Sunpura— player complaints: 18 in English

Hello! So I played on this casino called sunpura and after my session I got a withdrawal of 3600 euros. After a couple of days I went to ask when is the withdrawal coming and they told me that I need to send them documents. Well I sent them all kind of documents, some of them they approved but they kept asking for more, they wanted a salary slip from my previous work place so thats what I was going to get for them. I had to ask for my previous workplace to send the salary slip to me but that took some time, like a week. After a week when I send the salary slip to sunpura casino via email they didnt answer anymore. I waited a couple days and then I decided its time to just go to their live chat to ask about it but the site is down or closed or something. I tried to write a new email in a completly new message but even email told me that the email doesnt exist or something. please help me

I have requested a withdrawal of €4000 from Sunpura casino on 2nd of august. On the same day I got an email from them, requesting me to fill in the list of questions, which I comply. Soon after, they requested me an additional docs and again I comply. The docs were veriified within a few hours. I've waited almost 2 days but still not money received from them, so I contacted them and they wanted more additional info/docs which I of course comply. Till this day, I still have not received my money and I have asked them multiple times if there's any update regarding my withdrawal. They simply asked me to wait. I've given them all the docs they requested and my withdrawal is still pending. My previous withdrawals were processed within a day.

Hey, i got a big problem with sunpura they didnt pay out my winnings after i used a bonus of my whats app manager. i used the bonus last week finished the wager and since then nobody is reviewieng my withdraw. My whats app manager blocked me and ignore me the whole time. i got no informations at all. im fully verified on the site i double checked and asked this and they always say manager will chekc my withdraw in x amount of hours. its now 9 days and nothing happens and the best is they told me 6 days ago that the manager is approving my withdraw in 8 hours. they scamming players with sending them bonus with whats app manager and as soon as you in a big amount they block you and ignore you. i got proof of everything chat text, whats app messages, screenshots everythign! This casino should not longer have the licence of MGA cause MGA n! is normally very serious and save to play but getting not the winnings is just scam. I didnt broke any bonus rules either otherwise they would have rejected the withdraw atleast but they just ignoring it and letting me step in the dark. i also activated 2 Big streamers who got a contact on this Casino and both got ignored too like what is this. Please help me out to get my winnings cause players lose and win but winnings should always be payed out. I hope you guys can solve my problem so i get my winnings and dont get trick by Sunpura site cause there are 2 more cases of this on askgamblers and in both cases they do the same thing they do with me atm. thanks in advice.

I have a pay out request and since 4 days i waiting for! They want again and again documents who have nothing to do with my pay out or my account! All the agents tell me other stories and the finance department dont give an answer!

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 .

Hello! I have been trying to withdrawal money (3870€) from Sunpura casino from 16.2.2022 without any success. I keep contacting them via e-mail and they keep sending me same response without solution. I hope we can get this solved nice and easy. Best regards

Hey, first they asked for multiple documents and after weeks they asked for a skype call i did the skype call with them and after that they said that they will pay me only the deposit back wich was 200 euros the reason was that ''As far as we can see, you failed Skype verification, so your winnings were confiscated'' can u do something about this please

Hello! I have played at Sunpura casino and made a huge withdrawal of €5306,25. After that I have provided the casino several documents. Passport, address proof, 3 months bank statement of the bank I have used to deposit to their casino and also proof of funds that proof that I have played with the salary I get from my work. Still the casino is not paying my winnings. They keep delaying the issue and request some nonsense documents as bank statements of my other bank accounts. Can you help me with this? I have changed several emails with the casino but they still are not willing to pay the winnings. Please, I need your help! Kind regards,

Hello, waiting for my 900 euro cashout, nothing happens and still waiting for absolutely no reason. I dont understand why they hold my cashout on pending for so long. Support told me different things, either they have technical issues or im just not in queue order or my account is not verified but it is fully verified.

i played on sunpura casino and won 1900euros and i had to make a verification on skype video call, then i was told that they will only pay my deposit amount which was 200Euros and not the winnings eventho i didnt break any rules. is there anything u guys can do?

Hi! I registered this casino on 5.1.2022, made a deposit of 400 euros and I get their welcome bonus. I was lucky and after wagering my balance was 2202 euros. I made the withdrawal. Sunpura Casino asked me many documents, such as salary and bank statements, selfies etc. Finally on 18.1 they asked me the bank details for the withdrawal and I sent them. Nothing happened, as I did not receive the money. I asked them again what was going on. This time they told me that they would also require a Skype call and so they did on 27.1.2022. I answered their call and answered every question correctly. Some of the questions were pretty difficult to remember (they asked such questions like where other casinos had I played earlier). However, I recalled correctly everything that they asked and then they said this is OK and closed the call. Now, 1.2.2022, they only sent me my deposit back (400 euros). I am wondering how is this possible. The casino has not provided me any reason why they did not send me the whole 2202 euros.

I deposited 250€ and recived a 250€ bonus for it. I wagered the bonus and made a withdrawal of 800€. They asked all sorts of documents (id,address) I sent those via email (eventhought i uploaded them already to their website). Then they asked for a selfie with id, i sent one, they asked two more selfies with id (further taken pic) I sent those, now they are responding really slow to my emails.

I send them all the required documents and now they are asking for me to come to skype call with them? When I first came to play on this casino I didn't expect that this kind of stuff otherwise I would have never played on this casino. Is this even legal to ask for a skype call?

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.

Sunpura closed my account and did not pay my winnings! i played 11.10.2021 and i win 5010€ and then sunpura ask my documents and i send it again and again and they ask me again and again. now they dont answer me anymore. i send last dokuments one week ago and they dont answer my email anymore. i really worrie now. i read terms and conditions and everything is fine.

They refuse to verify my account. They refused all documents all other casinos accepted. They made me contact my bank for transaction keys that i transmitted to gigadat the payment processor to then have them confirm with sunpura the payment etc. They still refuse everything i never seen that before.

Even though my account and payment method are both fully verified, a cashout from 18 August 2021 is still pending. Unfortunately, the casino's customer service did not respond to several requests. Thank you in advance, i really apreciate your support!

I have opened an account at Sunpura on Jun 8th 2021 and played for a bit, shortly after the german legislation regulating online gambling came into effect, on the 1st of July 2021. By law. Maltese online gamlbing operators have to file for a german liscence, pay a tax on wagers and limit bets to a maximum of 1€ per game as well as a minimum of five seconds per round. Any Live-Games and table games are forbidden Sunpura hasn´t implemented the changes required by legislation. My bets on Live-Blackjack, Blackjack Bonus and bets above 1€ on slots or on the slots which aren´t running within five second intervalls are invalid. I ask you to return my deposits after 1st of July 2021 on this basis, a total of 380.55 €.