Sunrise Slots Casino - Player claims that payment has been delayed.

I was only redeeming FREE SPINS THEY SENT IN MY MEssage box and they are claiming i am using too many bonuses. 15 days of free spins 15sweets was the code. Now they wont pay and have been rude and non responsive. 200.89 dollars was stolen from these people as i have made numerous deposits online and i want to be paid.

Dear Guitarguy23,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They have not even responded to emails. One person said the withdrawel was being denied the next guy says they dont have my ID. Was that a threat??????

Yeah and I didnt even search out the Bonus. Please Please note they sent me the free spins in my email and that was how I won. How could they deny a win on like some free spin advertisement???? I can send you a copy or screen shot of my transactions.

Just was looking over my transactions there and I even put in a bit coin deposit verification like it asked. I have 10 of my own dollars there in limbo and they wont payout my money return my deposit answer emails nothing. *sigh*

Dear Guitarguy23,

Have you received your withdrawal from the casino yet?

They have not even replied to emails. I gave them a 10 dollar deposit which is just floating around. They have not been in contact with me, I send emails and they won't reply. : (

Do I understand correctly that the casino confiscated your winnings because you activated multiple free bonuses consecutively? If that is the case, I would like to emphasize that the vast majority of casinos prohibit players from claiming free bonuses without a raw deposit in between and this one is not an exception. Please see what I found in the General T&Cs:

"Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to redeem the second No Deposit Bonus."

This is a standard rule and the casinos can limit winnings on bonuses and there is nothing we can do about it. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. 

Also, do I understand correctly that a deposit has not been credited to your casino account? If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

We'll it verified a bitcoin deposit. Like you said very least like no joke I will want that back. I cant believe they have 15 days of free spins and you can only redeem one. How does that make sense?

This is what they sent.

Thank you so much for joining Sunrise Slots! We hope your experience has been a great one. To help you get the most out of your experience with us, we'd like to offer you another 15 FREE SPINS in one of our most popular slots, Sweet 16 Blast!

15 Spins in Sweet 16 Blast

Redeem Code: 15SWEETS

No Deposit Required

Click Here to Play Now

You can use this code once per day all through your 15th day since you signed up. That's 15 spins every day, for up to 15 days in a row! (This is where 2 bonuses in a row makes NO SENSE AT ALL)

Unfortunately, promotional emails like this are standardly sent to all players and it doesn't automatically mean that you are eligible for the bonus and that you don't have to read the bonus T&Cs and follow those rules. I apologize, but we cannot support you in this one, so I would suggest that we focus on the lost deposit.

Have you made any successful deposits before? Are you sure you sent the transaction correctly and to the correct address? Could you please post here a screenshot of the deposit receipt? Alternatively, you can send it to my email address at kristina.s@casino.guru. Thank you.

Dear Guitarguy23,

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.