Requested a withdrawal that was declined.

Since I made a deposit via a 3 account, but since I have been fully authorized with my own account card since 02/21/2001, I see myself in the right.

I sent all the documents, the authorization from the bank, photocopies of my bank details and my name to this account.

Habe eine Auszahlung beantragt,die abgelehnt wurde.

Da ich über ein 3 Konto eine Einzahlung get?tigt habe,da ich aber seit 21.02.2001 voll bevollm?chtigter mit eigener Konto Karte dieses Konto bin,sehe ich mich im Recht.

Habe alle Unterlagen hin geschickt,von der Bank die bevollm?chtigung Fotokopien meiner Bankdaten und meinen Namen dieses Konto.

Hello Daniel,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sunpura Casino. Before we would try to contact the casino, allow me to ask you a few more question to clarify your case as much as possible.

Do I understand it correctly that your card was rejected by the casino because it has more owners? How long does the verification process last so far? Did they give you any final statement on this issue? Did you play with bonus money or real money only in the casino? I hope we will be able to help you resolve this issue, looking forward to your answer.

Regards,

Nick

Hi there,

Got a card with my name on it on this account.

Plus my friend has her card in her name with the same account number.

And a written power of attorney from the bank (Sparkasse) that has identified me as an authorized representative since 02/21/2021.

I made a real money deposit of 500 e and received a 500 bonus which I wagered 40 times.

I also got the sum of 8002e credited to my real money account.

When I pressed the payout button, it was verified.

I sent all the documents.

Selfi with ID

Wage slips

Bank power of attorney

Account statement so that they could see which payment method I used to deposit

Photo of my bank details with my name on it via this account + photo of my friend on her card.

The answer came that there is definitely no payout, only the amount of the coution is paid out.

Mfg knorr

Hallo,

Habe eine Karte mit meinem Namen über dieses Konto.

Plus meine Freundin hat ihre Karte auf ihren Namen mit der gleichen Kontonummer.

Und von der bank(sparkasse)eine schriftliche Vollmacht die seit 21.02.2021 mich als bevollm?chtigter ausweist.

Habe eine Echtgeld Einzahlung von 500 e geleistet und 500 Bonus erhalten den ich 40 mal umgesetzt habe.

Habe auch die Summe von 8002e auf mein echtgeldkonto gutgeschrieben bekommen.

Als ich auf Auszahlung gedrückt habe kam es zur Verifizierung.

Habe s?mtliche unterlagen hin geschickt.

Selfi mit Ausweis

Lohnscheine

Bank Vollmacht

Kontoauszug damit die sehen konnten über welche Einzahlungsmethode ich eingezahlt habe

Foto von meiner Bankdaten mit meinem Namen drauf über dieses konto+foto von meiner freundin ihrer karte.

Als Antwort kam,dass definitiv keine Auszahlung erfolgt nur die H?he der coution ausgezahlt wird.

Mfg knorr

Thank you Daniel for providing additional information regarding the case. I'll now forward this case to my collegue Andrej who will be assisting you from now on. I hope we will be able to help you out, wish you best luck.

Regards,

Nick

Dear Daniel,

I’ll be in charge of your complaint from now on. I’ll contact the casino and see if I can help.

I would like to invite Sunpura Casino to join this conversation.

Dear Sunpura Casino team,

Could you please explain the reasoning behind your decision in this case?

Hi DANIEL79 I am the representative of Sunpura Casino. I will be investigating this matter myself. Please allow me sometime to see what happened and or went wrong in this transaction.

Thanks in advance for your time and patience.

Hello..

Nothing went wrong for me

I transferred money from an account where I have had absolute account authorization since February of this year.

Make transactions as I want.

With OWN account card via this account with my name on it.

I have sent all documents,

Wage statement

Proof of wages

Selfi with ID

I have documented the transaction of 500 e on your casino account with a bank statement.

So I have properly sent all the documents

Kind regards

Hallo..

Für mich is da gar nix schief gegangen,

Habe von einem Konto Geld überwiesen wo ich seit Februar diesen Jahres,die absolute Konto bevollm?chtigung habe.

Transaktionen t?tigen darf wie ich m?chte.

Mit EIGENER kontokarte über dieses Konto mit meinem Namen drauf.

Alle Unterlagen habe ich zugesandt,

Lohnbescheinigung

Lohn nachweise

Selfi mit Ausweis

Die Transaktion von 500 e auf ihren casinokonto habe ich mit einen Kontoauszug belegt..

Also s?mtliche unterlagen habe ich ordnungsgem?? zugeschickt

Mfg

Thanks DANIEL79 we are looking into the matter as we speak

I don't understand, when I deposited money everything was great.

That went without any problems, of course, although you could have checked and clarified things from the start.

As I said, I would see it if it was ONLY my girlfriend's account.

But we both use the account with separate bank details on the same account number.

That's why I can't understand that either

PS

I even sent a letter to you from the Sparkasse confirming that I have full power of attorney

Ich verstehe das nicht,als ich Geld eingezahlt habe war alles super.

Das is natürlich ohne Probleme gegangen.Obwohl man ja da schon h?tte kontrollieren k?nnen und von vornherein Sachen klar stellen k?nnen.

Wie gesagt ich würde es ein sehen wenn es NUR das konto meiner Freundin w?re.

Aber das konto benutzen wir beide mir separaten Bankdaten auf die gleiche Kontonummer.

Deshalb kann ich das auch nicht verstehen

PS

Habe sogar von der Sparkasse ein Schreiben zu ihnen geschickt das es best?tigt das ich volle kontovollmacht habe

AS from what we can see is that Player is not owner of bank account that was used for deposit , as we checked , yes he could use it , but bank account not belongs to the player. Using third party payment systems is a violation of terms and conditions , so antifraud decided to subtract the winnings , to close his account and to return the deposit amount to bank account owner .

Here is the part about this in out T&Cs 11. Depositing:

"The Company does not accept third party payments. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts."

You are not serious

I am with the account holder and am allowed to make transactions.

What you can read from it in the power of attorney that I have sent you.

That’s totally stupid ..

And for me they are nothing more than a rip-off casino.

I wonder why you don't clarify this in advance before you allow a deposit.

I guess that a lot of people just don't win right away and that they make a lot of money with one of those rips off.

Sure, 8000 e is not a small amount

Das is doch nicht ihr ernst,

Ich bin mit Kontoinhaber und darf Transaktionen t?tigen.

Was sie in der Vollmacht die ich ihnen geschickt habe auch draus lesen k?nnen.

Das is totaler schwachsin..

Und sie sind für mich nichts weiter als ein Abzocker casino.

Da frag ich mich wieso man das nicht im Vorfeld kl?rt bevor man eine Einzahlung zul?sst.

Ich sch?tze das viele einfach nicht sofort gewinnen und sie ein Haufen Geld mit so einer abzocke machen.

Klar 8000 e sind da nicht wenig

Do you know what you keep the 500 e

I'll hand it over to a lawyer and I'll be fine.

Because what they do is a big mess.

I will find out which lawyer is responsible for something like that.

And I like to have that cost me money so that casinos like them are one.

Don't make money that way.

Wissen Sie was behalten Sie die 500 e

Ich werde es einen Anwalt übergeben und gut is.

Denn das was sie machen is eine grosse verarsche.

Ich werde mich erkundigen welcher Anwalt für so etwas zust?ndig ist.

Und auch das lasse ich mir gerne Geld kosten damit solche casinos wie sie eines sind.

Nicht auf diese Art und weise Geld verdienen..

Why do they allow such payments in the first place?

Answer:

Since there are a lot of people losing money ...

Of course it doesn't matter which account is used ..

Very serious

Wieso lassen sie erst solche Zahlungen zu?

Antwort:

Da es ne Menge Leute gibt die Geld verlieren...

Da is es natürlich scheiss egal welches Konto benutzt wird..

Sehr seri?s

I hope a lot of people see and read this.

A bullshit what some casinos put on the day.

People just pay attention, you can deposit as much as you want and you can when it comes to a casino, but if it comes to a profit you can do anything about it.

Which for me is almost criminal ..

Payments of any kind are allowed hahaha

Ich hoffe das viele Leute das sehen und lesen.

Ein Schwachsinn was manche casinos an Tag legen.

Leute passt bloss auf einzahlen k?nnt ihr so viel ihr wollt und k?nnt wenn es nqch einen casino geht,kommt es aber zu einem Gewinn stellt man sich mit allen Mitteln quer.

Was für mich schon fast kriminell ist..

Zahlungen jeglicher Art werden zugelassen hahaha

And just like that

What is Guru even there for?

The only thing they did was get a representative from the casino to chat.

Sorry but the same conversation I had all over mail.

Nothing else came from her side ..

So what, are you there for ???

Und nur mal so,

Für was is Guru überhaupt da?

Das einzige was gemacht,wurde is ein Vertreter des casinos in den Chat zu holen.

Sorry aber die gleiche Konversation hatte ich alles über Mail.

Von ihrer Seite kam sonst gar nix..

Also für was,sind sie den da???

Dear Daniel,

I apologize for the delayed response.

Dear Sunpura Casino team,

We believe that cases like this should be assessed individually. Since Daniel was fully authorized to use the account and also deposited with a card that is in his own name, we consider the decision to void his winnings to be unfounded as the use of the payment method was clearly not connected to fraud or attempted fraud.

That being said, we would like to kindly ask you to reconsider your decision in this case.

We would like to ask Sunpura 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’.

Dear Daniel,

Unfortunately, we have not received any response from the casino in the past two weeks. It looks like the casino is not willing to reconsider its decision in this case.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with the investigation.

Another option is to submit a complaint to the official ADR and/or licensing authority of the casino. Please let me know if you decide to do so and/or our assistance is needed. I will gladly guide you through the process.

Would like to file a complaint and get your help.

thanks

Würde gerne eine Beschwerde einreichen und ihre Hilfe beanspruchen.

Danke

Dear Daniel,

You can submit an official complaint by filling out the form available on the website of Malta Gaming Authority [link], mentioning all relevant facts, and attaching all relevant evidence you have access to.

Please let me know if you have any questions.

this is not a case to reconsider or not unfortunately.

Dear Sunpura Casino team,

Please note that our position in this case is final as well.

As we consider the decision of the casino to be unjustified in this case and the casino refused to reconsider the decision, we are closing this complaint as ‘Unresolved – Against fair gambling’.

The casino can reopen this complaint anytime.

Daniel, if you have any questions regarding submitting your complaint to the Licensing Authority or if there’s any news regarding the issue, feel free to contact me via e-mail ([email protected]).