Sun Palace Casino - Withdrawal $4,500 still pending after more than 10 days

UNRESOLVED
posted on April 20, 2016.

Before I signed up for sun palace casino, I searched online to look at reviews from previous customers. Sun palace casino had great reviews in which majority of them recommended this online casino because of the fast payouts for American citizens. So eager to play and test my luck, I signed up for sun palace casino. I chose to play their European roulette game and I got on an extremely lucky streak. In conclusion I ended up withdrawing when I got 4500 and I had to enter my banking information. After doing so I contacted customer service and asked them when should I expect my withdrawal. They told me to contact the finance department. Then I contacted the finance department and they told me That after they review my withdrawal they will forward it to security department. This took roughly 3 days then I received an email and a phone call in which I was asked to provide documentation. I sent all the documents then the next day I contacted security. They told me my documents were good. So I asked them when should I receive my withdrawal? Security said they have to forward the withdrawal back to finance for processing. So now every since then I have been contacting the finance department of sun palace casino daily and every time I contact them I've been getting the run around. They are being very evasive with their answers. I ask them where is my withdrawal? And they keep saying the same thing. They say i will receive an email in the next few days but they have been saying this every since the 10th of April 2016. Every time i ask for a date they never give me one they just tell me that the withdrawal will be processed at the earliest. Can you guys please help me out. This is my first time using an online casino and I chose sun palace because the reviews said they have been in business for a long time and they can be trusted. But it feels like I'm being scammed. And when I ask for a manager they tell me I have to send them an email. When I do send the email the manager never gets back to me. Please help. If I receive the withdrawal I would like to continue playing in the future. But I've been waiting so long that I'm not sure if this is legit. Thanks for your time.
Regards.

posted on April 22, 2016.

Dear Shaboogy2255,
You have spoken with our Finance Department and they have explained the process to you. In future please treat them politely and refrain from using foul language. We note that you have deleted those portions of the chat that are cut and pasted above. As explained to you, our main ACH processor is down and the secondary processor is backlogged catching up on payments. You will be serviced on a first in/first out basis. Thank you

posted on April 22, 2016.

Ok first off. Me cursing is very much justified especially when since April 10th I have been told that I will receive an email in the next few days. It's now April 21 st and I have yet to receive any email. So I unapologetically will curse until I receive what was promised from your website. Not only are you telling me how to talk but your also false accusing me of deleting messages from the chat. Well if this is true please provide to me what I left out from this conversation. Now you keep saying along with your finance department that I will receive first come first serve. can you explain to me why I was told I would receive an email in a few days ever since April 10th and I haven't received one yet? Also can you explain to my why I've requested a manager numerous times and no one has ever gotten back to me. Lastly, can someone anyone provide me dates on when I will receive the email and receive my deposit. This is by far the worst customer service experience I've been through. The fact that you guys have an ach down should be noted on your website so people can know that it will take longer to receive payments. If I would have known this from the beginning I would have NEVER chose this casino. I am in a hardship right now and I need this money. But you guys continue to give me the run around and evasive answers. How do you not have a date I will receive the withdrawal after 11 days from making the withdrawal request?

posted on April 22, 2016.

Maybe if you actually click the images you will see that it's not cut off

posted on April 23, 2016.

Dear Shaboogy2255,
We have already explained this to you several times. You will be serviced on a first in/first out basis. We cannot provide a specific date because that is entirely based upon the availability and load of the processor and that is something outside of our control. When we have uploaded it the Finance Dept will advise you. Thank you

posted on April 23, 2016.

Smh. This is what you call customer service. Can you at least tell me where I am on the queue