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Sun Palace – Payout complaint

Ruling

Found for the Casino - This player had been unable to provide a bank statement showing the debit being removed from their account.

Read our Sun Palace Casino Review.

Player's Complaint

I made a deposit if 25.00, then won 380.00. I submitted my withdraw request and 8 days later it was denied, first saying my initial deposit never went through, and secondary they stated that my winnings were limited to 5x my deposit. They just don't want to pay what they owe. I did not use any promotion etc with my deposit so they cannot limit my winnings and why would 125.00 be put back on my acct if they never received my deposit. They are lying and I want the entire amount I won, the 380.00

Read the casino review

7 Responses

ThePOGG
Sep 24, 2019

Hi rmtaylor - welcome to ThePOGG.com!

Unfortunately you've chosen to play with a group of operators that are both negatively listed with this service and inconsistent in their response to complaints. While we will attempt to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

ThePOGG
Sep 27, 2019

Hi rmtaylor,

Can you provide an account statement showing the funds being removed from your account?

Thanks,

ThePOGG

RMTaylor
Sep 30, 2019

I am waiting on my statement, however I have a confirmation email from Sun Palace. Also if they did not receive payment, why is it that they have put 125.00 on my user acct, just below their withdrawal limit. They are trying not to pay.

ThePOGG
Oct 01, 2019

Hi RMTaylor,

I'm not going to go into the details of why the system functions in the manner it does, but the bottom line is that your play will only be considered valid if the funds were actually removed from you account.

Please let us know when you have your statement.

Thanks,

ThePOGG

ThePOGG
Nov 01, 2019

Hi RMTaylor,

Do you have a copy of the required statement?

Thanks,

ThePOGG

ThePOGG
Nov 08, 2019

Hi RMTaylor,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
Nov 15, 2019

Hi RMTaylor,

If we have not heard from you by Friday the 22nd of November I'll assume that your statement does not show this transaction and close this complaint.

Thanks,

ThePOGG

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Agreement

rmtaylor consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Sun Palace
  • Costa Rica

September 24, 2019