Since requesting my withdrawal on the 19th April I have not received payment. I have contacted the Casino 'chat' numerous times and on each occasion I have been told my query will be passed to the relevant department and they will contact me but to date absolutely no contact has been made.

I was asked to submit my Verification documents which I did almost immediately but no further contact was made with me after that point.

I was finally directed to send an email for 'FAO A Manager' who would look at this case individually and I did this on 3rd May...to date no response has been received at all.

My concerns are now raised that this is a 'scam site'...I hope you can provide some assistance on this issue please.

Dear Russell,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you’ve accumulated your winnings with or without an active bonus? Have you received any funds previously or this were your first withdrawal request?

Do I understand correctly that the payment is still pending inside your account without being processed?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi Petronela,

Thank you for taking an interest in, and supporting my case.

This was the first attempt at any Withdrawal from the casino since I registered with them. Shortly after my withdrawal submission I received an email asking me to provide my Verification documents which I did.

I was not using any active bonuses, I had in fact denied any of the Bonus offers when making my deposits. The winnings I am attempting to receive were sitting in the 'Pending Withdrawal' section of my Personal status as of yesterday (05.05.21).

Many thanks and appreciations,

Russell

Thank you very much, Russell, 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.

Hello Russell!

From now on, I will try my best to help you with your issue. I would like to invite The Sun Play Casino's representatives into this conversation in order for them to explain the situation with the withdrawal.

Hi Martin,

Than you for your support on this issue.

I will be happy to get any form of dialogue going with The Sun Play Casino so progressing toward that will be gratefully appreciated. To date I have provided all necessary verification they had requested and would be happy to do so again if required.

I shall await to hear back.

Regards,

Russell

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.

Good morning,

Thank you for the great support in getting my issue resolved. I received the full outstanding monies from The Sun Play Casino into my account yesterday but remain confident that this would not have been the case had you not assisted my concerns. Thank you very much.

I shall not be using this Casino again.

Regards,

Russell

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.