The player's account got blocked due ongoing verification. The complaint was resolved as the player got verified and received her money.
Sunpura Casino - The player's account got blocked.
Amount: €380
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, before I deposited I asked if I could play at this casino, and the answer was yes.
which I have a screenshot of.
then paid played all good. 300€ paid out, 80-79€ left on it. Then suddenly I was logged out and it said my account is blocked I can't play there. Then I asked what about mine
Money is. I should upload documents said done ... but they don't want to give me my money 1000 things uploaded it was always said no, I should send a pdf file of the deposit where you can see my name iban bic date time ... I don't have that, this is impossible...don't know.
Automatic translation:
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1 year ago
Hello Veronika1959,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sunpura Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino might block your account until the process is finished.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello, I was told I am not allowed to play at this casino even though I asked specifically before depositing.
they want a pdf file where you can see the deposit with the date, time, my name, iban and bic... this is impossible in my bank... I don't have anything like that. But I sent a lot of things from my bank to those where you clearly
recognizes that it is my giro account and also from my account to them
went ... but they don't want to accept anything. Everything else was approved I think... they don't reply to my emails unfortunately.
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Public
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1 year ago
Hello Veronika1959,
Can you please advise since when is the verification ongoing and when was the last time they responded to you?
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1 year ago
Translation
They replied to me today that they were offering me a refund, unfortunately no one answered the question of whether the refund was my deposited €20... which would be a joke or my won amount of €380.
the exam lasts about a week.
As I said, my account will no longer be opened because I was told I'm not allowed to play there.
I hope now that they will pay me my full amount of 380€.
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