Sun Palace Casino - プレイヤーの撤退が遅れています。

Despite being told multiple times now my payment was approved and would be included with next batch of payments sent by payment provider and to wait 48 hrs it's now been over a month since I requested withdrawal and I keep being told to wait 48 hrs and never receive my funds. Have cashed out at sister sites before, no bonus or reason for delay.

Dear fendicash1113, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so that I can understand the whole situation completely.

Have you made any successful withdrawals from this casino before?

Could you please confirm that you have passed the KYC verification?

When was the last time you communicated with the casino customer support regarding the payment of your winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Last heard from them this past Tuesday. Was told I should receive payment soon and that my payout was already approved as well as my account fully verified and they supposably have been waiting 4 weeks for payment provider to send now which is 3 weeks over the given time period. I feel like I've been given the run around and they continue to tell me very soon I'll receive notification it has been sent. I received payment from sister site high country casino last Monday from a win i cashed out at the same time as this one that was manually sent to me after reaching out to your team. Thanks for your help!

Please let me know if you were able to get in contact with sun palace. When I last had to sumbit a complaint the following Monday sun palace sister site high country issued a manual payment to me for an amount that nearly the same as this win. Appreciate your time and help getting the funds I deposited for and fairly won!

Dear fendicash1113,

We have noticed that you currently have two complaints in progress regarding the same casino. According to our policy, players should submit only one complaint per issue to ensure clarity and efficient resolution.

You mentioned experiencing an issue with High Country Casino as well. Would it be acceptable for us to change this complaint to focus on High Country Casino, while your other complaint remains about Sun Palace?

Please let us know your preference so we can proceed accordingly.

Dear fendicash1113,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.