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

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

Amount: £3,300

The Sun Play Casino
Safety Index:Above average
Submitted: 05 May 2021 | Case closed : 20 May 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from United Kingdom has requested withdrawal a month ago. It hasn’t been received yet. We rejected the complaint because the player didn't respond to our messages and questions.

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3 years ago

I’ve tried to make the withdrawal… still pending… I’ve sent all the document I’ve been asked for, numerous times…. Countless times I’ve ‘spoken’ to someone only to be told the I’d be emailed directly from the documents team…. Then I don’t hear anything from them…. Feel like I’m just being sent round and round in circles by robots it seems?

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3 years ago

Dear Daniel,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please confirm that your account has been fully verified already? Have you accumulated your winnings with or without an active bonus? 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, but a month is really a long time.

Nevertheless, 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

 

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3 years ago

Dear Daniel,

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.

 

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3 years ago

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 further investigation or suggest possible solutions.

The player can reopen this complaint anytime.


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