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SunMaker Casino - Withdrawal delayed for over a month

Complaint Info
Disputed casino SunMaker Casino
Reason Delayed payment
Amount € 4485
Posted on June 17, 2019


5.5.2019 I made a deposit on Sunmaker casino without any bonuses and wagered the whole amount. That wasn't my first deposit on the casino and things before that had gone smoothly. First they wanted to do a source of wealth check for me and I filled a form stating that my used funds were legitimate. Then they started stalling massively and when asked about whats happening they just said there is some kind of security check on my account and they couldn't do anything about that. That continued for almost a month and 5.6 they sent me a email claiming that I haven't (fully) wagered my deposit amount, I replied them that I'm sure that I have wagered the whole amount, and asked if they disagree with me what would be the amount left to wager. They then blocked my account and don't answer anything to me. I have been very patient but now I feel I cant solve this problem myself so I'm asking for your help.

Posted on June 17, 2019

Dear @rikuvaisanen,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on June 18, 2019

Dear Rikuvaisanen,

We apologize for the delay, according to our licence obligations we are unable to proceed with your account until we have feedback from the payment processor.

You will be updated as soon as we have further information.

Sunmaker Support

Posted on June 21, 2019

Do you have any estimate how long this will still take? And does getting the feedback always take 7 weeks?

Posted on June 24, 2019

Dear SunMaker Casino,

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

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