The player from Germany requested a withdrawal, but the transaction hasn’t been received yet.
Sunmaker Casino - Player’s withdrawal has been delayed.
Black points: 1575
Amount: €12,500
Sunmaker Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, I was looking for help with withdrawal problems in the casino on the internet and came across your contact. On November 2nd I won € 12,500 in the sunmaker casino, my account is verified and, according to the casino, the payout is also on November 2nd. has been instructed via Trustly, but until now there has been no receipt of money on my account. The bank says there is no receipt of money the casino says everything went according to plan, after I have forwarded several documents (bank statements, confirmation email from the bank that there was no receipt of money, etc.) to the casino, I get the same with every next request where my money has gone Answer. I should send bank statements, send confirmation from the bank, etc., I've done this 3 times in the meantime, the bank says they will not issue a new document and the casino or Trustly should contact the bank directly, but the casino does not respond and keeps pointing me that there is no evidence from the casino that it should take care of it. The bank says it is not your fault, the casino says it is not your fault, no money does not arrive and nobody feels responsible or cares, what can I do now? LG Nadine D ***
Edited by a Casino Guru admin
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3 years ago
Dear Nadine,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Several factors such as geolocation, and contracts with the payment providers, and even actual situation in the world all have a major influence. It’s quite usual for withdrawal, 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.
Have you ever made a successfull withdrawal at this casino? Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here).
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hello, I received a message from my bank today that the money was transferred as Swift and not as SEPA and since 03.11. has been returned to trustly. Now I am waiting for an email in which the bank confirms this and send it to the casino. Because unfortunately the money in the casino cannot be seen. I hope there will be a quick clarification and I will still get my winnings from you, I'm a little sad that it didn't go well from the start. I have never played au CH and it was my first time at sunmaker
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3 years ago
Nadine, these types of investigations can take a lot of time, so I appreciate your patience. Please, keep us updated and inform us, when there is anything new, so we can proceed with this case accordingly. Thank you very much.
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3 years ago
Translation
Hello, unfortunately I cannot dispose of all my money so far, at the moment it is again a part of the profit which was rejected by my bank but is not credited back by the casino. Again I sent bank statements and sent the casino 2 written confirmations from my bank in which the bank confirmed that no money was received. Unfortunately, my bank cannot send any bank statements from November 17th to November 20th, because if there are no bookings, their system does not issue any bank statements, so they have confirmed in writing that there have been no incoming payments for the periods not listed, now the casino does not want to accept this and insists on documents that are there not there. Since my win 11/01 I have Until today only trouble and I can no longer look forward to the profit
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3 years ago
Thank you very much for the update, Nadine. I will now transfer your complaint to my colleague Jozef 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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3 years ago
Hello Nadine.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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3 years ago
We would like to ask the Sunmaker 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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3 years ago
Dear Nine.
The casino should respond very soon, I am extending the timer by 7 days.
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3 years ago
We would like to ask the Sunmaker 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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3 years ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint anytime.
Dear Nine.
I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.
Best regards Jozef
Casino.Guru
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