sunnyplayer: Sunnyplayer refuses full payout (bonus+wins canceled)

I made a win of 5.830,84 € at the weekend at the online casino / sports betting Provider Sunnyplayer by means of several sports bets. In addition, it should be said that I had already paid out there in the past without any problems a total of more than 1,900 € after using bonuses. I have also always had good experiences with the partner casino sunmaker and have been able to pay out all my wins without any problems countless times in the past.

After I requested a payout via PayPal after fulfilling the bonus conditions (this must be split into 2 individual payouts at PayPal if the amount is over € 5,000), documents were requested a little later (the usual, so ID and address confirmation). I immediately complied with this request and so my documents were also confirmed on the same day. A few days passed without a confirmed payout. Since I was used to my withdrawals being processed there very quickly, I asked once in the Live Chat, where I was told that it can take a little longer for some withdrawals, this is quite normal. So I continued to wait as normal.

Then I checked my account on Thursday and saw that my withdrawal was declined. The live chat assured me that I would receive an email explaining this. A little later, the said email from sunnyplayer management actually reached me. There I was immediately surprised because I found only a one-liner about the situation

"Due to the violation of the regulations, your bonus and the most recent wins made with it had to be cancelled and the stake of your bets on your deposited balance corrected."

As a result, I immediately asked for a more detailed explanation of the situation or the accusation by replying to the email. In my Sunnyplayer account are subsequently still 3789,20 € found, it was therefore still missing an amount of 2041,64 € (which were "removed" after the e-mail or by the bonus cancellation). The first part of 3789,20 € I could at least pay out successfully, these are also credited to my PayPal account in the meantime. But in my opinion, I am still entitled to the payout of the remaining 2041.64 €, which I have successfully implemented quite normal in the form of a bonus.

On my renewed inquiry to the Sunnyplayer management took place this morning an explanation

"However, when dealing with the Bonus money we provide, we have to pay close attention to our regulations. We award bonus in order to be able to provide additional gaming credit to all players. In order to ensure a fair distribution of this offer, we have rules in place to ensure fair access to these funds for all, and to regulate the allocation and use of this money.

Since many of our bonus offers are primarily aimed at casino customers, there are a number of rules regarding the use of the bonus in sports betting that precisely regulate the use of the bonus and prevent sports betting customers from using the bonus to gain an advantage over casino customers. (through e.g. Risk minimization, accumulation of multiple Bonuses and the like).

Apart from the fact that the company is basically free to withdraw the offers it has made itself, the bonus cancellation is justified, among other things, by violations of these regulations (bonus accumulation, risk minimization) and has been confirmed by the competent body. Unfortunately, the bonus provided by us together with the corresponding game results cannot be credited back to your account.

We hope we were able to justify our approach in a comprehensible manner and clarify with the reasons presented that ultimately it is about the fair design of our offers and equal opportunities for all gaming participants and agents."

Again, in my opinion, this does not explain any violation I am alleged to have committed that warrants a credit cancellation. While I am glad that Sunnyplayer paid out the portion of the "real money" directly, I nevertheless lack an explanation here (including associated evidence) as to which regulations I am supposed to have violated and why this caused the bonus portion of 2041,64 € to be cancelled just like that. So I feel "cheated" of the full win and hope here in the forum help to my case.

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Did you venture the Bonuses in the given period?

Did you violate this rule?
[...]

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Did you play with a sports betting bonus and then switch to casino slots?

Which reminds me. Did you use a bonus if applicable, wager to finish and then eventually use another Deposit bonus?

After all, you are asking for clarification in your case. In your place, I would also be surprised and would not dare to play in the future, because you can violate any bonus condition of which you have no idea

Bonus accumulation and Risk minimization <- these are the two reasons in my opinion that led to the cancellation.

If applicable, one of the moderators here has contact with Sunnyplayer employees who may be able to solve the case.

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Dear Mr. K.,

Regardless of your publications on internet forums, we have checked the matter again in detail and unfortunately have to inform you that the deducted bonus cannot be credited again.

In addition to the generally applicable rule according to which the bonus provided can be taken back, the decisive factor for this is above all the fact that you have gained an unjustified advantage by placing bets on your accounts. This Risk minimization violates the Bonus terms and conditions.

The decision is final after new confirmation by the responsible team. We hope that despite the negative decision for you, you will be able to show understanding for this course of action, which has been taken to ensure fair equality of opportunity for all players and agents.

Respectfully,

Your sunnyplayer Team

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