Sunrise Slots Casino - Player’s bonus winnings have been voided.

We’ll sunrise slots have gave me free spins on a penguin slots game and I didn’t win much and I understand I have to play through the bonus, make sure the bonus is played out and make sure you have enough to withdraw. I meet the requirements which was possibly 750 and I know I finished the coupon because when I won that amount I watched it take the money and that left me with around 130 or so. I had enough to withdraw there but I played and I won again which took me to 670 played a little more and got down to $600 and said I’m done for the night lol. I had to be verified to withdraw anything so I did that and within the days of me getting verified which only took about 2 days I had gotten on after the first day and the first thing I see is free spins on rabbit run 30 spins or so I grabbed it because I thought why not. I know casinos want deposits between free coupons but I thought because I played through the first coupon & it said coupon reversal it was ok, plus they usually don’t let you redeem the coupon if your not suppose to. Anyways after I played them spins and won nothing I got verified the next day and withdrew the $600 and 2 days later I get an email from poshcasino?? Saying payment denied for too many coupons. I’m assuming poshcasino is sunrise slots because they are the only casino I withdrew from. Thanks you for hearing me out and any help/input is greatly appreciated my email is d************s1@aol.com

Dear Deangelo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found (here):

"No Deposit Bonuses (Free Chip, Free Spins, Free Roll Slot Tournaments) and "No Play No Max" Bonus Rules

...

The Player may not consecutively redeem multiple no-deposit bonuses. Free chip offers are meant only for our regular loyal players and unless otherwise stated in order to cash out on a free chip offer you should have an active depositing account. Should a Player redeem one no-deposit bonus and then be subsequently offered another one, the Player must make a real money deposit into their account in the interim in order for the Player to be eligible to redeem the second no-deposit bonus."

Could you please advise if you have redeemed any free promotional offer from this casino previously? Ideally,  forward your cashier and bonus histories to petronela.k@casino.guru?

Meanwhile, please understand that the maximum cashout from any free spins would be $100 based on the following rule:

"No Deposit Bonuses

...

Unless otherwise stated, the maximum withdrawal amount from any No Deposit bonus is twice the face value of the bonus, with a minimum of $100. For higher VIP Level, please refer to our VIP Program.

All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100."

Therefore, I adjusted the disputed amount from $600 to $100.

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

Best regards,

Petronela

Additional comments from the player:

"Yes I did use the free promotion and I understand you said that the $600 I would’ve got could be less. I understand here’s what my coupon list look like as I seen coupon reversal so I didn’t think me using the rabbit spins they offered me the next day would effect anything. My winnings were off the penguin spins. Thanks for taking time to help me but as of today, I received a email from them stating it’s nothing I can do. I just told them I think it’s shady because any other casino won’t let you redeem if you don’t deserve it. It’s like they wanted me to void my winnings."

Thank you, Deangelo, for your email. Do I understand correctly that you've previously withdrawn winnings from a different free promotion? Could you please forward your entire bonus history (dated earlier than the 27th of May)?

Looking forward to hearing from you.

That’s the full list, I didn’t get to withdraw whatever I earned when I used the penguin coupon because I wasn’t verified which I sent that out on the 27th. I got on the 29th and they offered me free spins for rabbit run.

Do I understand correctly that you've redeemed a different free bonus (and lost it) before activating the "penguin coupon"?

No, it was only 2 coupons used. Penguin was first one and I won $600 & the coupon reversal.

Then I got on a day or 2 later and they offered me free rabbit runs spins. They let me redeem it & won nothing.

The next day I got verified and tried to withdraw, & they didn’t let me and took the $600 balance I had got from the penguin coupon because I used the rabbit run coupon that they offered me.

So yes I tried to withdraw but they voided my winnings because of the rabbit run coupon they offered me.

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

Alright.. thanks a lot for looking into it for me

Hello Deangelo.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case. Could you please explain what happened and why Deangelo's winnings were voided?

Hi matej thanks for trying to help out

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’.

Hello Deangelo.

Unfortunately, Sunrise Slots Casino is non-responsive. We have several similar cases like yours. Because the casino operates without a license, there is no other way how to force the casino to react (no regulator body)

We are forced to close your complaint as unresolved. I am sorry that we couldn't help you more.