Ag Awards

Sun Palace Casino - Refund delays and no replies to emails

Complaint Info
Disputed casino Sun Palace Casino
Reason Delayed payment
Amount $ 2392.67
Posted on January 14, 2020

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.

Posted on January 15, 2020

I attempted to contact them 4 times today. I was transferred from their customer support to their security team. Each time I told the support that they will not respond. Each time they still immediately transferred me and I would get no reply from an agent. I emailed there security team again twice and still did not get a reply. The customer support says they do not handle refunds. They are no help when I ask them what I can do to get in contact with someone who can update or help me. They just keep saying their security team handles them. I again explain that it has been a week of attempting to contact them with no success. This is horrible. I advise no one to deposit here. It’s like your bothering them when you try and get the money you deserve. I will continue on this until I get this resolved. I will attempt to contact the gaming commission and I am willing to go with an international case regarding Main Street Vegas group.

Posted on January 15, 2020

Again, today I spent all day trying to contact the security department handling this. No reply. I contacted customer service who kept transferring me to them. They would not reply to the instant chats.

Posted on January 19, 2020

Still no word back from them. I spoke with them after I initiated a chat with a username of “info” they of course replied after I attempted x5 times with my username with no success. They told me “we are waiting on the processors and are trying to contact them”. It is now well over a month.

Posted on January 20, 2020

Dear Sun Palace Casino,

Please let us know if there's some update regarding this case.

Posted on January 22, 2020

This is absurd. I have this place a go, and I’m glad I never won a huge amount. I have attempted an estimated x20 times to contact them. They have stopped replying. The only x2 times I was able to get in contact with them was when I have a different user name. I have relayed to them I will report all activity as fraudulent. I have gave way to many attempts. Gamblers beware. Do not deposit here

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