Sunpura Casino - Spilleren kan ikke få adgang til kasinoets hjemmeside.

Hello, I couldn't change my place of residence from Puerto Rico to Germany at the top. I noticed today that the sunpura.com casino is no longer accessible. The page doesn't open anymore. To my knowledge, I still have a balance of 50,-€ there.

Now, I don't know what to do, I would have really liked the 50,-€.

Could you possibly help me? I am not entirely sure about my username, it might be without the 72 at the end. I can't offer any documents because I can't access the site anymore.

Best regards

Matthias

Hallo, ich konnte oben Puerto Rico als Wohnsitz nicht ändern, ich wohne in Deutschland. Ich habe heute festgestellt dass das sunpura.com casino nicht mehr erreichbar ist. Die Seite lässt sich nicht mehr öffnen. Ich habe da meines Wissens noch ein Guthaben von 50,-€.

Nun weiß ich nicht was ich nun machen soll, die 50,-€ hätte ich schon gerne gehabt.

Können Sie mir da eventuell weiterhelfen? Bei meinem Username bin ich nicht ganz sicher, könnte eventuell auch ohne die 72 am Ende sein. Dokumente kann ich leider nicht anbieten weil ich die Seite ja nicht mehr erreichen kann.

Schöne Grüße

Matthias

Dear Butzmatt72,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sunpura Casino.

I checked the casino's website and couldn't access the website either.

Could you please advise if you have an active withdrawal request pending in the casino?

Would you be able to check the username in the casino based on previous communication received from the casino?

When were you last in contact with the casino support?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Casino Guru Team,

Hello Tomas,

I wanted to ask if there is any news regarding sunpura.com. In any case, I still can't reach the page.

Kind regards Matthias

Hallo Casino Guru Team,

Hallo Tomas,

Ich wollte mal fragen ob es bezüglich sunpura.com schon irgendwelche Neuigkeiten gibt. Ich kann die Seite jedenfalls nach wie vor nicht erreichen.

Schöne Grüße Matthias

Thank you very much, Butzmatt72, for providing the necessary information. We'll try to contact the casino and inquire about your withheld funds. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Butzmatt72,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I was not able to access the casino webpage either. So far, we have not received any information from the casino team about whether they are closing the casino or if there are any technical problems. I will contact the casino to shed more light on this matter.

We would like to invite Sunpura Casino to join the conversation.

Dear Sunpura Casino,

Do you have any technical problems that cause your webpage to not be accessible, or is there any maintenance going on?

Can you please help the player check their casino account balance and suggest how the player can withdraw?

Dear Michael,

First of all, thank you for your commitment! It's strange that the casino can no longer be reached. However, it surprises me even more that other players don't also get in touch about Sunpura Casino. In any case, I couldn't find anything on the topic using the usual search engines. Maybe it's actually a technical problem and the matter will clear up.

I deposited there several times and was happy that I could also withdraw something. Maybe you'll get some information soon, at least I hope so. It's only about €50, which is probably peanuts for the casino, but a lot of money for me.

Does it actually happen that a casino simply disappears from the scene? Imagine you have won a large amount and then experience something like that. It really makes you feel sick in the stomach area. Let's hope for the best!

Kind regards Matthias

Lieber Michael,

Vielen Dank erstmal für Ihr Engagement! Ist schon seltsam dass das Casino nicht mehr zu erreichen ist. Allerdings verwundert es mich noch mehr dass sich nicht auch andere Spieler melden bezüglich des Sunpura Casinos. Über die üblichen Suchmaschinen könnte ich jedenfalls nichts finden zu dem Thema. Vielleicht ist es ja tatsächlich ein technisches Problem und die Sache klärt sich auf.

Ich habe mehrmals dort eingezahlt und war froh dass ich auch mal was auszahlen lassen könnte. Vielleicht bekommen Sie ja bald irgendwelche Infos, ich hoffe es jedenfalls. Es geht zwar nur um 50,-€, für das Casino wohl ehr Peanuts, für mich aber viel Geld.

Passiert es denn tatsächlich dass ein Casino einfach so von der Bildfläche verschwindet? Man stelle sich vor man hätte einen großen Betrag gewonnen und erlebt dann sowas. Da wird es einen schon echt flau um die Magengegend. Hoffen wir mal das beste!

Liebe Grüße Matthias

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Butzmatt72,

I have tried to contact the casino repeatedly but had no success. None of the contacts we had was responding. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach if the casino reopens. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Malta Gaming Authority (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Despite Sunpura Casino being closed they still might be able to help you. Please let me know how the MGA responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru