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Sun Palace Casino

Item: Sun Palace Casino
Rating: 1
Author: Sharon D.

Our Rating CasinoRank

1/10

CasinoRank

Player Rating 21 reviews

4.2/10

21 reviews

Complaint Response 38 complaints

3 days avg. 38 complaints

What we like

0-24-hour withdrawal time frame
Live chat available
Games powered by Real Time Gaming
Games certified by TST

What we don’t like

TST audit not visible to the public
Few withdrawal methods

Affiliate disclosure

Our content contains affiliate links and we may make a commission on operator registrations and deposits made through these links. We only recommend licensed operators and we would not endorse any brand that is not verified by our experts. Get the truth. Then play.

Sharon D.

Sun Palace Casino Details

Here you can find all the specific details about this casino.

General
Payments
Games
Responsible Gambling
Customer Support

Website

http://www.sunpalacecasino.com

Established

2002

Licences

Panama Gaming Control Board

Company

Main Street Vegas Group

Affiliate Program

Mainstreet Affiliates

Languages

English

Casino Type

Download, Instant Play, Mobile, Crypto Casino

Sun Palace Casino is a luxurious online casino that gives all the players the chance to gamble in style. The casino uses games from software mega-company Real Time Gaming. They currently hold a gaming license in the jurisdiction of Costa Rica.

Security and Fairness

Sun Palace Casino doesn't want you to feel unsafe when playing their games. As such, they have encrypted all communication between their casino and you with 128-bit SSL technology. This mechanism makes it impossible for cyber thieves to steal any sensitive information you send to the casino, whether it is personal or financial in nature.

When playing online, gamblers also deserve to know that they're being dealt a fair game. To alleviate any doubt, Sun Palace Casino has had their games audited by TST, a leading mathematics testing corporation. Although this report cannot be viewed by the general public, RTG has been proven through time to be a reputable software provider.

Deposit Methods

ClickandBuy, MasterCard, Money Order, Neteller, instaDebit, Visa, Skrill, Bitcoin, Paysafecard, SafetyPay, Yandex Money

Deposit Fees

Withdrawal Methods

ACH, Cheque, Money Order, Bitcoin

Withdrawal Fees

Withdrawal Limit

Not Stated

Currencies

US dollars

Pending Time

0-48 hours

Withdrawal Times

E-Wallets 0-24 hours
Bank Transfers 7-12 days
Card Payments 10-12 days
Weekend Cashouts No
Progressive Jackpot Wins None

Game Providers

RTG

RTP

Not stated

RNG Tested

Progressive Jackpots

Game History Feature

Games

If you are a video slot lover, Sun Palace Casino has more than enough games to entertain you. Players can enjoy a variety of different themes, paytables, and exciting features. With nearly 100 games to pick from, you're bound to find the game that's perfect for you, or switch it up every time. Sun Palace Casino also has three-reel slots with varying paytables, with some even having a progressive jackpot.

Table games players have a multitude of different games to select from. In addition to the mainstays of blackjack, roulette, and craps, players can also play a number of unique 21 games, sic bo, casino pokers, and specialty games.

If you're a self-proclaimed video poker junkie, you're certain to get your fix at Sun Palace Casino. All of their video poker games come with generous paytables, flawless animations, and even a double-or-nothing feature. Best of all, you're not limited to just the standard variants; if you're up for a challenge, be sure to try out any of their unique variants, both in single- and multi-hand denominations.

Deposit Limit Tool

Wager Limit Tool

Loss Limit Tool

Time/Session Limit Tool

Self-Exclusion Tool

Cool Off/Time-Out Tool

Reality Check Tool

Self-Assessment Test

Withdrawal Lock

Self-Exclusion Register Participation

Live Chat

24/7

FAQ Section

Support

Players need to be able to get in contact with a casino support representative whenever they have any issue. Sun Palace Casino makes this easy. Contact them via the online live chat service either through their website or through the downloadable casino client, and a customer representative will be with you within seconds. You can also give them a call, or send them an e-mail and get a reply within 24 hours.

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Complaints

Read the complaints other players have left for Sun Palace Casino. Learn more about complaints.

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Sun Palace 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

Sun Palace Casino - 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

$1000

Sun Palace Casino - 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

$4000

Sun Palace Casino - 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

$634.54

Sun Palace Casino - 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

$1000

Sun Palace Casino - 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

$2392.67

Sun Palace Casino - 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

$3000

Sun Palace Casino - 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

Sun Palace Casino - 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

$1300

Sun Palace Casino - 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

Complaint Statistics

Resolved 16

Avg. Amount $ 1,740

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

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Player rating

4.2/10 ● 21 reviews

Top reviews from our players

ValDes

13 years ago

Sun Palace casino is a perfect example of an online casino, which is better to avoid! Although it is powered by one of my favourite gaming software – RTG, unfortunately, that is the only good feature it possesses. There is not a single place in this casino where to thrust your hand and not to smell the stink of the deceit! Damn, I hate this casino and now I will tell you why!

Everything began last year, when I was in a period of complete madness and for less than a half an year I made so many mistakes with the casinos I registered and played into, that even now I still pay for it! I called that period my “pirate/rogues adventure”, because I have done my best to taste the bitterness of almost every known scam casino you can heard of!:) And this hole – Sun Palace, along with the other three from its family, are just a drop in the cup of bad emotions I had!
The support --- absolute disaster! This is the only casino I was disconnected from live chat session by their representative, when I started to ask for exact answers to my questions, concerning my money! To get a notice from their e-mail support is the same as to wait a phone call from someone dead! An the “toll free” phone is a real classic – better not use it, unless you are planning to become a donor of the casino “for free”!:)

The bonuses --- my head was about to explode when I began to read the terms and conditions. So many warnings, so many restrictions, so many forbidden actions that I thought to myself that these guys are making me a huge present and I am supposed to look after them till they are alive!:) But the real drama began when I asked the support whether their welcome bonus is cashable or not! OMG, I laughed with tears! It took me only 20 minutes to explain them what does a “cashable bonus” means, although I am 1000000000% sure they were knowing that preciously well!:) Real actors, you can have real fun with their support!:)

The finance matter --- if you don’t have an e-wallet account you are in a trouble, although I had such, but this fact didn’t stopped them to make me crazy in just one week! The funny picture here is that I was lucky and managed to hit some decent winnings, but when I issued my withdrawal suddenly my luck disappeared! I was accused of being a bonus abuser (even now, after so many years and so many casinos I have tried, I still do not know what this sh*t means!:)), because I was trying to withdraw before I have cleared my bonus wagering requirements. And I was in a big trouble because my account was locked immediately and it was really hard for me to defend in any way. It took me an enormous amount of energy and nerves to explain these rascals that yes, I used a no deposit bonus indeed, but I lost it down to the last cent, and once it is lost I do not owe any wagering, and I made my first deposit, with whom I won after that and so on and so on! Anyway, after a month and 37 e-mails, one of their managers finally agreed with my position and promised to send me the money and to reopen my account. Well, the account was opened in no time, but the money… I suppose they are still having troubles crossing the Panama Channel, I suppose! 125 brand new green dollars looking for a ship to Bulgaria – what a joke!:):):)

So, to summarize I will use some simple rating scores:
Support: 2/10
Software: 9/10
Security: 5/10
Finance: 1/10
Bonuses: 1/10
Terms&Conditions: 1/10
Overall: Avoid this casino! Far away from the minimum standards!
Well that is it from me now:). Thanks to Askgamblers.com for giving me the opportunity to share my story! And always remember: “You can not break the casino bank, but it is worth trying!