The Sun Play Casino - Player’s struggling to complete the account verification.

After many years a member.They are refusing my withdrawal, I have deposited more than usual as I have won good at other casinos,I have sent bankstatement they requested,They have also asked for proof of ownership but everything apart from Council tax is owned by my partner..After numerous emails I am constantly told to be patient I am now going into third week, I have closed my account not just because of this,After they upgraded a lot of my favourite games have been removed or don't load anymore,Maybe this is why they are dragging their feet,I have not abused anything or done anything illegal

Please could you help

Carole

Dear Carole,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? Do I understand correctly that you have been a member of this casino for several years? Have you withdrawn any funds in the past? Could you please specify what kind of "proof of ownership" has been requested from you?

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

Best regards,

Petronela

Thank you for quick response,

The problem is that I have gambled more than usual,I have won at other casinos as well as Sun Play so deposited more,I understand it takes time but I submitted a bank statement 14 days ago I have not yet had confirmation it has been accepted,They have answered my emails only to be told it takes time I, have had many successful withdrawals in the past,from Sun Play,They have requested a receipt for proof of ownership house etc,

Everything is in my partners name the only thing in my name is Council Tax

I tried to upload all emails but couldn't do it. I could attach them from my email address if you need them.

Everytime I try to contact them I have to repeat the problem and it is really frustrating,

I have had checks at most casinos and it has been quick and straightforward

Thank you kindly

Carole

Thank you very much, Carole, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Carole,

I looked at your complaint and will do my best to help you. I would like to invite The Sun Play Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Than you much

Carole

Yes that is fine thankyou

Hi I've emailed Sun Play 3 times since submitting complaint to you,

All 3 replies stated they will hand it to relevant departments,

I was supposedly priority 10 days ago,It is now 3 weeks

I thought I should update you about this

Carole

We would like to ask The Sun Play 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’.

Hi I have also tried with same outcome,

But what happens then do I lose my money? I have done nothing wrong apart from deposit more,but I have also won more from this casino

Than you

Carole

Dear Carole,

if Casino will not answer in set time frame I'll be forced to close the complaint as unresolved. This will have a negative effect on Casino's rating. You can also raise an official complaint by the UK Gambling Commission here: https://beta.gamblingcommission.gov.uk/public-and-players/complaints

Sun play have contacted me after I demanded for higher authority to deal with it,

They are asking for documents I cant provide ie A monthly payment from my father who now has dementia,I cant access his bank account,Payslips every deposit into my account supported documents,they need

They did send me emails weeks ago asking if I was comfortable with deposits

Why didn't they then put restrictions on my account,?They allowed the continued deposits and only acted when I had a larger withdrawal,Surely KYC should have been requested earlier It has taken nearly a month to get a response and now they are asking for evidence I cant provide

They want supported evidence from DWP Benefit,I rang DWP and they stated bank statement should suffice but Sun Play won't accept this

Carole

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.