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

Won a small amount of £50 and withdrew on Christmas Eve, knowing it was a holiday period I didn’t think it would go through in there 2/3 day time period but it’s now been 18 days and 16 emails back and forth to their customer service dept and they say and have been saying they’re waiting on there financial dept getting back to them. I don’t know what problem is as I’ve withdrawn before and have sent them all my verification details So I don’t know if it’s something I’ve not done or done but they’re still quite happy to let me deposit but won’t pay out any withdrawals, something doesn’t see quite right and feel now that I have to complain elsewhere as they are not listening.

Dear Laura,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you’ve accumulated your winnings with or without an active bonus? Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Laura,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Additional comments from the player:

"Hi, the situation has now been resolved, thank you."

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Laura, for your confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru