The Sun Play Casino - Вилучення гравця затримується.

I made a withdrawal on the 30th of April 21. 4 days prior I had made a couple of withdrawals without any problems at all, yet this withdrawal has stayed pending since this date. I’ve spoken to several customer support operatives, each and every one claiming they will "raise this issue with the relevant team" to which nothing has been done as of yet (4 weeks). It’s getting beyond a joke now and I’d just like to be done with this gambling site, and gambling in general.

Dear Jay,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you have accumulated your winnings with or without an active bonus? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.

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

Best regards,

Petronela

Hi there, the winnings were accumulated without an active bonus, my account is still open and I assume I’ll be able to deposit money still, so unsure if it’s a system issue or just my account. I appreciate the quick response and hope to have this resolved soon also! Thanks, jay

Thank you very much, Jay, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you again for helping with this, hopefully this does gets resolved in the near future.

jay

Hello Jay!

From now on, I will try to help you with your issue. I would like to invite representatives of The Sun Play Casino into this complaint's thread in order to help us resolve the problematic withdrawal.

hi Martin, thank you very much.

jay

As you can see they’ve not even been bothered to reply within 7 days. I’d like to know how I can take this further now as I’m getting sick and tired of this dragging on. Shouldn’t matter if it’s £32, £320 or even £3200, they have a duty to pay the winnings that are due within the stated time, quick enough to take the money out of my account yet trying to recoup it is a mission in itself.

We would like to ask The Sun Play Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

So where can I go to from here then Martin as quite clearly the casino doesn’t give a toss about your rating you give them.. I’m still down £320 and I’ve been told again by their customer service team that it’s been put forward to the relevant team…. Just like it was 6 weeks ago. Where can I take this further as I’m sick of this now.

Hello Jay!

The only option for you to take is to raise your complaint with the casino's licensing authority - UKGC. Please contact me via my email address 'martin.d@casino.guru' for more details if needed.