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Online Casinos in general: Sun games support not available

Topic created on 02nd Apr. 2025 | Page: 1 of 1 | Answers: 9 | Views: 662
Wirstiwurst
Visitor

Sun games support not available

2nd Apr. 2025, at 11:58 am CEST#1
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Hi there, I have won something on the site and want to cash out but I get a message that there is a problem with my Verification status. Where you can actually submit documents, it is grayed out and I should contact support. That's where my problem comes in. I've been trying to reach someone via chat and email for 2 days but nothing comes back. Have they died out or what's going on?
(I tried depositing by credit card to shorten the process, but it didn't work)

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Rainmann
Elite

Sun games support not available

2nd Apr. 2025, at 01:31 pm CEST#2
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Wirstiwurst wrote on 02.04.2025 at 11:58 am: Hi there, I won something on the site and want to cash out but I get the message that there is a problem with my Verification status. Where you can actually submit documents, it is grayed out for me and I should contact support. That's where my problem comes in. I've been trying to reach someone via chat and email for 2 days but nothing comes back. Have they died out or what's going on?
(I tried depositing by credit card to shorten the process, but it didn't work)

They are also holding up a credit card withdrawal for me. It was carried out but the bank is still processing it. No idea what they are doing

This post has been translated automatically

Wirstiwurst
Visitor

Sun games support not available

2nd Apr. 2025, at 02:12 pm CEST#3
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Rainmann wrote on 02.04.2025 at 13:31:

They are also holding up a credit card withdrawal for me. It was carried out but the bank is still processing it. No idea what they are doing

Have you contacted customer service? If so, has anyone answered?

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Toastbrot
Experienced

Sun games support not available

2nd Apr. 2025, at 02:56 pm CEST#4
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I had a few days ago because of a Verification, had contacted customer service via the chat and less than 2 hours later Georg (it's always Georg) had answered me and the problem was solved the same day. Actually, they always reply relatively promptly

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Endstation
Amateur

Sun games support not available

2nd Apr. 2025, at 03:29 pm CEST#5
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I searched through the e-mails sent and found what I was looking for:

support@sonnenspiele.de

Subject: Documents for verification

I had sent the front and back of my passport + proof of address for verification.

@Rainmann So the credit card from Paysafe was processed instantly for me, but they also send it as a "chargeback" instead of a real transfer and then Paysafe itself needs 1-2 days until they credit it to my account.

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Wirstiwurst
Visitor

Sun games support not available

2nd Apr. 2025, at 05:34 pm CEST#6
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Toastbrot wrote on 02.04.2025 at 14:56: I also had a few days ago because of a Verification, had contacted customer service via chat and less than 2 hours later Georg (it's always Georg) had answered me and the problem was solved the same day. Actually, they always reply relatively promptly

Georg seems to be too busy for me #woistgeorg

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Rainmann
Elite

Sun games support not available

2nd Apr. 2025, at 07:20 pm CEST#7
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Endstation wrote on 02.04.2025 at 15:29: Have searched and found in the sent mails:

support@sonnenspiele.de

Subject: Documents for verification

I had sent the front and back of my passport + proof of address for verification.

@Rainmann So the credit card from Paysafe was processed instantly for me, but they also send it as a "chargeback" instead of a real transfer and then it takes Paysafe 1-2 days to credit it to my account.

My bank also said chargeback. Ok then it might arrive tomorrow or the day after tomorrow. Thanks for the Tip 👍

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Rainmann
Elite

Sun games support not available

2nd Apr. 2025, at 07:20 pm CEST#8
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Wirstiwurst wrote on 02.04.2025 at 14:12:

Have you contacted customer service? If so, has anyone answered?

No, I didn't contact them because I couldn't reach the chat either. I only tried once

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andjoker
Amateur

Sun games support not available

3rd Apr. 2025, at 09:39 pm CEST#9
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Wirstiwurst wrote on 02.04.2025 at 11:58 am: Hi there, I won something on the site and want to cash out but I get the message that there is a problem with my Verification status. Where you can actually submit documents, it is grayed out for me and I should contact support. That's where my problem comes in. I've been trying to reach someone via chat and email for 2 days but nothing comes back. Have they died out or what's going on?
(I tried depositing by credit card to shorten the process, but it didn't work)

I had exactly the same problem.

Wrote the first email to support over 5 months ago because the Live Chat is not available due to cookies not being accepted (laptop and tablet the same). Wrote a new email every week...which have all remained unanswered to this day.
I then played down the money (150€ freespins win) out of frustration and closed my account.
My worst experience with a whitelist casino!


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Maximale
Visitor

Sun games support not available

5th Apr. 2025, at 12:08 am CEST#10
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Wirstiwurst wrote on 02.04.2025 at 11:58 am: Hi there, I won something on the site and want to cash out but I get the message that there is a problem with my Verification status. Where you can actually submit documents, it is grayed out for me and I should contact support. That's where my problem comes in. I've been trying to reach someone via chat and email for 2 days but nothing comes back. Have they died out or what's going on?
(I tried depositing by credit card to shorten the process, but it didn't work)

Exactly the same for me, I once spent 5 hours in live chat" incognito mode ".

And no one came online and no one answered my mail for 2 weeks

This post has been translated automatically

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