Sun Palace Casino Tested: 3 Weeks to Cash Out USD 150 in BTC?!

Having proved in countless situations as a perfect match for the online casino sector, cryptocurrencies are becoming the predominant payment method in the iGaming sector. That’s why most of the tests conducted as a part of “From the Players for the Players” saw our diligent investigators depositing and withdrawing using a variety of crypto assets, most often Bitcoin.

Powered by Realtime Gaming/ Spinlogic Gaming, crypto-friendly Sun Palace Casino was also put under the microscope. Already a registered member of Sun Palace Casino, our tester went through KYC, deposit, gameplay, and eventually withdrawal, sharing a lot of insightful info with our team.

Before thoroughly guiding you through each step of our tester’s journey through Sun Palace Casino, allow us to share the highlighting moments of the journey with you:

• Tester of the day: perobet
• Registration: an existing member of Sun Palace Casino
• KYC documents submitted via e-mail on November 10, 2023, verified on the same day
• A deposit of USD 200 in BTC made on November 23, 2023
• Withdrawal of USD 150 in BTC requested on November 23, 2023
• Withdrawal received on December 15, 2023, USD 147.45 in BTC

Three weeks to cash out such a relatively small amount of money indeed is too long, let alone if the payment is done in cryptocurrency, which should provide a higher level of efficiency, meaning instant transaction. If we know that KYC was completed within a single day, what was it that caused such a delay with cashout processing?

Join us for a comprehensive Sun Palace Casino test report and find out!

Brief Insight into Sun Palace Casino

Sun Palace Casino is a US-friendly online casino equipped with RTG / Spinlogic Gaming’s content. Its lobby is filled with quite a colorful selection of slot games, table games, video poker, and specialty games, giving players immense freedom of choice when it comes to choosing an adventure to play.

Being an operator that caters to the needs of cryptocurrency fans, Sun Palace Casino has a special page dedicated to crypto players, in which consumers can find more details on special bonuses, additional benefits for transactions, and so on.

Speaking of benefits, the operator has a variety of offers for newcomers on the initial deposits, as well as all kinds of rewarding packages for existing clients. Aside from these, there are weekly rewards, tournaments, a Refer a Friend program, and a Loyalty Program with even more privileges.

Registration

As mentioned in the intro, the tester had previously registered with Sun Palace Casino, so all he needed to do was log into his existing account. The only thing he needed to do was verify the e-mail on this occasion.

When it comes to registration, the process is utterly simple, requiring players to fill in a simple form and provide some basic info about themselves. On the same page, there’s a quick link for existing players, through which they can log in.

Analyzing the Terms, players shall encounter the following general rule related to the account registration:

“Accounts created under different names but from the same household, computer or using the same information such telephone number or email address will be considered as "Duplicate Accounts" as well. However, any restrictions may be removed once we have received confirmation there is more than one unique person in the household, providing each person (account holder) copies of Picture ID and a Utility Bill.”

One’s account may be terminated at any time and for any reason, including but not limited to fraud and abuse of bonuses, or misuse of the casino’s software. Accounts in which no activity has taken place for 180 days will be closed as well, and all balances forfeited.

Also:

“User's membership will be also terminated if Sun Palace Casino becomes aware that you have played at any other online casino under any of the circumstances aforementioned.”

KYC

Having verified his e-mail, he wanted to complete the account verification, to eliminate potential obstacles in the later stages of the investigation. He reached out to customer support to find out more.

He also noted that documents for ID verification were sent via email. According to the live chat support, the required documents included a clear copy of the picture ID (driver’s license or passport), and a clear copy of the utility bill (electricity, water, gas, or anything else that contains the current billing address). The tester followed the instructions and provided the needed documents via mail, as required.

A bit later, he also inquired about wagering requirements on straight deposits (none imposed), and minimum cashout amount via crypto (USD 150). The agent responded promptly and also provided more info on the complete withdrawal processing procedure.

On the very same day the documents for ID verification were provided via email, November 10, 2023, the tester received a response that his account was verified.

When it comes to ID verification, the following is noted:

“1. We reserve the right to request documentation prior to authorizing any withdrawal request, to verify the authenticity of the credit card information and/or the identification of the player. Any delays in providing documents will result in cashout delays.”

Deposit

On November 23, 2023, the tester decided to fund his account and play some games. He deposited USD 200 in BTC via Crypto Pay.

A detail worth mentioning is that, depending on how rapidly a player wants their deposit to reflect on their casino balance, different miner fees may be applied. For example, priority processing, which means 10 minutes, is possible at a cost of USD 17.75.

A couple of minutes later, he received an e-mail that informed him that the deposit had been successfully placed.

According to the info available on a dedicated “Payments” page, the minimum deposit amount ranges from $5 to $25, depending on the method selected. Speaking of, available options include VISA, Discover, American Express, Bitcoin, Litecoin, Tether, and Interac e-Transfer.

USD is the only currency accepted for deposits. Any other currencies will be converted to the said one at the current bank exchange rate.

Gameplay

As soon as money became available on his casino balance, the tester could finally get down to playing some games.

His first choice was Achilles. He played it for about 15 minutes but had no winnings. After this, he launched Cash Bandits 3, during which he activated some interesting features.

Withdrawal and Customer Support

Having finished playing games, the tester decided to cash out. On November 23, 2023, he made a request to withdraw USD 150 in BTC, which was the minimum, as responded to by a live chat support agent.

A confirmation that his request was received was sent via mail.

Three days went by, but the tester still didn’t receive the funds. Although the operator was still withing the processing time noted on the page with details on transactions, the tester still wanted to know what was the status of his request. As the customer support team doesn’t provide any info on the matter, he was advised to reach out to the financial department.

The agent from support responded, informing the tester of the complete withdrawal process.

Another three days went by, and the tester’s request was still unprocessed. Once again, he reached out to the customer support department but had no luck getting to know more about the status of his request. He was once again forwarded to the financial department.

He tried luck via e-mail as well.

A couple of more days passed, and on December 8, 2023, the tester contacted the live chat once again. He was informed that his request passed the evaluation and the verification stages, but confirmation for the next batch of payments was still to arrive.

On December 14, 2023, the tester once again reached out to the support department, pointing out that 20 days went by but his request was still uncredited.

On the very same day, an e-mail arrived informing him that the withdrawal was processed and authorized.

Due to minor fluctuations in Bitcoin value, he received slightly less than expected. A day later, on December 15, 2023, the tester received a total of USD 147.45/ 0.0035055 BTC.

He was asked to confirm the transaction.

When it comes to cashouts, the available methods and their respective minimum and maximum withdrawal amounts per single transaction include:

• Check via Regular Mail $150/ $399.99 (worldwide)
• Check via Courier $400/ $2,500.00 (worldwide)
• Direct Deposit $150/ $1,250.00 (US players only)
• Bitcoin/ Tether $150/ $5,000.00 (worldwide)

Withdrawal requests are usually received within 48 hours, after which it takes a minimum of 5 to 7 working days to be evaluated. It’s important to note that all payouts exceeding $2,000.00 will be paid out via installments which won’t go above the predetermined withdrawal amount.

Speaking of, different loyalty statuses are eligible for different weekly withdrawal rates, as follows:

Unless the deposit amount is wagered at least 5 times, a fee will be charged, depending on the deposit method selected. Also, if a client replenishes the account, and then requests a cashout without making any wagers, such transaction will also be subject to processing fees.

Conclusion

The stated time for processing a withdrawal request is between 5-7 business days, but Sun Palace Casino went even beyond that, leaving a player unpaid for 3 weeks. That’s definitely a red flag. The support department wasn’t of much help either, providing nothing more than generic responses. In the end, the tester never found out what actually caused such a slow processing of his transaction.

All in all, players should be warned that significant delays of withdrawals may be expected, even when the requested amounts are smaller. Speaking of, the minimum withdrawal amount is too high. Taking all things into account, players should pay attention when visiting this place.

We hope this test report helped you evaluate whether Sun Palace Casino is the place for you. Have you had experience with this brand yourself? Were there any issues with payments? Let us know in the comments section below.

As always, gamble responsibly!