The Sun Play Casino - Player’s withdrawal has been delayed.

I have been playing on this casino site on a regular basis and my previous withdrawal hasn’t been a problem. I have tried to withdraw the 3000.00 I had won on the 28th June. This time the site requested verification documents which I sent through on the 30th June. I have sent numerous emails to ask if the documents were received ok. They told me it would take three full working days to confirm. I contacted them again on the third day to explain that I still hadn’t received any confirmation. They replied back and said if I didn’t hear anything by today then to contact them and they would look into this a.s.a.p. I have done this and have had no response. I am very disappointed with the customer service. And would like the 3000 in my PayPal account ASAP.

Regards

Dear Kerrie,

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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Since you had successful withdrawals in the past, does it mean that you have completed KYC verification and this ongoing one, is an additional one?

Thank you in advance for your reply.

Best regards,

Petronela

No this is not an additional check. But out of courtesy I would expect a response from the payments team to say that they have received my documents and they are being checked. I have not received anything off them. Only from customer support to say they will pass my concerns on and will escalate my complaint to a manager which will take a further 2-3 working days for them to respond. Just a courtesy e-mail or phone call would would be appreciated.

Dear Kerrie,

Thank you very much for your quick reply. I fully understand that you're worrying, but please allow me to set the timer for 7 days and give some time to casino to complete the verification. It is nothing unusual if the verification takes a couple of workdays. If there’s no development by then, we will intervene. Thank you very much for your understanding.

Dear Kerrie,

Have you received any update regarding your verification? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.