Stalls payment and refuses to close accounts

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 >

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.

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.

"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 >

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). Else please provide evidence (banking statement) that the deposit in question was charged to your credit card. 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. 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 >