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so January 12 2023 I entered a tournament it was one of the big ones they had and I got cheated so dirty becuase I hit the grand in the bonus round on fortunate Buddha but that would have put me in first place..I've been sick so I haven't had time to post ..tired of casino taking our money and when we win they do us dirty,no returned calls,emails..I've even called customer support and let it ring for hours on speaker phone...when I did talk to someone..they was rude,told me where to check things.,when I did..nothing to be found on the page...I played fair and square and they cheated me..here's the screenshots I took becuase...I was excited it's in order look at the time stamps...I would have won over $5k I think been so long I forgot

Hello nsannicolas671,

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? What balance were you using when you hit the jackpot - was it real money, bonus balance or tournament points? When was the last time you spoke to the casino and what was it about?

Can you please forward your betting history from the date of tournament to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

yes my account is verified,you guys was the casino i first played but explain how $5 bet is invalid in a tournament ???...the stuff i didnt get credited was on the bonus rouds and the 6 spins was up...it never calculated my winnings...ive emailed and called...literally let the phone ring for hours...i gave up because i got sick,i played fair and square...

Hello nsannicolas671,

Can you please advise if you had real money balance or bonus balance when you played in the tournament? Is it possible to forward your betting and bonus history to nikolas.b@casino.guru?

it was real if I can recall

Hello nsannicolas671,

After taking into consideration all the proof received so far, we unfortunately can't enforce the casino to change the tournament outcome.

Tournaments are mostly considered as bonuses and the casino sets their rules. If the winning bet was not counted into the tournament process, there must have been a reason for it (no jackpots or bonus plays are counted in or i.e.).

You can still try to get in touch with the licensing authorities if you wish to take the case further but as long as there is no log of the issues occurred, the outcome will be most likely the same.

Is there anything else we could assist you with?

Dear nsannicolas671,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.