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Sunpura - the casino does not pay my winnings

Ruling

Found for the Casino - Sunpura Casino have provided sufficient evidence to demonstrate that this player has breached terms of use in a non-redeemable fashion.

Read our Sunpura Casino Review.

Player's Complaint

Hi, I sent the necessary documents to the casino but they asked for a Skype call so I arranged a time with them for the call. I took time off work because of this. I waited for their call and asked their live chat when they would call. The chat just said I had to wait for a call but I couldn’t wait any longer because I had to go to work tonight. So they called an hour late but I couldn’t answer because I’m in customer service. So I asked if Skype can do the verification over the weekend and they said they can’t. I cannot take time off work again because of such a thing. I sent them all the documents they asked for.

Read the casino review

4 Responses

User icon
thepogg
November 17, 2021

Hi pelaajatypy - welcome to ThePOGG.com.

Please 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.

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

Thanks,

ThePOGG

User icon
thepogg
November 17, 2021

Hi pelaajatypy,

I've discussed this matter with the operator. They have informed us that they have invited you to select a time Mon-Fri between 06:00 and 15:00 UTC. This provides a 9 hour window across 5 days of the week. You need to find a convenient time within this window and let the operator know. Even where you are at work, you can do this via your phone on a lunch break.

Thanks,

ThePOGG

User icon
thepogg
November 28, 2021

Hi pelaajatypy,

The operator has provided records showing that you have agreed a time for the verification call to take place multiple times and that they have been available on Skype and trying to reach you at the agreed times with no success.

Until such time as you complete the verification call there is nothing we can do to assist you on this matter.

ThePOGG

User icon
thepogg
December 12, 2021

Sunpura has provided sufficient evidence to demonstrate that this account has breached the terms of use in a non-redeemable fashion. As such we will take no further part in the representation of this player's claim.

No further posts will be approved on this thread.

ThePOGG

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Agreement

pelaajatypy 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

November 16, 2021

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