Complaint #26 Sun Palace Casino

A month to get paid!

By boilermaker99

9 years ago

Message on forum

My complaint has to due with amount of time to get paid. I have been a depositor at Sun Palace for about 4 years. I finally got a decent win of $2000.00. They told me they already had my documents that I sent in a few years back. Live chat informed me that I met play through on the deposit bonus. Much to my dismay, when I asked how long it would be to process my withdrawal by ACH to my bank account, they told me 3 weeks to a month. I'm in the U.S. but what I don't understand, is my friend is also in the U.S. and gets paid by online casinos within a week. He plays the Vegas Technology group which are different than the RTGs of course. My question is, if the withdrawals can get to him within a week from the ones he plays, why can't the RTG casinos do the same or even close to the same time range to pay their players in the US? It makes no sense other than to stall or avoid paying. My heart sunk when they told me up to a month. From what I've been reading on your site, I feel I may never get my payout. Can you possibly explain why some of them, like the ones my friend plays, are prompt and reliable, while the RTGs always seem to be the ones with slow payment issues? Had I known it would take up to a month to get paid, I would have chosen another casino. It states on their web-site 2 weeks...not a month! Just for that reason, I feel like I'm already getting the run around before I even start counting the endless days. With my documents already approved and the direct ACH to my bank, it's absurd that I should have to wait up to one month...or who knows? Maybe even longer? Is there any explanation for this? Other than the obvious one which I also feel isn't fair, which leaves the players winnings vulnerable in the cashier, beckoning day after day to be reversed and played back to nothing! Not that it matters, but I'm handicapped and could really use the money for a new wheelchair. Also explains why my entertainment of choice is gaming since I'm unable to go anywhere. It would just be nice to know I didn't make a major mistake in choosing to deposit here all these years...I did my homework and the reviews I read before I joined rated Sun Palace as trustworthy. I hope they didn't go "rogue" on me because I haven't been updating my knowledge of the reviews like I should have. All I want is an answer why can some and not the others? Thank you for being here so I don't feel so alone in this.

Disputed Casino Sun Palace Casino

Reason Delayed payment

Amount $2000

Discussion

AskGamblers

• Support Team

9 years ago

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.

boilermaker99

9 years ago

SUCCESS!!!

I honestly thought I would be waiting another week or more but check arrived today via courier and the total amount of $2000.00 which pays BOTH withdrawals of $1000.00.
I still feel that the wait time is much longer than it should be, but at least they proved to be honest about paying their players. Not sure if I will deposit here again due to the long withdrawal time, but one of the "pros" about Sun Palace is they have great bonuses and are pretty courteous about granting a free chip once in awhile upon request if you have a few recent deposits in your activity. I might decide to deposit here again, especially now that I know I have nothing to worry about except realizing you have to be patient and wait 3 to 4 weeks. They could improve on their communication and emailing but otherwise I don't have any problems with them.

Thanks SO much to AskGamblers.com for their assistance in this matter and for promoting fair play and honest payouts for players. I am satisfied with the resolution of my withdrawal and submit that this complaint can be closed as positively "resolved".

Thanks for all the help and support!
It's good to know you are here for us.
Much appreciated,
Steve

boilermaker99

9 years ago

I logged in again today to ask finance why the status of my withdrawal was exactly the same in a pending state and not processed since I was informed that the check was processed last Thurs. Here's what happened. Live Chat (finance dept.) was open. I entered the required information and clicked on "Start Chat". I waited 1, 2, then 3 minutes passed and nobody responded. If there's no activity within the casino for a certain amount of time, it disconnects you for inactivity as well as the chat. It's really horrible that it's set up this way and really irritating because you get cut off all the time. I decided to log out and log back in on my own so when someone in chat responded, I would have more time remaining. I did this about 3 or 4 times and still nobody responded up to about 3 minutes. The 4th time I logged back in (finance) Live Chat was closed, even though it was the afternoon hours that they are supposed to be open. When I went to regular Live Chat of course it's the same thing as usual which is they don't have any information and I need to speak with finance.
As you can see, they aren't answering this complaint or even trying to help resolve this.
I still haven't received one email regarding anything and that's for the entire time since I made the withdrawal.
Could you possibly try to get them to respond one more time? Thank you.

boilermaker99

9 years ago

This is the most recent conversation I have from today when I contacted the Finance Dept. Live Chat to be sure that they have my new option to be paid by cheque. (Check-USA)

See Attached...

Sun Palace Casino Complaint Stats

Resolved 16 / 38

Avg. Amount $1,740

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

Sun Palace Casino Complaints

See all complaints for this casino

I make a payout on sun palace casino but still pending from 8 days

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 >

Resolved

$150

Waiting for my 1000 dollars payout

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.

Unresolved

$1,000

Refund not arriving in btc account

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.

Unresolved

$4,000

Payout withdrawal overdue

"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 >

Unresolved

$635

Problems getting my payout

I won and requested numerous payouts totaling over $5k between 9/21-9/23. Unfortunately, I cancelled all but $1k that is still pending for a payout. I have spoken to customer support, security and financial departments. I keep getting the same answer that it will be processed once third party processor gets to it. It has been 2 weeks. They refuse to give a timeline. There is no time frame on the website. To my knowledge, the standard turn-around time is 5-7 business days.

Resolved

$1,000

Refund delays and no replies to emails

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.

Unresolved

$2,393

Delayed $3,000 payment and lack of support

Received email 8/1 indicating payout would be last Friday or early this week and said they sent payouts last weds. . Owed $3000. Spoke to them daily in live chat and they keep saying there is a delay. I have sent emails also to financial, vipsept@sunpalace and [email protected]. Not all emails were responded too. Again no reason given. I have had withdrawals before which were received within a few days. i have been a vip player and have no idea why they are stalling. Concerned I will not receive funds

Unresolved

$3,000

Trying To Void Legitimate Winnings

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

Unresolved

$383

Declined $1,300 payout, no reasons why

I will try this again. I played Sun Palace on Nov. 2 . I made several charges on my card and won $1300.00. I was to receive a $1300.00 payout from Sun Palace Casino. Several weeks later I received an email that I was to receive my payout only to get another one saying I was declined and I do not know as to why. I sent several emails and cannot log on to live chat as well. Thank you for you help and support.

Unresolved

$1,300

20 business days later still waiting for $70 payment to Neteller

I used the start-up bonus without a deposit, I had 420 $ after the turn, but according to the rules, it was reduced to $ 70, I was counting on a long period of withdrawal but what is happening is impossible. This is the first time I've seen this kind of thing in many casinos, whether it was a no deposit bonus or the casino deposit was based on the payoff date or it was able to inform me when I got the money. Before playing in any casino I check their ratings on your site, which is very pricey ... After almost a month of waiting, my patience has ended so I turn to you with a request for helpPayout ordered 20 working days ago on the neteller, initially I was informed that the whole process will last 5-7, then 12-15 now the second time I receive information that it will take a few days and are unable to inform me when exactly I will get the money .. laughter.

Unresolved

$70