the necessary document?
If yes, I would recommend you waiting for a few more days, and if there is still no development in your case, we will intervene.
Please, keep us updated in case there is anything new.
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hello Kristina,
thank you for the fast feedback.
It is clear that verifiers have to be made and that it may take more time. But why to block my access and account and not to reply to mail was a bit strange.
But in the meantime sunmaker has apologized and released my move again.
In this respect the complaint has been resolved.
thanks again
Automatic translation:
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3 years ago
Özgür, thank you very much for the update. What about your withdrawal? Is there any development with this problem?
I mean, I can close the case, if you are no longer interested in our help, however I believed, that the problem with withdrawing your winnings was also one of the reasons for submitting this complaint.
Please, let us know so we can proceed with this complaint accordingly.
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3 years ago
Translation
The email from sunmaker said that the payout will now be processed quickly.
But it hasn't arrived yet.
I will ask again briefly, but I am now sure that it is going his way. If not, I'll get in touch again. The barrel as oil can thus be closed. Thank you
Automatic translation:
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3 years ago
Özgür, if you don't mind, I will keep this complaint opened until you receive your winnings. Hopefully, it will be very soon. Please keep us updated.
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