Sunrise Slots Casino - Player complains about missing referral bonuses.

today I decided to enquire about why I haven't gotten my bonuses for bringing this site referrals as you can see in screenshots below:

and after getting a response from customer support:

so they reneged on their end of the deal on referrals and saying now even after I brought them active depositors that I need to put money in which makes no sense cause my referrals are making them money..

this is exploitation and dishonest business practices. thought I'd escalate this up with y'all about that.

first they take well over 30 days to pay out then now they take advantage of me marketing for them under false pretenses of compensatig me for bringing business to them.

I'm unsure if this is actually criminal where I'm located, tho. maybe I could see about suing them

Dear benjaminvess,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sunrise Slots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did the casino refer to following any particular rules when denying you the bonus?
• Have you ever made a deposit in the casino? When was the last time you deposited?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

no no rules and yeah I've made a deposit here before

Thank you very much, benjaminvess, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello benjaminvess,

I'm Michal, and I have taken over your complaint. I have reviewed your case and although I understand your dissatisfaction with the situation, I was not able to find any rules for the referral bonus on the casino's website, so I'm not able to establish if the casino has not followed their rules. I will contact the casino to shed more light on this.

We would like to invite Sunrise Slots Casino to join the conversation.

Dear Sunrise Slots Casino,

Can you please provide information on why the player has not received a reward for referring other people to your casino?

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.

Greetings all,

I have reviewed the situation and indeed referral bonuses are a part of our loyalty program and fall under the same rules as other free bonuses on offer in terms of them only one being valid between cash deposit/play sessions. I count 53 free bonuses redeemed and played since you last deposited in August of 2023 so it would be problematic to credit these funds to your account as they would not be valid. It's worth noting that only 1 of the 53 free bonuses redeemed and played after the last deposit would have been valid according to the terms and conditions of the casino.

Best wishes,

Nick and Sunrise

Dear benjaminvess,

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.

Dear benjaminvess,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru