Complaint #15 Sun Palace Casino

Withdrawal $4,500 still pending after more than 10 days

By Shaboogy2255

10 years ago

Message on forum

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.

Disputed Casino Sun Palace Casino

Reason Delayed payment

Amount $4500

Discussion

Shaboogy2255

10 years ago

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

Sun Palace Casino

• Representative

10 years ago

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

Shaboogy2255

10 years ago

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

Shaboogy2255

10 years ago

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?

Sun Palace Casino Complaint Stats

Resolved 16 / 38

Avg. Amount $1,740

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

Sun Palace Casino Complaints

See all complaints for this casino

I make a payout on sun palace casino but still pending from 8 days

Hello dear Ask gamblers I made a payout on SunPalace casino on date 31/07/2024 but still 8 days have been but my payment is still pending and not process this casino time frame 5-7 days but 8 days have been.

< irrelevant information removed >

Resolved

$150

Waiting for my 1000 dollars payout

So on February 1st I submitted my payout request and going through the whole verification process and everything is set and done and I've been approved and security check through their whole system and I even have the transcripts from every conversation I've had where they say they're waiting for the third party processor to pay me.

But it shouldn't take a whole month especially when in the conversation they say they will pay out to five to seven days.

I'm just fed up and can really use my money.

Unresolved

$1,000

Refund not arriving in btc account

So I asked Sun palace casino to close my account on 27th February 2022 due to gambling problems and many times after that and as they let me deposit I requested a refund of all deposited since that date which totalled $4200.12 So after a big dispute about me entitled to a refund they finally agreed that I’d asked them to close my account on 27th February 2022 due to gambling problem and agreed to refund me $4000 on Thursday 14th April I was told it would be in my crypto account, even since then they are cutting my live chats short, telling me certain departments can not help me and I need security so I contact them and are held in a queue for hours at a time than chat is closed, none of my emails is being replied to and I just want my refund like you they said I would be getting.

Unresolved

$4,000

Payout withdrawal overdue

"Mon, Jun 7 at 10:32 AM

Dear Donna < surname removed >,

Your withdrawal request has been successfully evaluated and it is in our approved queue waiting to be processed as soon as possible by our third-party payment provider. We will gladly notify you via email as soon as your payment has been uploaded and confirmed.

Kind regards,

Dennis

Withdraw Support Agent - Sun Palace Casino"

I have been waiting 2 months and have yet to receive withdrawal. I have contacted casino, had several chats to no avail. When you contact them all they say is they will send an email but it is the 3rd party (whoever that is) they are waiting for. Is this a normal wait time?

Please help expedite.

Donna < surname and number removed >

Unresolved

$635

Problems getting my payout

I won and requested numerous payouts totaling over $5k between 9/21-9/23. Unfortunately, I cancelled all but $1k that is still pending for a payout. I have spoken to customer support, security and financial departments. I keep getting the same answer that it will be processed once third party processor gets to it. It has been 2 weeks. They refuse to give a timeline. There is no time frame on the website. To my knowledge, the standard turn-around time is 5-7 business days.

Resolved

$1,000

Refund delays and no replies to emails

I had an agreement for a refund of a little over 2300 USD. I was told a month and a half ago it would be refunded within 7-10 days. I was then told “they are still working on processing it”. I have emails from their security team agreeing to the terms. They have stopped replying to my emails. I have sent them over 12 emails. When I attempt to contact the security team via instant chat, they will not reply.

Unresolved

$2,393

Delayed $3,000 payment and lack of support

Received email 8/1 indicating payout would be last Friday or early this week and said they sent payouts last weds. . Owed $3000. Spoke to them daily in live chat and they keep saying there is a delay. I have sent emails also to financial, vipsept@sunpalace and [email protected]. Not all emails were responded too. Again no reason given. I have had withdrawals before which were received within a few days. i have been a vip player and have no idea why they are stalling. Concerned I will not receive funds

Unresolved

$3,000

Trying To Void Legitimate Winnings

Having Played various casinos, I wanted to play one with RTG games so I chose Sun Palace Casino. I made a minimum $25 cash deposit with no bonuses as I like to play with no “strings attached”. The last few spins on 3 Stooges part 2. I won the $383.00 jackpot. I immediately cashed out and received a letter asking for my license and copy of my bank statement. I received the following:

Dear < personal info removed >,

Thank you for contacting us! It is a pleasure to be of your assistance.

This email is to inform you that we successfully received all the documents you sent.

Your withdrawal request is pending now, once it is in Security Department you will receive a phone call of verification from us.

A few hours later I received this letter:

Payout Request Declined

Dear < personal info removed >,

We're sorry, but your MailCheck payout request of $ 390.00 USD for Account ID shoedog20 has been declined.

We thank you for your continued business and are always available if you should have any questions.

Note that they did not give any reason for the decline. I replied back asking for a reason and they claimed they didn’t receive my $25 payment due to a glitch with their processor. So how was I allowed to play? After challenging that I received this confusing letter:

Dear < personal info removed >,

Greetings from MainStreet Vegas Group!

We have just learned from our processor that your initial $25.00 deposit did not go through from your Visa card -9733 and it produced winnings.

In order to honor your payout, please proceed to deposit such amount (this deposit must be valid and duly confirmed by us).Â Else please provide evidence (banking statement) that the deposit in question was charged to your credit card.Â Unfortunately, by no circumstances we can deduct it from your winnings; that are also limited to a maximum of 5 times the credit amount used to produce them.

We look forward to hearing from you.Â Thank you in advance four your cooperation in this matter.

Best Regards,

Alx

I checked with my bank and the deposit went through and was deducted from my account. Finally I got this letter confusing me even more:

Dear Alan,

Thanks for contacting us, in this case as the previous email said, from our end the transaction seems to be decline, now sometimes the

transaction might appear in your card, as pending transaction but this is totally normal and the money should be returning to your account

automatically in around 3-5 days depending on the bank.

For any other question please feel free to contact us via live chat.

It’s obvious to me they are trying to void a legitimate win. any help you can give me would be appreciated.

< personal info removed >

Unresolved

$383

Declined $1,300 payout, no reasons why

I will try this again. I played Sun Palace on Nov. 2 . I made several charges on my card and won $1300.00. I was to receive a $1300.00 payout from Sun Palace Casino. Several weeks later I received an email that I was to receive my payout only to get another one saying I was declined and I do not know as to why. I sent several emails and cannot log on to live chat as well. Thank you for you help and support.

Unresolved

$1,300

20 business days later still waiting for $70 payment to Neteller

I used the start-up bonus without a deposit, I had 420 $ after the turn, but according to the rules, it was reduced to $ 70, I was counting on a long period of withdrawal but what is happening is impossible. This is the first time I've seen this kind of thing in many casinos, whether it was a no deposit bonus or the casino deposit was based on the payoff date or it was able to inform me when I got the money. Before playing in any casino I check their ratings on your site, which is very pricey ... After almost a month of waiting, my patience has ended so I turn to you with a request for helpPayout ordered 20 working days ago on the neteller, initially I was informed that the whole process will last 5-7, then 12-15 now the second time I receive information that it will take a few days and are unable to inform me when exactly I will get the money .. laughter.

Unresolved

$70