Ag Awards

Sun Palace Casino - Unjustified ''fraud'' accusations, withholding payments

Posted on May 19, 2016

About three weeks ago I did a couple of withdrawals in the total amount of $952. I know that this casino has one of the slowest payout systems of all, but I wanted to check with the support what was going on.
I get transfered from the finance department to the security department because my payments and account are under "review".
And all I get from the security department is a standard automated answer saying my account is being investigated for "fraudulent activity" and that my withdrawals are "on hold until further notice". Very unpolite and no other information is given.
Now, I could accept this happening one time for security reasons - but this is the SECOND time this is happening in six months. In fact - I have verified my account three (!) times since signing up with this casino: sent in all documents, someone from the casino called me etc.
I dont know what to do anymore - I keep getting treated as a criminal, all they have to do is a quick check of my playing pattern and deposits with neteller to see that I am a fair player playing with my own money.
And if there is some other reason to not processing the withdrawals, I believe that you as a loyal and honest player should be told about it.

Posted on May 21, 2016

Dear Drholmberg,
We have been noticing a huge amount of players from your area and some have proven fraudulent activity including chargebacks and tampered documents. Due to this reason your WD was under review and now he have been released from our Security Dept. and sent to our Financial Department so they can continue with the normal process. Please contact our Finance Dept. for further details. Thank you.

Posted on May 22, 2016

Ok,I understand your security procedures - but is it necessary to have this done twice during a six month period? And does it have to take up to a month to do the security checks?
Well, two of a total of three withdrawals has now been payed out to my neteller-account - just waiting for the last one.

Posted on May 26, 2016

Dear @drholmberg,

Did you received your payment, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.

Posted on May 26, 2016

I only recieved two out of three payments, the last one is still pending. And no answers on my last questions.

Posted on May 30, 2016

The complaint has been reopened as per Sun Palace Casino management and AskGamblers Complaints Team would like to give it one more chance hoping that both parties will manage to reach to a satisfactory resolution of the problem.

Posted on May 30, 2016

Dear Drholmberg,
You should have received your last payment. Please acknowledge it so that this post can be closed.
Thank you

Posted on May 30, 2016

Yes, the last payment arrived this evening.
Case can now be closed.

Posted on May 31, 2016

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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