Sunrise Slots Casino - Player's casino account closed with winnings unpaid.

Hello, I deposit, $53.00 was credited to my account on Sat Mar 09, 06:33:33PM. I played and won 333 dollars. I asked for withdraw. They said 7 to 10 days. Now it is 10 business day. I try to write to support, but they cancel my account with no reason. Now I must write to them via my boyfriend account. Now they said that my account was deleted, and they don't send me my money. No reason and if I asked Why? They disconnected.

Dear kalinova94,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?

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

Hello, Petronela 🙂,

I created an account around January 10th. Yes, I have completed verification. They wrote to me that I was successfully verified.

I played slots.

And I had an active bonus. I don't remember exactly which one. Some like NO RULES.

If I wrote to support (x times via my boyfriend account) they copy and past this: "We regret to inform you that your casino access has been revoked. The decision is, unfortunately, irreversible. Any casino account can be closed solely at our discretion as part of our policies to ensure game fairness, the safekeeping of company assets, and our third-party payment service providers." And after this disconnect.

Best Regards,

Eva K*******

Hi kalinova94,

• Could you kindly verify whether you and your boyfriend utilize separate devices while playing in the casino?
• Additionally, it's crucial to confirm that each of you uses your own distinct payment method for depositing funds into your respective accounts.

Thank you.

Hello. We use different devices. My friend didn't have an account at the time I won. He did it only after I needed access to support to solve the problem. I deposited via crypto, my friend never deposited.

Have a nice day.

Eva

Thank you very much, kalinova94, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 kalinova94,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Sunrise Slots Casino,

Could you possibly provide additional information regarding the closure of the player's account and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Greetings all,

Players from Czech Republic are strictly forbidden within Sunrise and specifically blocked at an IP level from accessing the site. Due to this and the use of a VPN to access the site from the restricted country the winnings were voided, removed, and the account banned per the terms and conditions of the casino.

Unfortunately under the circumstances there is nothing I can do to assist.

Best wishes,

Nick and Sunrise Slots

Dear kalinova94,

Since you have registered and played from a restricted country, there is nothing we can do in this case. Czech Republic is blocked on a software level, and the only way to play on the site is with the usage of VPN, which is strictly forbidden.

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.