The player from Baden-Württemberg could not access Sunpura.com casino and didn't know the status of his 50€ balance. After the player reported his issue, we attempted to contact the casino multiple times but received no response. We also found that the casino's website was inaccessible. As a result, due to the lack of cooperation from the casino, we marked the complaint as 'unresolved'. We advised the player to contact the Malta Gaming Authority for further assistance. Despite the casino's closure, they might have still been able to assist the player.
Sunpura Casino - Player cannot access the casino website.
Black points: 60
Amount: €50
Sunpura Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
7 months ago
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1 year ago
Translation
Hello, I couldn't change my place of residence from Puerto Rico to Germany at the top. I noticed today that the sunpura.com casino is no longer accessible. The page doesn't open anymore. To my knowledge, I still have a balance of 50,-€ there.
Now, I don't know what to do, I would have really liked the 50,-€.
Could you possibly help me? I am not entirely sure about my username, it might be without the 72 at the end. I can't offer any documents because I can't access the site anymore.
Best regards
Matthias
Automatic translation:
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1 year ago
Dear Butzmatt72,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sunpura Casino.
I checked the casino's website and couldn't access the website either.
Could you please advise if you have an active withdrawal request pending in the casino?
Would you be able to check the username in the casino based on previous communication received from the casino?
When were you last in contact with the casino support?
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
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1 year ago
Translation
Hello Casino Guru Team,
Hello Tomas,
I wanted to ask if there is any news regarding sunpura.com. In any case, I still can't reach the page.
Kind regards Matthias
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1 year ago
Thank you very much, Butzmatt72, for providing the necessary information. We'll try to contact the casino and inquire about your withheld funds. 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.
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1 year ago
Dear Butzmatt72,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and I was not able to access the casino webpage either. So far, we have not received any information from the casino team about whether they are closing the casino or if there are any technical problems. I will contact the casino to shed more light on this matter.
We would like to invite Sunpura Casino to join the conversation.
Dear Sunpura Casino,
Do you have any technical problems that cause your webpage to not be accessible, or is there any maintenance going on?
Can you please help the player check their casino account balance and suggest how the player can withdraw?
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1 year ago
Translation
Dear Michael,
First of all, thank you for your commitment! It's strange that the casino can no longer be reached. However, it surprises me even more that other players don't also get in touch about Sunpura Casino. In any case, I couldn't find anything on the topic using the usual search engines. Maybe it's actually a technical problem and the matter will clear up.
I deposited there several times and was happy that I could also withdraw something. Maybe you'll get some information soon, at least I hope so. It's only about €50, which is probably peanuts for the casino, but a lot of money for me.
Does it actually happen that a casino simply disappears from the scene? Imagine you have won a large amount and then experience something like that. It really makes you feel sick in the stomach area. Let's hope for the best!
Kind regards Matthias
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1 year 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’ which may negatively affect its rating.
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1 year ago
Dear Butzmatt72,
I have tried to contact the casino repeatedly but had no success. None of the contacts we had was responding. I’m afraid there is not much that can be achieved without cooperation from their 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 reopens. 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 Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Despite Sunpura Casino being closed they still might be able to help you. Please let me know how the MGA responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
