Sunrise Slots Casino - Player is facing payout restrictions due to coupon rules.

So I redeem a bonus with sunrise. I played my free spins won a few dollars, then switched to a diff game and grinded up. When I got to a little over $200, $108 was taken out of my account for "coupon reversal" there for reversing the coupons requirements. After playing for a little while I got a nice hit that got me over 2 grand. Of course tried cashing out the 2 grand. All was going good until today I got a withdrawal for $105. When asked about the rest of my withdrawal I was told $100 was the max since I used a coupon and the other $1895 I was told "The rest of the balance was removed since this one exceeded the maximum balance allowed being cashout as per free play rules. (Daily spins) " I guess I’m just confused how $108.49 was already took out for "reversal" clearing me of the restrictions, and then still taking my $1895.

Dear nebouley1,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you encountered with your gaming experience at the online casino.

To better understand the situation and assist you effectively, could you please provide us with some additional details?

• Could you kindly let us know if your bonus balance converted into real money balance while you were playing?
• Additionally, were your winnings capped or reduced at any point during the game session aside from the end?
• If you have any relevant communication or documentation related to this issue, please feel free to forward it along with your game history to petronela.k@casino.guru.

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

Best regards,

Petronela

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.

I only won a few dollars from the said coupon. I then switched to a different game and started winning. Once I got over $200 that’s when they took out the 108$ "coupon reversal." I played for a while before hitting the 2 grand and no more came out.

Hello nebouley1,

• Could you please inform us whether your bonus balance converted into a real money balance during your gameplay?
• Additionally, could you kindly request your game history directly from the casino and forward it to petronela.k@casino.guru?

Thank you for your cooperation.

Dear nebouley1,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.