Sunrise Slots Casino - Player is experiencing difficulties with his withdrawal.

I had a already verified account via my ID and my verification deposit. While waiting for my pending deposit they email me and say they need my utility bill statement to process my withdrawl. Once approved the instead of processing my withdrawl they take 89$ of my 100 withdrawl and didn't send me back my verification deposit but then they credited my account back with the $89 that was just taken by them making my withdrawl balance back to $100 but title it promo bonus but it's a withdrawable balance so I initiated a new withdrawl. I'm very confused about why my initial withdrawl wasn't just sent to me instead of taken and returned I have screen shots of the transactions and the emails from them.

Dear MrWinsetts,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise when your verification deposit arrived at your account? Could you please specify how much did you deposit?

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with the casino and what was it about?

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

Best regards

Veronika 

I used a bonus for 20 freespins with a min max 100$ withdrawl I met the requirements and then made my $11 verification deposit as instructed by the site it was a coindraw verification deposit.i my experiences anytime u use coindraw it's a scam. Usually all the sites have coindraw and Bitcoin withdrawal options but for some reason this time the Bitcoin option was not a option. All these sites use coindraw as a means to say thats it's completely automatic which is not true at all as why would coindraw automatically cancel my withdraw then manager withdraw $89 then immediately send it back to balance as promo deposit credit 89$ bringing my withdrawable balance back to $100 this is very shady how this is even legal

Here is a email just sent to me from the payouts department. These people are idiots and don't even acknowledge what the appropriate payouts department responsibility is

They just took my money and I included a screenshot of the level of stealing and just all around shady business these people are involved in

Do you have any more records of the communication between you and the casino? If so, please forward it to veronika.l@casino.guru. Alternatively, you may post the screenshots here.

Here is where I first made the withdrawl request and even though my account was already verified ID and all Nathan emailed me and tells me they need a utility bill to process my withdrawl that is completely automatic being coindraw but it's obvious it is manually manipulated

Thank you very much, MrWinsetts, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello MrWinsetts,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite a Sunrise Slots Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Sunrise Slots Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view?

Thank you.

Kind regards,

Tomas

Greetings all,

I have had the opportunity to review the situation and unfortunately in this case there is little I can do to assist. Per the terms and conditions of the casino and the free bonuses themselves only one free bonus is valid between cash deposits, and only one account per player household is allowed. In this case we have two accounts and the win is the result of the 16th consecutive free bonus in this account alone (between the two accounts it's number 41!) with no cash deposits until the account confirmation deposit after the win. The account confirmation deposit was refunded via Bitcoin shortly after the withdrawal request was denied.

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

Best wishes,

Nick and Sunrise Slots

Dear MrWinsetts,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and using dozens of no-deposit bonuses in both accounts, without ever deposit made in between.

The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Sunrise Slots Casino, for providing information and for your cooperation.

Best regards,

Tomas