Queja #5 SunnyBet Casino

Withdrawal Delay with not potential timeframe given for withdrawal

Por TYRIZZLE22

hace 4 meses

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 My account is fully verified, and the casino balance still reflects the withdrawn amount.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.

Casino en conflicto SunnyBet Casino

Motivo Pago retrasado

Cantidad €2000

Discusión

AskGamblers

• Support Team

hace 4 meses

Dear @TYRIZZLE22,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

SunnyBet Casino

• Representative

hace 4 meses

Hello.

We confirm that your withdrawal has been fully approved and completed.

The delay occurred due to the holiday period, during which payment service providers required extended response times, combined with mandatory validation of betting activity with the relevant game providers, which took longer than anticipated. These procedures are standard, compliance-driven checks and were completed in full.

We apologize for the inconvenience caused by the extended timeframe. With the withdrawal now finalized, we consider this matter fully resolved.

Should you require any further assistance, our support team remains available.

- The Sunnybet Team

TYRIZZLE22

• 1 Reseñas

hace 4 meses

Update – January 5 22.20

As the withdrawal requested on January 2 at 01:43 remains pending with no timeframe provided via live chat, I have now formally contacted Sunnybet support by email requesting a written explanation for the delay and confirmation of the withdrawal status.

Prior to this, Sunnybet confirmed via live support that they are unable to provide any specific processing timeline, stating only that a “responsible team is currently working on it.”

The withdrawn amount remains fully available in my casino balance and has not been placed on hold, indicating the withdrawal has not yet reached the approval stage.

I am awaiting a written response from Sunnybet support.

Estadísticas de quejas de SunnyBet Casino

Resueltas 5 / 5

Cantidad promedio $2,644

Duración media de quejas N/A

Tiempo de respuesta promedio N/A

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Sunnybet delaying withdrawal for almost 4 days

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.

Resuelta

€2,000

Unpaid payout

I want to file a complaint against Sunnybet casino. I am trying to get a payout that I have been waiting for for more than 48 hours. Initially I was told that payouts are processed within 1 hour. After a new inquiry, I was told that sometimes they do additional checks that take no more than 24 hours. After another inquiry, they wrote to me 24-72 hours. Today I made another inquiry and again received a copy-paste response saying not to worry and that I will receive a payment very soon.

I declare that I want to receive the amount that I have won and to receive a real and concrete answer as to why the payout is delayed in this way.

Resuelta

€2,000

Wont pay me my winnings

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.

Resuelta

kr19,200

Delayd withdrawal of SEK 37500

Casino: Sunnybet
Complaint type: Delayed Withdrawal
Amount: 37,500 SEK
Currency: SEK
Withdrawal request date: 2025-12-25
Time: 08:32

Complaint details:

I am submitting this complaint due to an unreasonably delayed withdrawal at Sunnybet. My account is fully verified and all requested documents were submitted and approved without any issues.

Despite this, my withdrawal of 37,500 SEK, requested on December 25, 2025 at 08:32, has been pending for an excessive amount of time. Sunnybet has failed to provide a clear explanation or a confirmed payment date. No valid reason has been given for the delay.

Customer support has been extremely poor. I only receive generic, copy-paste responses that do not address the actual issue. There is no transparency, no accountability, and no real assistance. Repeated attempts to get clear information have been ignored or deflected.

This situation is unacceptable. A licensed casino should process withdrawals in a timely manner and provide proper communication. Sunnybet’s behavior raises serious concerns regarding player safety and trust.

What I want:

I request that Sunnybet:
1. Processes my withdrawal of 37,500 SEK immediately, and
2. Provides a clear and honest explanation for the delay.

At the time of submitting this complaint, the withdrawal is still unpaid.

Resuelta

kr37,500