Sunrise Slots Casino - Player faces a withdrawal issue due to a typo in submitted personal information.

I have been left with the wrong kanji conversion when I registered.

I now have $858 available for withdrawal in my casino account. I have emailed the management to have the mistake corrected in order to withdraw those funds.

I have emailed the management to have the mistake corrected in order to withdraw those funds, but I have not received a response for a long time.

At the same time, my email about not being able to upload a photo of my driver's license when applying for KYC received a reply, and I resolved the issue by sending the photo directly to the management.

If I apply for withdrawal as it is, I am sure I will not be able to do it because it feels different. That is why I need you to fix the mistake in the Chinese characters that I have registered.

Dear jmksk0605,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing incorrect personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before starting to play.

I understand that you haven’t done it intentionally but unfortunately. If you’ve opened your account and realized straightaway a mistake, you should inform the casino at that time before placing a deposit and playing.

Could you please advise if you have done so? Which exact personal data are incorrect?

Could you please try and explain the specifics of the mistake in the personal information in your profile?

Thank you in advance for your reply.

Best regards,

Tomas

Of course I know that I need to enter my personal information correctly when I register. I do not enter Kanji characters when I register. I entered everything in romaji.

When I logged in for the first time after my account was registered

I found that the kanji had already been converted to the wrong kanji.

Thanks for the explanation.

Do I understand correctly that at some stage, the romaji you entered as your personal information was changed into a wrong kanji character unbeknownst to you?

Have you already submitted your ID documents to the casino?

If you have your interaction with the casino saved (in screenshots, chat transcripts, or emails) please send this information to me at tomas@casino.guru

Yes, I am. That is correct.

The screenshot I just sent you says "within 72 hours. but I have not heard anything.

Thank you very much, jmksk0605, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi jmksk0605,

I've just reviewed your case and am sorry to hear about this issue with the misspelling of your name. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Sunrise Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Have you received the request from the player to correct the personal data and when it can be done?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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,

Apologies, I injured myself and needed to take some personal time to heal. I'm not seeing any of the issues mentioned here, the issue I see is that only one free chip is allowed between cash deposits and in this case the win is on the 9th consecutive free chip with no deposit history. Unfortunately none of the funds are eligible to withdraw.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Sunrise Slots

Thank you for looking into this, Nick.

Dear jmksk0605, after evaluating the evidence from the casino representative, we came to the conclusion that you cannot withdraw your winnings for a reason. According to the Terms&Conditions of the casino, it's forbidden to use consecutive free chips without making deposits and real money play between them. You can check it on the casino's website:

No Deposit Bonuses

Unless stated otherwise, all No Deposit Bonuses are subject to the following terms and conditions:

5.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.

Based on the information from the casino, you used 9 consecutive free chips, so the casino acted in accordance with its terms and conditions.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion.

Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Natalia