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I won 2500 and made the withdrawa request, this one was approved , I have screenshots and emails about it, everything was good , and I don’t know why they take the decision to close my account , they don’t give me any information, an they just close the account . I have verified my account

Hello jonathikancol1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sunrise Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Since when are you registered there? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes my account was verified, they use one website to verify your id And they take a video selfie , without this you can’t deposit, I won with my real money no bonuses ,I’m playing and verified since 11-16-2023, the las time that I spoke with the casino was November 30

Yes my account was verified, they use one website to verify your id And they take a video selfie , without this you can’t deposit, I won with my real money no bonuses ,I’m playing and verified since 11-16-2023, the las time that I spoke with the casino was November 30 the las time we spoke about, the bank statement required that I sent , they request my proof of residency in USA , I sent everything that they requested, they sen to me an email about everything it’s correct and after this I saw approved the withdrawal , two days later I try to sing in , but I can’t …

Pictures posted

Just recurve this email today from that casino that’s amazing. Who think that’s normal for one casino…. They don’t want to pay me my winnings 🤦🏽‍♂️🤦🏽‍♂️🤦🏽‍♂️🤦🏽‍♂️

this is the email : I have the screenshot

Hello Jonathan,

Please be advised that your account has been permanently closed. Your $50.00 deposit is in the process of being reimbursed back. 

 Best regards,

Emily

Thank you jonathikancol1 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you I’ll be waiting for any update…

Hello there,

Thank you jonathikancol1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sunrise Slots Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

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.

this casino definitely it’s the worst casino that anybody can play ,,,, don’t play on this casino they looking for excuses anywhere to don’t give you your winnings

Dear jonathikancol1, the affiliate in charge of the complaints for this casino is currently indisposed and has asked us for some extra time to resolve this complaint. I ask for your patience during this time.

Thank you!

Thanks you Peter , wishing you happy new year!

Greeting all,

I had a chance to the review the situation and it appears the account has been deactivated by our security department and all deposits have been refunded. I will need to request further information from the requisite department, your patience and understanding is appreciated.

Best wishes,

Nick and Sunrise

Hi nick sorry but I don’t understand… what kind of deposits was refunded… and why you deactivate my account …. If every documents requests … was sent to you! I have screenshot of the emails , and have every emails sent it to the casino email… I hope you can help me

Greetings all,

Apologies for the delay however I am still waiting for the details surrounding account deactivation, once I have further information I will update. Thanks for your patience and understanding,

Best wishes,

Nick and Sunrise

thank you nick I can understand, all that you said. It it’s not any reason to close my account , and don’t pay my withdrawal ,,, I you deactivate my account without any reason I had this account open and playing until I did the request for this payment , after that a lot of excuses, that’s not the correct way to treat you costumers…

Greetings jonathikancol1,

Thanks so much for that, they have assured me they will have the necessary info for me shortly.

Best wishes,

Nick and Sunrise

Greetings all,

I am not entirely satisfied with the information provided by our security department and am investigating the situation further. Thanks again for your patience.

Best wishes,

Nick and Sunrise

Thanks nick I’ll be waiting for any updates! If you need any document let me know thanks

Greetings all,

I will once again ask for your patience while I have this case reviewed further internally, thanks everyone. I should be able to report properly on this soon I believe.

Best wishes,

Nick and Sunrise

Greetings all,

This is an unusual situation and I am now having it reviewed personally by the executive branch of the casino, this can indeed take some time but until I have a decision on their part I cannot comment accurately on the case.

Best wishes,

Nick and Sunrise

 MINUTE AGO

I know it’s unusual it’s the first time that I have this kind of troubles with casinos … I never had this issue before. So I don’t understand yet why they do that? If I sent all the documents , I sent everything that they need to verify my account , I verify via inclave , all I did and after 3 months,,,, still haven’t any answers

Greetings all,

I have dug as far as I can dig with this situation and unfortunately it seems there was deemed sufficient reason to close the account and remove the funds at a very high level within the casino security department. I am not privy to the specifics however I can only speculate that it was done with good reason. I only regret not having the proper information to inform all those involved here with enough details to fully clarify.

Best wishes and thanks to all for your patience,

Nick and Sunrise

So what happened?…. To charge money from my credit card you don’t put any trouble but now when it’s your casino who has to pay you do this? That’s unbelievable … casino guru any other way to help me please?

Why your casino don’t try to contact me if they want to clarify this situation? Too many excuses….

Dear jonathikancol1, I have discussed the issue with the casino representative but I was not provided with any additional comments on the situation. Unfortunately, I will have to close this complaint as 'unresolved' due to insufficient evidence from the casino which may negatively affect their rating. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter