# Other Casinos #: Sonnenspiele does not pay out and blocks player account without giving reasons
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Sonnenspiele does not pay out and blocks player account without giving reasons
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i have a problem with sonnenspiele.de and I hope someone can give me a good Tip on how to solve this problem.
Briefly about the problem:
On April 7, 2025 I deposited 10€ at Sonnenspiele and won over 300€ with the 10€ of which I wanted to withdraw 300€ on the same day to the same Deposit method as I deposited.
(Paysafecard)
The money was debited from the player's account but not sent to Paysafe. Since then I have been repeatedly put off with statements that there would be problems with Paysafe, which was not true as I can make deposits and withdrawals with other providers.
I was then informed that my withdrawal had been processed and sent to Paysafe, but Paysafe told me that there were no payments from the provider.
Nothing was noted or anything else. Last week Tuesday (April 15th) or Wednesday (April 16th) I got another mail (after asking where the money is now) again the statement that the payout was processed. On Thursday (April 17th) morning I wanted to log in again and suddenly it says that my player account has been blocked and I should contact the support. However, they seem to have completely ignored me.
I didn't get a statement as to why my account was blocked and I didn't get the money either.
GGL is not responsible for such things and unfortunately I can't think of anything else I could do except ask here and hope someone can help me?
I think it's a real cheek that we players are forbidden to do almost everything, but when a player has a problem in an online casino with a German license, nobody feels responsible.
There is also no one who can mediate or anything. And since there is only one person at Sonnenspiele who "works" in support, it is easy to block someone. Does anyone have any ideas?
It's only about €300, but even that's a lot of money these days with German-licensed online casinos. It's also a matter of principle and I'd like to help other players with my contribution if a solution can be found.
Thank you for any help.
And please just leave the pointless statements again. Thank you
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Sonnenspiele does not pay out and blocks player account without giving reasons
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Cideone86
In other words, you can only contact solar-operations.eu directly or interact between the companies to get your voice heard.
It is best to include Merkur (GGL, courts etc.) in the subject line at the same time and not give in.
Legal action against this will probably only be expensive, which is exactly why most providers are based abroad, apart from saving taxes.
In my opinion, this should be completely banned and GGL should only allow providers that are also based (subsidiaries) in Germany.
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Sonnenspiele does not pay out and blocks player account without giving reasons
Liked this post:
Cideone86
I have also contacted sonnenspiele and Merkur for you
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Sonnenspiele does not pay out and blocks player account without giving reasons
Liked this post:
Cideone86
You say the money was debited from the player account? And then that it was NOT sent to Paysafecard, but then it wouldn't have been debited. ☝️☝️
Check your email inbox, I received an email from PSC that Sonnenspiele had/would have paid out and immediately afterwards another email from Paysafe that the payout did not work because I had supposedly paid out to another Paysafe account, which is not possible. In other words: Paysafe blocked the merchant's payment.
Long story short, check the emails on which the Paysafe account is registered!
I suspect the error lies with Paysafecard 🤷 I think it's enough to change your email address with PSC.
Better contact PSC again because you have enough time:
"Nice to see you!
Our customer service is temporarily unavailable for operational reasons and will be available again as usual from Monday, 28.04.2025, at 9:00 am."
Hopefully Gregor will soon have a colleague 😥😥
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Sonnenspiele does not pay out and blocks player account without giving reasons
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I have already checked everything and contacted Paysafe, they say there is nothing wrong with the system and if I have any further questions I should contact the provider's customer service... I received this email from Paysafe and saved it.
Furthermore, yes the credit was deducted from the player account and has been on status: Pending... what is now I do not know because I can no longer get into my player account because it was blocked.
Without giving any reason!!!
I have never changed my email address with Paysafe or created a second account or anything else.
I was constantly told that Paysafe has or had a malfunction, but they don't know of any malfunctions.
Sonnenspiele can't tell you that the contact attempt with Paysafe takes almost 14 days and I got my answers from Paysafe in less than 24 hours.
The support team could simply ask the department themselves what's going on instead of waiting for an answer... we're all human and with too much stress some things just get lost and forgotten.
But not even that was done together, so it's zero.
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Sonnenspiele does not pay out and blocks player account without giving reasons
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Very friendly indeed.
Finally someone who helps somehow.
I wouldn't even know where to get the email addresses from...
I am completely lost...
I had also contacted Die Solar Operations Ltd. at the email [email protected] but no one will be there until tomorrow at the earliest...
Edit by Julian: Font color has been adjusted
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Sonnenspiele does not pay out and blocks player account without giving reasons
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But I'll leave another ticket with Paysafe to find out what's going on.
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Sonnenspiele does not pay out and blocks player account without giving reasons
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I received a response from Paysafecard again today informing me that there are no entries of any money.
And lo and behold Sonnenspiele has also written to me that they still can't book anything for me because there are (now suddenly third party providers) problems with the third party Provider!!!
Now they have noticed that I have been in contact with Paysafe the whole time and now they are coming to me with some third party provider with whom I have nothing to do in any way... what can I do that they screw up like this?
But my sonnenspiele account is still blocked and I can't reply to Gregor's support email either.
So it's definitely Sonnenspiele and not Paysafe...
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Sonnenspiele does not pay out and blocks player account without giving reasons
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Like [email protected] etc... if you can't get any further?
It usually works wonders.
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Sonnenspiele does not pay out and blocks player account without giving reasons
Nobody has liked this post so far
Unfortunately, I can't help you with my mustard, but I would like to add it anyway.
I have been a more or less active player at Sonnenspiele for about 2 years.
I have cashed out approx. 8 times, always well over €100, 1x €420, despite depositing only €10-€20.
I have paid out via PayPal, Paylado and Mastercard. This has always worked, but bookings can sometimes take 3-4 days. (paylado did nothing at Easter 18.5.-22.5. except depositors *logically*.
I know this is of no use to you at the moment, I just wanted to say that I have not had any bad experiences with Sonnenspiele.
I wish you a prompt clarification of your problem!!!
Would be cool if they gave you a bonus for the theater, fingers crossed!
P.s. Maybe they just want you to show a little bet for your 300€ *Fun*
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Sonnenspiele does not pay out and blocks player account without giving reasons
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Daniel1988, 
Zockerbernd
Unfortunately I can't get any further for you either, inquiries are not even answered.
I would contact Merkur directly and, if necessary, threaten them with a lawyer, it can't be that you have to wait for weeks and the great GGL doesn't give a "shit..." about players, although in my opinion they are responsible for violations.
Sorry, but providers with a license who are not willing to pay are, in my opinion, just as much a "breach" of their duty and therefore the GGL has to get involved here.
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Sonnenspiele does not pay out and blocks player account without giving reasons
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I think I'm already showing more than just patience and that's bet enough... today I've been waiting a whole 3 weeks and that just can't be normal
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Sonnenspiele does not pay out and blocks player account without giving reasons
Nobody has liked this post so far
Do you have legal protection Insurance? If so, after 3 weeks of missing payment, this would be the way to go, because the casino has been in arrears for over 2 weeks.
Of course, this is only worthwhile if you have no or a small (significantly less than 300 EUR) co-payment for the lawyer.
So the most effective way is if you have insurance:
- Summary of the facts
- Copy of the communication with Paysafe
- Set a deadline of 14 days until demonstrable receipt in your account / Paysafe account
again as a final e-mail to Sonnenspiele with reference to legal action.
This is an advantage of DE providers that you have the option.
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Sonnenspiele does not pay out and blocks player account without giving reasons
Nobody has liked this post so far
This post has been translated automatically
Sonnenspiele does not pay out and blocks player account without giving reasons
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Sonnenspiele shifts all the blame to the alleged third-party Provider who is responsible for the payments.
I had never heard or read anything about the third-party provider before.
I still get the same copied answers, if I get an answer at all.
Last reply I was told that it doesn't help that I keep asking about it, on the contrary it even prolongs it... sry but what kind of nonsense is that?
Allegedly the great third party provider is in contact with Paysafe, Paysafe sent me the answer that no payments or attempted payments have been received on my fully functional UnLimited Paysafe account or that anyone is in contact with them.
I sent this to sonnenspiele and have not heard back since.
Sorry but this is a really bad thing.
Just because I won over 300€ with a single 10€ I am treated like this by them.
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