Sunset Palace Casino

**mucullus** · 30th October 2004, 05:43 PM

I always thought Sunset Palace Casino and their sister casino Crown Vegas are one of the better RTGs. Their customer service was always fast and friendly in the past and withdrawals went through in about 1-3 days.

I regret my recent experience with them was not as good. I initiated a withdrawal at Sunset Palace about 10 days ago, and as it was my first with them I sent in all the required ID and faxback forms. After I haven't heard from them for some days I sent them a mail asking for a short receipt confirmation of my docs. - No reply, so I went to live chat last thursday. The CSR was very friendly and told me everything is ok, they received my docs and would process my withdrawal later on thursday.

Until now no payment, so I tried to contact their live chat again today. Unfortunately I wasn't able to chat to s.o. because all reps were "assisting others at the moment". Every time I tried live chat I was placed on hold.
You have to enter your casino username before you can enter the chat so I tried it once again but typed in just a "0" for a username. Amazingly I was connected immediately to a csr. Maybe you can understand my suspicion they simply didn't want to talk to me before. The rep wasn't helpful at all, he just told me the "withdrawal department" would contact me on monday. Well, I don't want to get contacted, I would like to get my money...

I would like to know whether there are any other recent experiences with Sunset Palace or Crown Vegas regarding bad responsiveness or payments. I want to point out again that I had no problems at all with them in the past, but this recent experience leaves a bitter taste. Every feedback is greatly appreciated!

**Black21Jack** · 30th October 2004, 05:45 PM

I have had only good experiences with both casinos, and I can't remember ever reading anything bad about them from other players. Easiest thing to do is pick up the phone

USA 1-877-271-1722
Canada 1-800-891-1624
United Kingdom 0-800-056-3118

Edit: Just saw where you were from and the phone numbers may not work for you.

**hubnlf** · 14th December 2004, 08:10 PM

Did you ever get paid by Sunset Palace? I requested a withdrawal last Thursday and sent my fax back form the same day and have yet to receive payment. I realize it has only been 5 days, but support told me it takes 24 to 48 hours. And speaking of support, it takes them 10 minutes to come online, and then after they greet you, there are 10 minute pauses between each question and answer. I have sent several emails that have gone unanswered. I tried calling and the phone just rings and rings with no answer.

It's ok if they say it takes 5 days or 10 days, I just wish they'd communicate. My last session with "live chat" wasn't worth the wait. After I asked a question and waited 10-15 minutes for them to reply, I was told that someone would email me soon. It's only a $150 cashout and I'm so frustrated I won't deposit there again.

**mucullus** · 16th December 2004, 12:16 AM

Originally Posted by hubnlf

Did you ever get paid by Sunset Palace? I requested a withdrawal last Thursday and sent my fax back form the same day and have yet to receive payment. I realize it has only been 5 days, but support told me it takes 24 to 48 hours. And speaking of support, it takes them 10 minutes to come online, and then after they greet you, there are 10 minute pauses between each question and answer. I have sent several emails that have gone unanswered. I tried calling and the phone just rings and rings with no answer.

It's ok if they say it takes 5 days or 10 days, I just wish they'd communicate. My last session with "live chat" wasn't worth the wait. After I asked a question and waited 10-15 minutes for them to reply, I was told that someone would email me soon. It's only a $150 cashout and I'm so frustrated I won't deposit there again.

Hi hubnlf,

yes, I was paid in the end. Their support is sometimes poor, but you could try to contact the accounting department, they have been very helpful in my case: accounts@sunsetpalace.com

**nalababe** · 27th February 2006, 10:54 PM

WON over 5000 dollars at this casino and was told to wager 2000 on slots to cash out the remainder.... woohoo did that....... THEN BAM. the phone rings and its them calling to say its all for naught.. Wagered some of the deposit bonus on craps. So have to bet 2000 more.. but that wasnt enough, played video poker too... OOPS.. now its 30x the wagers. ONline CAsinos SuCK!!! Don't know if I'll ever do this again. Hubby was playing and is devastated because they led us to believe it was ours. Any other stuff i need to watch out for i'd love to hear about. Leigh

**nalababe** · 27th February 2006, 10:54 PM

It was At Sunset Palace and it was on my money with their bonus. We called after hitting the first 800 dollars on Keno and they told us we had to wager 2000 on slots only, hubby was still playiing keno as the guy was telling me this and he hit all his spots on 5 dollar keno for over 4000.00 so he went to slots and wagered 2700. didnt hit anything. and we called again and he told us we could withdraw, that we'd met the wagering requirements. An hour later he called back and told us we couldnt have any of it, we had to wager 4500 dollars more and it was because we played 10 bucks on video poker and a few bucks on craps. The problem here is that he should have told us that ASAP instead of letting us get all excited then calling us back and totally ruining our week. Leigh

**silcnlayc** · 28th February 2006, 12:12 AM

Thats why only a few people actually claim bonuses....its another out for them to pay you. Not worth it when you hit as you did with such a great run..now what was the amount of the bonus and what was the amount of win w/o the bonus..only you can determine if bonuses would benefit you. I NEVER claim a bonus just for this reasom...if I win, I want my money! So sorry this has happened to you.

**paul02085** · 28th February 2006, 03:23 AM

I really hate to hear things like this happening to noobs. More than likely they will just never play online again (and really, you cant blame them).
I am sure they probably didnt read the t&c's (need a lawyer to decipher them anyway) and the casino is probably technically right.

My point is can you imagine how many noobs have this happen to them and never play online again because of it? Im sure the numbers are very high.

I am not trying to place blame, just saying its a shame.

**nalababe** · 28th February 2006, 04:56 PM

Greetings from Sunset Palace Casino!

Unfortunately your withdrawal request has been denied as you have not met your wagering requirments. As per rules on our website:

All deposit bonuses 150% and over requires a play-through of 24 times the bonus and deposit on slots. For example, for $200 deposit and $100 bonus, the player must wager a total of $4500 to cash out.

Thus far you have wagered the following:
$1,303.00 on Real-Series Video Slots

You are required to wager a further $857.

Please feel free to contact me should you have any further queries or should you require any further assistance.

This is what they sent me this morning after putting 60 back into my account and making me start all over. I originally had deposited 30 and recieved 60 so the total was 90. I called the agent repeatedly to check on my wagering to see if I was meeting the requirements, after the 7th call He told me I had met them and I could withdraw. Guess they are playing games with me. I don't get it. May as well go to chucky cheeses and play video games. Never have this problem playing online Poker.