Sunplay Casino - Player's withdrawals have been delayed.

Hello

I decided to play a little on 17.05, made a deposit of $ 100 with a 150% bonus. I tried to pass verification on 18.05 and put 500$ on withdrawal, but total disregard, it is very difficult to catch support in the chat, most of time they just said something like I'm sorry for the delay, we will check soon, but it has already been 13 days since the request for verification and payment was submitted. I sent an email to the official email address indicated on the website, but I did not receive a response.

At the moment, there is $ 2000 + $ 500 on the withdrawal. I would like to get some kind of reaction and answers from the casino, or better yet, a payout.

Dear dvk12,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sunplay Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please specify if your casino account is still accessible to you?
• When was the last time you were in contact with casino support?
• Was your player profile filled out with accurate personal information, identical to the information on your documents?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello

1. Yes, my account is still open.
2. I've tried to do this a few times and each time they said don't worry everything will be fine. Also i sent an email to the official address and they won't respond.
3. I'm using auto-filling in my EDGE browser, but I found that my date and phone were filled incorrectly and let the casino know about this issue and they answered to me that we will fix that.

Thank you very much, dvk12, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello dvk12,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Sunplay Casino to join the conversation.

Dear Sunplay Casino,

Could you please provide details on why the player's withdrawal was not processed? If the player's verification process still requires additional information or evidence, could you specify what is needed?

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.

Dear dvk12,

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. 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 might 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 contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru