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

On the 19th May my account was restricted and my withdrawal of £120 pending...it asked for proof of income....so I send 3 MTHS bank statements, copy of my benefit awards as that's my income plus copy of my passport....I was told 3 days to review my documents....after which I was told to be patient and they would be email when everything was sorted....I again a week later contacted customer support @ Gracemedia to be told they would contact the department and get back to me with an answer....I now email every other day and I receive the same generic reply...I have requested someone ring me and it's not possible to ring them in order to discuss whatever the problem might be but apparently they don't have a telephone line anymore due to the pandemic....i am so frustrated and now The Sun Play Casino is closing in July....I just want my money released....it's not as if it's thousands....can you please help get this sorted

Dear Prescilla1,

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?

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

This is the frustrating part I have no idea what the problem is...when I contact customer support they say they will email the relevant department and get back to me....I have been a member of The Sun Play for years....I sent my ESA and PIP awards notices...I sent my P60 equilivant...I sent 3 months bank statements....I also sent a copy of my passport I have nothing else to send or don't know what else they want as nobody can tell me....so it's now 5 weeks initially I was told 3 days....I have all my emails if you want to see them

Thank you very much, Prescilla1, for your reply. You can forward any relevant communication to petronela.k@casino.guru.

I have sent you some of my emails and responses, thank you for all your time and attention

Thank you very much, Prescilla1, for providing all the necessary information via email. I will now transfer your complaint to my colleague Martin 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 Prescilla1!

From now on, I will take care of your complaint. I would like to invite The Sun Play Casino into this discussion in order to help us resolving the issue.

That would be brilliant Martin as I have been unable to speak to anyone from The Sun Play involved in this process to even let me know if the documents I provided where received/acceptable etc any replies where repeated generic answers by Customer Support who couldn't actually comment on anything other than they would email the relevant department for an update and have them email me....which of course has never happened.

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’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

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

The casino can reopen this complaint anytime.