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
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
7 months 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
7 months 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
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