Withdrawal voided after bonus was accepted and wagering completed
My withdrawal of 800 USD was voided by Sun Palace Casino after I used a bonus that was accepted by their system and completed the wagering requirements.
After the wagering was completed, my account verification/KYC was also approved without issues. Only after I requested the withdrawal did the casino void the winnings, citing terms related to consecutive free bonuses and country eligibility.
My main concern is that the restriction was not enforced at registration, bonus activation, gameplay, wagering completion, or verification stage. Everything was allowed to proceed normally until the withdrawal request.
The case was previously reviewed by Casino Guru and closed unresolved. I also submitted a PAB through Casinomeister, which was closed after the casino maintained its position based on its Terms & Conditions.
Players should be very careful with bonus eligibility and consecutive bonus rules at this casino, especially because restrictions may only be enforced after a withdrawal request.
Update: Sun Palace Casino replied that gameplay and player activity are audited after a withdrawal request is submitted. This confirms my main concern: bonus eligibility was not checked or enforced when the bonus was accepted, while wagering was completed, or when KYC was approved, but only after the withdrawal request.

Resposta da Sun Palace Casino







