[lucio]

On 22 June I bet on Sunmaker Euro 1500 victory of South Africa. I won and immediately after I asked to pick the winning of Euro 5344 on my Moneybookers account
I contacted customer service several times on chat and I spoke always with the same person: his name is Miki. He was always very evasive and he said that I did not receive any payment as they are doing investigations on my account.
Initially they said that the investigation would end June 30, but then after I've re-contacts July 1 on chat, always the same Miki told me "i am sorry, That there is still no outcome of the Investigation!"
It 'obvious that use this technique to slowly pay the players.
Please help me solve this problem. What I have to do now?

[lukahh]

1. give 'em some time if this is your first payout
2. file SBR complaint form

[Ruifgalmeida]

did you make something wrong to be investigated?

[austin]

when i made a withdrawal couple of months ago, it was processed within 24h via moneybookers 1000+, no hassle either

[AimingHigh]

Perhaps the details of the bet would help. Was it a live bet? (could there have been an error with the odds?) Were you given a bonus, and betting with that money / completing a rollover? Is this your first withdrawal? How long have you been using them? Are you based in a country that shouldn't have received the bonus, shouldn't be betting there at all, etc? How did you deposit? Are you trying to withdraw by the same or a different method? Is the investigation simply asking for ID, proof of address on withdrawal?

There are all kinds of potential explanations for the "investigation", but it sounds like good news that other posters have been getting paid fine.

Without more info, we can only really speculate what the issue might be, but do be sure to fill out the SBR complaint form.

[lucio]

Perhaps the details of the bet would help. Was it a live bet? (could there have been an error with the odds?) Were you given a bonus, and betting with that money / completing a rollover? Is this your first withdrawal? How long have you been using them? Are you based in a country that shouldn't have received the bonus, shouldn't be betting there at all, etc? How did you deposit? Are you trying to withdraw by the same or a different method? Is the investigation simply asking for ID, proof of address on withdrawal?

There are all kinds of potential explanations for the "investigation", but it sounds like good news that other posters have been getting paid fine.

Without more info, we can only really speculate what the issue might be, but do be sure to fill out the SBR complaint form.

I bet on france-south africa no live bet. I am from Italy and usually i don't use sunmaker.This is my first withdraw. I deposit form moneybookers and i didn't ask for any bonus. I asked a withdraw from the same method. I receive this email from sunmaker and i reply with all my documents.

"Dear Customer!
Thank you for these documents.
In order for us to enable withdraw please complete the attached form and send it to us together with further scanned copies of the following documents:
1). Government-issued Passport
2). Recent utility bill with your address on it. (eg invoice of Internetprovider, Mobilephone)
3). Copies of all ************ used at the site (both front and back side)
Once received, the verification documents will be reviewed by our Security Team and you will be contacted as soon as possible.
For the safety, it is highly recommended that you hide several numbers of the CC, as well as *** code, except the first 6 and the last 4 digits on the front side of the card.
Please note that once account information has been verified, all copies of the ************ will be terminated. As we do not store this information, we may request the copies of the ************ on more than one occasion.
Best Regards,
Your sunmaker Support Team"

[AimingHigh]

Thanks for all the extra info. It sounds like you shouldn't have any problems - no potential bad lines from live betting, and no difficulties re bonuses. I'd guess it's not an "investigation" but they just want you to verify your identity and may have used the term incorrectly when you followed up with them.

How long ago did you send your documents? Have you checked if anything needs sending again (perhaps it didn't get there, they can't read it, etc.)? I note that 3) refers to ************; I've had a sportsbook require a screenshot of my Moneybookers profile page instead when I deposited that way, so you might want to double check that there's no confusion re requirement 3).

[tommygun]

wow im just impressed you tipped south africa to knock off france

[lucio]

The situation is always the same they don't want pay
Seems very dangerous bet with them.

This is their last mail:

"Dear Sir!
Unfortunately there is still no final decision on how to proceed with your account!
We will let know asap!
Kind regards
Your sunmaker Support Team"

I informed Malta Lotteries and Gaming Authority.
What do you suggest me to do now?

[AimingHigh]

The situation is always the same they don't want pay
Seems very dangerous bet with them.

This is their last mail:

"Dear Sir!
Unfortunately there is still no final decision on how to proceed with your account!
We will let know asap!
Kind regards
Your sunmaker Support Team"

I informed Malta Lotteries and Gaming Authority.
What do you suggest me to do now?

Did you fill out the SBR complaint form as an earlier reply suggested? [Link in my signature]

As it's a complaint against a Euro-facing book, you might also want to complain to BMR (Bookmakers' Review) as well. It's like SBR, but mainly Euro-focused, and run by one (very-overworked!) guy.

I've had a look at Sunmaker's website and see that they're in the Entraction network (used to be called 24hPay). That doesn't mean that Entraction owns them but that Sunmaker pay Entraction for their odds (possibly also payment processing). So it might be worth sending a complaint to Entraction, given that they have an interest in maintaining their reputation. Their contact details are here: http://www.entraction.com/contact.aspx

I remember a while back that one of the network (Circlebet maybe, I can't find the post despite searching!) closed accounts and seized funds when people took bonuses and had accounts wirh another (or others) in the network. But given that you said you didn't take a bonus, this shouldn't matter. Plus it was only one of them that did this.

Good luck!

[lucio]

Thanks for your ideas.
I will follow your instruction.

[aggieshawn]

shaky book here.

[lucio]

I didn't receive any answer from them.
I am still waiting my money.
Do you have any idea to help me?
Sunmaker seems want to steal my money.
I did a report also to Entraction Operation Ltd
(http://www.entraction.com/) but i didn't receive any answer from them.

[Ganesh]

Sunmaker giving problems?!!!

I hope this will end well.

[lucio]

HAPPY NEWS!!!
SUNMAKER HAS PAYED
Thanks to sportsbookreview Staff !!!

[Donadon]

Glad it all worked out well for you!

Entraction are a decent operation IMO