Queja #6
SunnyBet Casino
Wont pay me my winnings
hace 4 meses
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.
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.
Screenshot
