Ag Awards

Sun Palace Casino - Delaying Payment of my Winnings

Posted on July 29, 2016

I spent so long looking for a legitimate, trustworthy RTG casino as I like their games but also know there are so many untrustworthy casinos out there. I finally settled for Sun Palace casino. After only a couple of weeks I won an amazing $10,000! Well, that was over 2 months ago now and I am still waiting for my money. First they tell me that because i am a new player i can only have a max of $1000 a week paid to me (which i couldn't find anywhere in the t&c's). Then after only 3 payments, the weekly instalments are no longer weekly, it has been over 2 weeks since any of my winnings has been paid to me. I am still owed $7000 and when I speak with the finance dept online about this problem, their response is "you will be paid, we just don't know when" or "there are delays with payments and we don't know when it will be fixed". Noone can tell me when my next payment will be or even how much it will be. I have sent emails to customer support and have had no response at all and noone on the 24/7 chat has any answers for me. If you're the kind of player that can put their money in a casino and be happy that whatever you win will be 'eventually' paid to you, but no clue as to when, then this is the casino for you! As for me, I just want an honest casino that when they say "withdrawals can take up to 2 weeks", they honour it.

Posted on August 2, 2016

Dear Amy,

Please let us know if there's some update on your issue.

Posted on August 4, 2016

Dear Amy,
Please contact our Finance Department for updates on your withdrawal payments. You were recently sent one on July 29th but did not acknowledge receipt here. As you have stated you are receiving your withdrawals. We will not be responding to this post any further. Thank you

Posted on August 8, 2016

Dear Amy,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

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