The player from Germany did not pass the verification process due to having deposited from a card connected to a joint bank account. The casino confiscated his winnings. We consider the decision of the casino to be unreasonable. We closed the complaint as 'Unresolved - Against fair gambling' because the casino refused to reconsider its decision in this case.
Sunpura Casino - Player did not pass the account verification.
Black points: 378
Amount: €8,000
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
Against fair gambling
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Requested a withdrawal that was declined.
Since I made a deposit via a 3 account, but since I have been fully authorized with my own account card since 02/21/2001, I see myself in the right.
I sent all the documents, the authorization from the bank, photocopies of my bank details and my name to this account.
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2 years ago
Hello Daniel,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sunpura Casino. Before we would try to contact the casino, allow me to ask you a few more question to clarify your case as much as possible.
Do I understand it correctly that your card was rejected by the casino because it has more owners? How long does the verification process last so far? Did they give you any final statement on this issue? Did you play with bonus money or real money only in the casino? I hope we will be able to help you resolve this issue, looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hi there,
Got a card with my name on it on this account.
Plus my friend has her card in her name with the same account number.
And a written power of attorney from the bank (Sparkasse) that has identified me as an authorized representative since 02/21/2021.
I made a real money deposit of 500 e and received a 500 bonus which I wagered 40 times.
I also got the sum of 8002e credited to my real money account.
When I pressed the payout button, it was verified.
I sent all the documents.
Selfi with ID
Wage slips
Bank power of attorney
Account statement so that they could see which payment method I used to deposit
Photo of my bank details with my name on it via this account + photo of my friend on her card.
The answer came that there is definitely no payout, only the amount of the coution is paid out.
Mfg knorr
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2 years ago
Thank you Daniel for providing additional information regarding the case. I'll now forward this case to my collegue Andrej who will be assisting you from now on. I hope we will be able to help you out, wish you best luck.
Regards,
Nick
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2 years ago
Dear Daniel,
I’ll be in charge of your complaint from now on. I’ll contact the casino and see if I can help.
I would like to invite Sunpura Casino to join this conversation.
Dear Sunpura Casino team,
Could you please explain the reasoning behind your decision in this case?
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2 years ago
Hi DANIEL79 I am the representative of Sunpura Casino. I will be investigating this matter myself. Please allow me sometime to see what happened and or went wrong in this transaction.
Thanks in advance for your time and patience.
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2 years ago
Translation
Hello..
Nothing went wrong for me
I transferred money from an account where I have had absolute account authorization since February of this year.
Make transactions as I want.
With OWN account card via this account with my name on it.
I have sent all documents,
Wage statement
Proof of wages
Selfi with ID
I have documented the transaction of 500 e on your casino account with a bank statement.
So I have properly sent all the documents
Kind regards
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2 years ago
Translation
I don't understand, when I deposited money everything was great.
That went without any problems, of course, although you could have checked and clarified things from the start.
As I said, I would see it if it was ONLY my girlfriend's account.
But we both use the account with separate bank details on the same account number.
That's why I can't understand that either
PS
I even sent a letter to you from the Sparkasse confirming that I have full power of attorney
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2 years ago
AS from what we can see is that Player is not owner of bank account that was used for deposit , as we checked , yes he could use it , but bank account not belongs to the player. Using third party payment systems is a violation of terms and conditions , so antifraud decided to subtract the winnings , to close his account and to return the deposit amount to bank account owner .
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2 years ago
Here is the part about this in out T&Cs 11. Depositing:
"The Company does not accept third party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts."
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2 years ago
Translation
You are not serious
I am with the account holder and am allowed to make transactions.
What you can read from it in the power of attorney that I have sent you.
That’s totally stupid ..
And for me they are nothing more than a rip-off casino.
I wonder why you don't clarify this in advance before you allow a deposit.
I guess that a lot of people just don't win right away and that they make a lot of money with one of those rips off.
Sure, 8000 e is not a small amount
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2 years ago
Translation
Do you know what you keep the 500 e
I'll hand it over to a lawyer and I'll be fine.
Because what they do is a big mess.
I will find out which lawyer is responsible for something like that.
And I like to have that cost me money so that casinos like them are one.
Don't make money that way.
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2 years ago
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Why do they allow such payments in the first place?
Answer:
Since there are a lot of people losing money ...
Of course it doesn't matter which account is used ..
Very serious
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2 years ago
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I hope a lot of people see and read this.
A bullshit what some casinos put on the day.
People just pay attention, you can deposit as much as you want and you can when it comes to a casino, but if it comes to a profit you can do anything about it.
Which for me is almost criminal ..
Payments of any kind are allowed hahaha
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2 years ago
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And just like that
What is Guru even there for?
The only thing they did was get a representative from the casino to chat.
Sorry but the same conversation I had all over mail.
Nothing else came from her side ..
So what, are you there for ???
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2 years ago
Dear Daniel,
I apologize for the delayed response.
Dear Sunpura Casino team,
We believe that cases like this should be assessed individually. Since Daniel was fully authorized to use the account and also deposited with a card that is in his own name, we consider the decision to void his winnings to be unfounded as the use of the payment method was clearly not connected to fraud or attempted fraud.
That being said, we would like to kindly ask you to reconsider your decision in this case.
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2 years ago
We would like to ask Sunpura 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
Dear Daniel,
Unfortunately, we have not received any response from the casino in the past two weeks. It looks like the casino is not willing to reconsider its decision in this case.
I am very sorry but since the casino team is unresponsive, we’re not able to proceed with the investigation.
Another option is to submit a complaint to the official ADR and/or licensing authority of the casino. Please let me know if you decide to do so and/or our assistance is needed. I will gladly guide you through the process.
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2 years ago
Translation
Would like to file a complaint and get your help.
thanks
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2 years ago
Dear Daniel,
You can submit an official complaint by filling out the form available on the website of Malta Gaming Authority [link], mentioning all relevant facts, and attaching all relevant evidence you have access to.
Please let me know if you have any questions.
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2 years ago
Dear Sunpura Casino team,
Please note that our position in this case is final as well.
As we consider the decision of the casino to be unjustified in this case and the casino refused to reconsider the decision, we are closing this complaint as ‘Unresolved – Against fair gambling’.
The casino can reopen this complaint anytime.
Daniel, if you have any questions regarding submitting your complaint to the Licensing Authority or if there’s any news regarding the issue, feel free to contact me via e-mail (andrej.p@casino.guru).
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