Delayd withdrawal of SEK 37500

I want to file a complaint against Sunnybet casino for delaying my withdrawal. On Saturday May 2nd I managed to win some money on a deposit on Sunnybet without the use of any bonuses. I requested a withdrawal of 2000 euros at exactly 03:35 on the same day. I got an email a couple of minutes later requesting me to complete verification which I did. The site says that my account is verified but still my withdrawal has not been approved. The withdrawal has now been pending for 85 hours or so. It is now Tuesday May 5th and the time is 17:51 as of me writing this and my withdrawal has still not been approved. The terms and conditions state that the withdrawal processing times can take up to 24 hours as you can see in the images I have attached with this complaint. I want Sunnybet to be fair and process my withdrawal and tell me what the cause of the delay is.

I am submitting this complaint concerning an unprocessed withdrawal at Sunnybet.

My player account is fully verified. All KYC and verification requirements have been completed and approved, which has been confirmed by Sunnybet’s customer support in written communication. There are no pending requests or compliance issues related to my account.

On the 2nd of january 22:41, I requested a withdrawal of 19,200 SEK. At the time of writing, the withdrawal is still pending, and no confirmed processing or payment date has been provided.

The casino has explained the delay by referring to weekends, public holidays, and non-working days, stating that the withdrawal is planned to be handled on the next working day. However, Sunnybet has previously stated in writing that fiat withdrawals are normally approved within 1 hour and, even in exceptional cases, never take longer than 24 hours. No clarification has been given as to why these stated timeframes have not been applied in my case.

When I asked Sunnybet to indicate where in their terms and conditions it is specified that withdrawals are not processed during weekends, no reference to any applicable terms was provided. The response only reiterated that the delay was due to weekends and public holidays.

This is the second time a withdrawal request from my account has experienced a prolonged pending status. On a previous occasion, a similar delay occurred and the withdrawal was later canceled by me.

I have contacted customer support several times to request clear information regarding the status of my withdrawal, but the responses have remained general and have not resolved the issue.

All of the above can be supported by account records and written communication with the casino.

The attached screenshots are in Swedish. They show written communication from Sunnybet’s customer support confirming that my KYC verification is completed, stating the casino’s withdrawal processing timeframes (fiat withdrawals normally approved within 1 hour and never longer than 24 hours), and explaining the delay by referring to weekends and non-working days.

What I want:

I request that Sunnybet:

Processes and completes the pending withdrawal of 19,200 SEK, and

Provides a clear and transparent explanation for the delay.

At the time of submitting this complaint, the withdrawal has not been paid.

Amount €2000
On January 2nd at 01:43, I submitted a withdrawal request for €2,000 from my Sunnybet account.

Sunnybet’s published terms state that withdrawals are processed within 24 hours. This 24-hour period expired at 01:43 on January 3rd.

As of January 5th, the withdrawal remains in “processing / pending” status. My account is fully verified, and the casino balance still reflects the withdrawn amount.

I have contacted Sunnybet live support multiple times and have not been provided with any processing timeframe. I have also not received any confirmation email regarding the withdrawal.

I am requesting AskGamblers assistance in clarifying the status of this withdrawal and in obtaining a clear processing timeline, in line with the operator’s stated terms and conditions.
In addition, I have contacted Sunnybet live support on several occasions regarding this withdrawal. During these interactions, I was advised at different times that delays were due to the holiday period, that the withdrawal would be processed shortly, and later that processing was dependent on external payment processors. No specific timeframe has been provided.

I can provide screenshots/transcripts of these communications if required; however, I am currently experiencing technical difficulties uploading all transcript files via the complaint portal.