Complaint #8
Sun Palace Casino
Miscommunication, delayed withdrawal requests
10 years ago
I have had some issues with payment delay, and the financial department not clearly understanding my issues, and not responding to the issues I've had.
I first requested a $100 payout, there were no coupon codes active but my request was denied because I didn't complete the coupon bonus play through requirements. I replied to their email stating I had no active coupon and their system allowed me to request the the payout where as there was no amount to request during an active coupon. A few days later I received a response that it was an error and I could request the withdrawal again. I had already put the money back into my play amount.
A little while later, i requested an $800 pay out, after meeting the play through requirement of the bonus. This was more than 6 weeks ago. After about 2-3 weeks, I got an email asking to provide photos of all the cards I had used for deposits, my license and credit card verification forms. I did all that, a few days later I received confirmation it was all received but I still needed a phone call verification. I was asked to provide the best time to be contacted. I was not called at the time I stated was the best time, it was always several hours or even a day or two later. Finally after several attempts, they called only 30 minutes after my requested time. I was told that everything was in order and I'd be notified when my withdrawal was processed. I also requested another payout for $1800, which was split into 2 payouts as the maximum amount is $1000.
Over a week later, I received 3 emails, one for each withdrawal, requiring all the bank information and my name, address, etc. I thought it was a bit odd, but I was glad they did this because it was at that time I realized my primary bank doesn't accept International ACH transfers. However, just hours after they sent me the emails to verify the info and before I had responded, I got another email that said the $1000 withdrawal was processed. This was on 11/26 and I still don't have the money today on 12/13. I have sent several emails to them explaining that my bank won't accept it and trying to find out what the status is... has not been answered to date.
On 11/30 I submitted the info for a secondary bank and explained to them I had to change the bank information that I had initially entered on their website and said the new bank info was to be applied to all 3 withdrawal requests, including the one that was apparently processed.
On 12/1, I received confirmation that my bank info had been received, and that I'd be notified when my withdrawals are processed.
On 12/10, I received an email stating that 2 of the withdrawals have been processed to my PRIMARY bank account and that I should expect payment in 10 business days.
I replied stating my primary account does not accept International ACH and I had submitted new bank info 2 weeks ago and receipt confirmed from Sun Palace - and once again asking what happened to the pay out supposedly processed 2 weeks ago.
I understand they won't get that email until tomorrow and who knows how long before they respond, if they do. I am so frustrated right now I didn't know what else to do. I am hoping that by submitting this complaint here, maybe someone from Sun Palace will finally address the issues and get them resolved.
I do understand part of the problem is that I initially submitted bank info that would not work for these types of pay outs, however, in the email when they requested bank info verification, they did state that if you change your bank info please email the financial department, which I did, and it was confirmed. So I am very confused as to why they went ahead and attempted process with the old bank info and why they won't tell me what happened with my first deposit! You would think after 2 weeks and several emails asking what the status is, I would get some sort of response!
Aside from the issues I'm having getting the money, I have enjoyed the gaming with Sun Palace. If this can be resolved and I eventually get my pay outs, I will be happy to continue enjoying their games. At this point though, I refuse to deposit another dime without knowing if I'll ever get a payout. I am a patient person but without getting any response of my first withdrawal that seems to have gone to outerspace and then the other withdrawals going to the wrong bank, I'm kinda losing it at this point.
I first requested a $100 payout, there were no coupon codes active but my request was denied because I didn't complete the coupon bonus play through requirements. I replied to their email stating I had no active coupon and their system allowed me to request the the payout where as there was no amount to request during an active coupon. A few days later I received a response that it was an error and I could request the withdrawal again. I had already put the money back into my play amount.
A little while later, i requested an $800 pay out, after meeting the play through requirement of the bonus. This was more than 6 weeks ago. After about 2-3 weeks, I got an email asking to provide photos of all the cards I had used for deposits, my license and credit card verification forms. I did all that, a few days later I received confirmation it was all received but I still needed a phone call verification. I was asked to provide the best time to be contacted. I was not called at the time I stated was the best time, it was always several hours or even a day or two later. Finally after several attempts, they called only 30 minutes after my requested time. I was told that everything was in order and I'd be notified when my withdrawal was processed. I also requested another payout for $1800, which was split into 2 payouts as the maximum amount is $1000.
Over a week later, I received 3 emails, one for each withdrawal, requiring all the bank information and my name, address, etc. I thought it was a bit odd, but I was glad they did this because it was at that time I realized my primary bank doesn't accept International ACH transfers. However, just hours after they sent me the emails to verify the info and before I had responded, I got another email that said the $1000 withdrawal was processed. This was on 11/26 and I still don't have the money today on 12/13. I have sent several emails to them explaining that my bank won't accept it and trying to find out what the status is... has not been answered to date.
On 11/30 I submitted the info for a secondary bank and explained to them I had to change the bank information that I had initially entered on their website and said the new bank info was to be applied to all 3 withdrawal requests, including the one that was apparently processed.
On 12/1, I received confirmation that my bank info had been received, and that I'd be notified when my withdrawals are processed.
On 12/10, I received an email stating that 2 of the withdrawals have been processed to my PRIMARY bank account and that I should expect payment in 10 business days.
I replied stating my primary account does not accept International ACH and I had submitted new bank info 2 weeks ago and receipt confirmed from Sun Palace - and once again asking what happened to the pay out supposedly processed 2 weeks ago.
I understand they won't get that email until tomorrow and who knows how long before they respond, if they do. I am so frustrated right now I didn't know what else to do. I am hoping that by submitting this complaint here, maybe someone from Sun Palace will finally address the issues and get them resolved.
I do understand part of the problem is that I initially submitted bank info that would not work for these types of pay outs, however, in the email when they requested bank info verification, they did state that if you change your bank info please email the financial department, which I did, and it was confirmed. So I am very confused as to why they went ahead and attempted process with the old bank info and why they won't tell me what happened with my first deposit! You would think after 2 weeks and several emails asking what the status is, I would get some sort of response!
Aside from the issues I'm having getting the money, I have enjoyed the gaming with Sun Palace. If this can be resolved and I eventually get my pay outs, I will be happy to continue enjoying their games. At this point though, I refuse to deposit another dime without knowing if I'll ever get a payout. I am a patient person but without getting any response of my first withdrawal that seems to have gone to outerspace and then the other withdrawals going to the wrong bank, I'm kinda losing it at this point.
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