Sun Palace Casino Continues to Delay Payment

RESOLVED
posted on December 2, 2014.

I only made one deposit at this casino. Lucky for me I used a 400% first deposit coupon and completed the play thru requirements and have an $800 withdrawal pending. Unlike other RTG casinos, when I made my withdrawal request on 10-25-14, there was no form link listed for withdrawals. Their website said withdrawals take up to two weeks. After two weeks, I sent an email asking the status of my withdrawal. Several days later they sent me two email asking for various documentation and bank wire information which I provided within hours of the email. That was nine days ago and I still have heard nothing from the casino. My emails continue to receive no response.

posted on December 4, 2014.

Hello this is Pete in Marketing.
Please send me your user name and I will have a look into this and help you out.

Cheers

AskGamblers
posted on December 4, 2014.

We send user's details to the casino.

posted on December 5, 2014.

Pete, my user name is WhiteZulu. Thanks.

posted on December 5, 2014.

I just logged into my account and my pending withdrawal was CANCELLED. The money is back in my player account ($800) but I received no explanation or email. All my documentation was sent long ago. I connected with live chat and they told me to open a finance chat window. After waiting 5 minutes or more and message came up saying the department was not available. I then filled out another form that was prompted when finance was not available and sent a message to customer service. I am trying to be patient but this is getting very annoying. The website says 2 weeks for withdrawals (which is much longer than most casinos to begin with). It has now been six weeks and I'm supposed to start all over again with the withdrawal process? I hesitate to initiate another withdrawal request without any explanation or email explaining what the problem is. This withdrawal should be expedited and done in the next 48 hours if you have any hope of salvaging your reputation with me.

posted on December 5, 2014.

Hello WhiteZulu,

I contacted CS and asked about this situation so that I can see what can be done.
They did inform me that your credit card verification documents have not been received. They emailed you on Nov 21, 23 and 28th for this purpose. They also phoned you on Nov 25th and 30th but there was no answer either time.

Now, please remember I am in Marketing and am here to assist in resolving this. Please get in touch with them and whatever you need to do to verify your credit card (this is out of the scope of my department). Perhaps check your spam folder in case you are missing the emails?

Thanks, Peter.

posted on December 6, 2014.

Peter, I received tow email from "Security Sun Palace" on 11-23. Within two hours I mailed them everything they asked for including the credit card form, pictures of my credit card, driver's license, a utility bill and my bank information for the wire payment. It is they who should check their spam folder as I have a confirmation that these were emailed. I don't like sending sensitive information via email but I am willing to send it again. It disturbs me that they claim they didn't receive it and that it's floating around in someone's inbox. I will resend the emails to the security address from which I received the request for documentation now.

posted on December 8, 2014.

I will send them an email to let them know you re-sent the documents.

Cheers,
Peter

posted on December 9, 2014.

Thanks Peter.

posted on December 9, 2014.

WhiteZulu, please check your gmail account. Just after I posted a reply to you here yesterday, I received some more information and sent it directly to you. It was sent to "[email protected]

Thanks,
Peter

posted on December 9, 2014.

Peter, I forwarded my documentation email to the address you provided and replied to your gmail. Thanks for your help.

AskGamblers
posted on December 13, 2014.

Is this issue resolved, can we close this complaint?

posted on December 13, 2014.

Unfortunately, no. After my initial withdrawal was rejected after six weeks, my second request dated 12-5 for a withdrawal after resending all information to the casino STILL has not been processed and I have received no funds.

posted on December 17, 2014.

Hello UncleMonkey.

After our emails a few days ago when you sent your details again, everything was received and verified correctly. Your withdrawal was sent to the processor yesterday. It will go through them and out to you shortly thereafter.

Thanks,
Peter

posted on December 17, 2014.

I see that the withdrawal was approved. I will post here once the funds reach my bank account at which time we can retire this thread. Thanks for your help Peter.

posted on December 19, 2014.

I received my funds this morning. I am happy to report this thread can be closed. Thank you AskGamblers and Peter from Sun Palace for your help.