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Sunset Slots Casino - Not willing to cooperate, stalling payments for months

UNRESOLVED
Complaint Info
Disputed casino Sunset Slots Casino
Reason Verification issues
Amount € 2682
Posted on August 28, 2015

I won 2682 euro at Sunset Slots on 26 february. I have an email from [email protected] asking for documents on 8 march, I sent them photos of ID and bill and I have not had any reply from anyone at that casino since that time. I see now in my account they have added a bonus, I have sent emails to [email protected] and suppor­[email protected]­uns­ets­lot­s.com asking to remove the new bonus and confirm my documents but I do not get any reply at all. It has been since march and still no reply.

Posted on July 20, 2015

Hi andrade456,

Please can you send us your username on Sunset Slots and I will speak to a manager there to find out what is going on with your payment.

We currently just do the acquistion marketinf for Sunset SLots and do not really have control over the payouts at Sunset Slots but I will chat to one of the managers over there for you to try and get this sorted out.

Best regards,

Dean

AskGamblers
Posted on July 20, 2015

We send to the casino management necessary information.

AskGamblers
Posted on July 24, 2015

Any news?

Posted on July 24, 2015

I waited but no email arrived from Sunset Slots.

Dean could you ask for somebdy there to reply to my email?

They added a bonus to my account after I won and now I cant cashout

AskGamblers
Posted on July 29, 2015

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.

Posted on July 30, 2015

Hi andrade456,

I hope that you are well? On this query, have you received any further communication from our call center management or support or is the issue still outstanding?

I look forward to hearing back from you!

Best Regards
Jason

Posted on July 30, 2015

Hi andrade456

I have received information back from my withdrawals and security team. According to our records, we never received the documentation requested. It could be one of two things, the file size might be too large or you might have sent the info to the incorrect email address. The correct email address where the docs need to be sent to are as follows: securi­[email protected]­sun­set­slo­ts.net (not .com).

On 27.02.2015 we attempted to contact you on the numbers provided but were unsuccessful in our attempts - received an answering service. We also noticed that there are Neteller account details that are incomplete, so please confirm the Neteller details in your email, along with your docs.

Regarding the bonus which is added to your account. Bonuses are added automatically as a part of our retention track. You are more than welcome to ask support to remove the bonus, just as long as you have not yet place a bet whilst in that bonus.

andrade456, please accept my sincere apologies for the delay. Please make sure that you get all the above info to the relevant department asap and I will do my best to make sure this gets resolved asap.

Best Regards
Jason

Posted on July 31, 2015

Thankyou for your message jason, I have sent my documents again today

Posted on August 3, 2015

Hi andrade456,

Thanks for the reply and for sending through those Docs. Please can you confirm whether you received feedback from my finance team.

Best Regards
Jason

Posted on August 3, 2015

HI andrade456,

I spoke to my withdrawals team. We received the docs however, the utility account/bill is older than 3 months. PLease can you furnish us with an up to date bill? We also need your Neteller account ID.

Please forward the relevant docs and info to securi­­ty­@­s­un­­set­­sl­o­t­s.net and iw ill do my best to fast track this withdrawal.

Regards
Jason

AskGamblers
Posted on August 7, 2015

@andrade456,
Did you send required documents to the casino?

Posted on August 7, 2015

Hello,

Yes I sent documents at the begining, but that was more than 3 months ago, so now sunset slots say that bill is too old. I have sent a new bill to them now

AskGamblers
Posted on August 11, 2015

Any news?

Posted on August 12, 2015

no news,
I wait for sunsetslots to confirm that they have seen my new bill and to allow withdrawal.

Posted on August 12, 2015

Hi andrade456,

I am on this, this is not acceptable. following up with my team right away.

Regards
Jason

Posted on August 12, 2015

Hi andrade456,

Just popping in to hear whether my banking team have gotten back to you yet?

Anxiously awaiting your reply!

Best Regards
Jason

Posted on August 13, 2015

Hi Jason.

Your team replied to my email to ask for a recent bill. The bill they ask for was attached to the email they have just replied to. Can you have somebody else read my email and open the attachment i sent on the 8th.

Posted on August 13, 2015

Hi andrade456,

Please can I ask you a favor? Please mail that mail including the bill directly to me. My email address is [email protected]­fas­ttr­ack­aff­ili­ate­s.net

I will resolve this matter for you.

Regards
Jason

Posted on August 13, 2015

Hi Jason, I have forwarded my email to you, thankyou for your attention.

Posted on August 13, 2015

Hi andrade456,

Do you know the size of the email which you sending as I have not yet received it. My mailbox limit is 5mb.

Otherwise try using themac­ine­[email protected]­hot­mai­l.com

Best Regards
Jason

AskGamblers
Posted on August 16, 2015

@andrade456,
Did you resend your documents to the casino?

Posted on August 18, 2015

Hi,
Yes I resent the document and Jason received it 5 days ago.

Posted on August 19, 2015

Hi andrade456,

I received feedback from my withdrawals team that your documents were received and verified and that you may resubmit your withdrawal.

Please keep me posted!

Regards
Jason

AskGamblers
Posted on August 22, 2015

@andrade456,
Did you made a withdraw and received your winnings? Can we close this complaint? Thank you.

Posted on August 23, 2015

Hi, I made a new withdrawal on the 19th, but I have not received my winnings yet

Posted on August 24, 2015

Hi andrade456,

Ok, so you resubmitted the withdrawal on the 19th. It would have gone into the 72 hour pending period. Which means that it would come out of the pending period over the weekend and should be prepared for payment soon.

My apologies for the delay andrade456.

Best Regards
Jason

AskGamblers
Posted on August 28, 2015

Dear @andrade456,

Have you received your winnings? Can we close this complaint?

Thank you.

Posted on August 30, 2015

No, my withdrawal was rejected on the 21st..

I have not received my winnings.
I have requested a new withdrawal and I continue to wait

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