The Sun Vegas Casino - Player’s account has been blocked.

D******

Nov 5, 2021, 13:24 GMT+1

Hello, sorry for bother you as well sorry for my bad English. I registred in theSunegas.co.uk didn't pass the automatic verification, so submitted my documents, after 2 days they got approved, me registration was coz saw publication in Facebook that they give 10 Gbr gift indeed didnt get it when my accaunt got verified. Few days didn't have time, to ask the suport abaut that gift, maybe after week i conect suport requested the gift but they request to give my documents once again, did it and i got second time verified and i got my gift. Like never i was lucky did the wagering requirements and request a whitdrdraw of 1000 paunds. 2 days all was good but my whitdrdraw wasunt approved, this 2 days i spoke on live chat multiple times asking did they need another document did everything its okay and all answer was " all its okay just in next 72 h relevant team will approve the transaction, after 72 h hours i got email that they need again address verification and selfie whit my pasport, all was submitted on 19 past month, till yesterday i called many times and all answer was the same "we wait the relevant team to approve ur documents" didnt get any confirmation or any email saying my documents are denied or approved si far, past night i called again and they told menur acaunt its close by manager decision, ans we can't speak for it,like that i didnt recive my whitdrdraw, im sure i didnt abused bonuses as well it was my furst and last registration, please help its nit corect and i want to recive my whitdrdraw, what i need to do from now on?

King regards Slawomir!

Dear Slawomir,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated? If there's any relevant communication, please forward it to petronela.k@casino.guru.

Additionally, could you please specify which exact bonus you have redeemed and played? I would like to check the terms and conditions. Do I understand correctly that your winnings have been accumulated from a No Deposit bonus purely?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

No i didnt recived any email, abaut what rule i have been branch, the no deposit bonus its welcome 10 GBP bonus for casino

Thanks for helping

Thank you, Slawomir, for your reply. Could you please advise if you have deposited any funds into your account? Were you informed about any maximum cashout from the free bonus?

Thank you very much, Slawomir, 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.

Hello Bghyu90,

I looked at your complaint and will do my best to help you. I would like to invite The Sun Vegas Casino into this conversation. Casino, can you please specify why did you block the player’s account?

Thanks for helping, just wanted to ask, when they don't submit answers here, what's the next legal step, becaus badly doubt they will give me what its mine or they will provide answers why was that

As i can see they don't have any intention to give a answer, can i ask you what's the next legal step that can by take from me im waiting enoug time, 30 days its plenty 😔

Dear Bghyu90,

as you can see the Casino didn't respond yet, they still have approximately 4 days to answer this complaint. If you want you can make a complaint to the official license provider here: adjudication@ibas-uk.co.uk

Before you'll do so, I would like to ask you to be patient and wait for Casino's response.

We would like to ask The Sun Vegas 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’.

Like you asked, I'm waiting will wait next 5 days.

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’. You can contact United Kingdom gambling commission. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

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.