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

i withdrew £160 on the 9th of may 2021, i was asked to upload a bank statement and paypal info, which i did when asked, via the site, i have emailed them at least 10 times asking about this and at first i was getting emails back, but now , nothing, they closed on the 8th of july, which i asked the operator about, and she bear faced lied to me and said you have nothing to worry about, we are not closing. i could use that money, i think its unfair that they should get away with not paying. i have all correspondence to and from and a picture of the withdrawal.

Dear Jayne,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? Which payment method you have opted for? Do I understand correctly that your withdrawal is still pending inside your account which is not accessible anymore?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

hi..yes my account has been verified and i had withdrawals before this one..my payment method is paypal and always has been..but now i can't even access the account..i do have a picture of the pending withdrawal if that would help..thanx

jayne

Thank you, Jayne, for your reply. You can forward any relevant screenshots or communication to petronela.k@casino.guru.

hi, i have sent all of the emails i think..i will check to make sure..thanx

jayne

Thank you very much, Jayne, 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.

thanks for your help petronela

Hello Jayne,

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. Casino, can you please specify what is the problem with the player’s withdrawal?

hi viliam, what happens if they don't reply? thanx

jayne

Jayne, if they don't reply in the set time frame we'll give them another 7 days for a reply and if they'll not respond at all we'll be forced to close the complaint as unresolved.

Very important info, in this case, is that this Casino is currently closed. They were licensed by the UK Gambling Commission and you can contact them if there will be no response from Casino.

Even that fact they are closed you should receive your winnings.

i have been in touch with the GCUK..they said they cannot intervene as they are an industry regulator an not an ombudsmen..it seems to me that there is no help for the customers..it seems that if they decide not to pay, there is nothing you can do..which to me seems very unfair, i don't know where else to turn, or what to do next.

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’.

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 ask to reopen this complaint anytime.