The player from Germany made a deposit, but since then they have not been able to use the website. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Sunrise Slots Casino - Player's not able to access the website.
Black points: 32
Amount: €30
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.
5.6
Sunrise Slots Casino has a Safety Index of 5.6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi
i have a strange problem
I made a deposit of 30€ via btc at sunriseslots and now I can no longer reach the page... firstly, a login takes place via inclave and then kingschance Casino opens and I cannot reach the page with my deposit...
Automatic translation:
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2 years ago
Dear Mophet,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have tried to access the Sunrise Slots Casino using a German VPN and I was redirected as well.
Could you please advise when exactly you noticed this?
Did you manage to play with your deposit? Do you have any other funds in your account accumulated prior to this deposit?
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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2 years ago
Translation
Hi
first of all thank you.
could only make the deposit but not play. It's been about three weeks.
I last played there a few months ago, so I have no information about the account either
Automatic translation:
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2 years ago
Thank you for your reply, Mophet. Have you tried to get in touch with the casino? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru.
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2 years ago
Translation
Tried to contact support several times. I have also received an answer before, but not in relation to my problem
Automatic translation:
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2 years ago
Thank you very much Mophet for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.
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2 years ago
Hi Mophet,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Sunrise Slots Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
We would like to ask Sunrise Slots 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hi Mophet,
I tried to get in touch with the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I wish I could be of more help.
Best regards,
Peter
