The player from Portugal had encountered issues withdrawing her winnings of nearly $200 from Sunrise Slots Casino, which had been won from free spins. The casino's chat agent had informed her that she couldn't withdraw the winnings as they were part of a welcome bonus. Despite this, an email from the casino had indicated that she could withdraw up to $100 without a deposit. However, due to the player's lack of response to our inquiries for more information, we were unable to investigate further and had to reject the complaint.
Sunrise Slots Casino - Player's earnings from free spins not available for withdrawal.
Amount: $97
Sunrise Slots Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.0
Sunrise Slots Casino has a Safety Index of 5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good evening, I received a code to play 33 free spins at the Sunrise Slots Casino, I won about $15 with these 33 free spins. However, I continued to play and my balance reached almost $200. I fulfilled the requirements for the balance to become available for withdrawal.
I contacted the casino's chat to inquire about how to withdraw to my bank account, as the withdrawal option only appeared in bitcoins.
The chat agent's response was that I could not withdraw the balance as it was a welcome bonus.
I explained that the welcome bonus was played the day I registered at the casino and this balance was due to a code with the offer of 33 free spins, the email I received with the free spins code stated that I could withdraw a maximum of $100 without the need for a deposit.
Can you please help with my case?
Automatic translation:
Public
Public
1 year ago
Dear Soniap,
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 forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Additionally, please post here (or forward me) a screenshot of your bonus history.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
