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Sunpura - refusing to pay my withdrawal

Ruling

Resolved - Both the submitting complainant and Sunpura Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Sunpura Casino Review.

Player's Complaint

i opened a a/c and am fully verified , deposited via visa and when i tried to make a withdrawal back to my card . they then decided the only way i could get my money was to via a bank transfer , their min is 200 euro via this. i suggested paysafecard etc and they said i need to play some more or make a deposit (which has a 3 times wagering requirement ) .no other options . this to me is totally unfair and they need to be pulled up re their practice .

the term and conditions says you can withdrawal to visa .

Read the casino review

5 Responses

User icon
thepogg
August 11, 2022

Hi fasttopcat - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

We'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

User icon
thepogg
August 11, 2022

Hi fasttopcat,

We have discussed the matter with the operator. There are technical issues with processing withdrawals to your card in your country. The license holder has confirmed that if you deposit to increase your balance to the minimum withdrawal for bank transfer, you will NOT have to complete any wagering on this deposit before you can withdraw.

Please make the deposit and request the withdrawal to your bank and let us know when you have done so.

Thanks,

ThePOGG

User icon
fasttopcat
August 11, 2022

I have now made a deposit and requested a withdrawal of 200.38 . i wish to keep this complaint open and await the funds

kind regards

[EDIT]

User icon
fasttopcat
August 12, 2022

I received the funds today. thank you for your help .

i consider the case closed.

User icon
thepogg
August 13, 2022

Hi fasttopcat,

Thanks for letting us know - it is appreciated :)

ThePOGG

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Agreement

fasttopcat 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:

  • Sunpura
  • Malta Gaming Authority
  • N1 Interactive Ltd

August 11, 2022

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