Sunrise Slots Casino - Player's winnings have been confiscated.

Using funds I won in a free slot tournament, I amassed $1300 in winings from playing slots. I put in a withdrawal request and a few days later i get an email saying my withdrawal request was denied because of some bogus reason that I played more free tournaments. This is not list in thier rules and regs. Not only did they deny withdrawal but my $1300 now has "disappeared". my account balance does not reflect my $1300. This is flat out thievery. I want my $1300 credited back to my account so I can make another withdrawal request.

Dear schnoffyg,

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. Do I understand correctly that you participated in multiple free tournaments without making a deposit between them? How much money did you win in the last tournament?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes I competed in multiple free tournaments without making a deposit in between. $25 is what I had won and I used that to play regular slots and amass enough winnings to be able to cashout for $1300. It turns out Sunrise slots has a discrepancy in thier terms and conditions. It was discovered that different terms and conditions exist between its PC site and it's mobile site regarding the free tournaments. I was using the mobile site where there is no language about having to make such deposits between free tournaments. This WAS thier primary argument of why my money had been stolen from me by them. I kept insisting that their terms and conditions did not say that. By the way, this conversation was all done through thier chat. The supervisor I was chatting with asked me to take a screenshot of the terms and conditions about the free tournaments that I was seeing. I did so, and after that is when it was discovered that the discrepancy existed in the language between mobile and PC. After this revelation the casino changed it's tune to "the decision has already been decided" and refused to refund my winnings. What casino would NOT make things right with a customer that was right. I am not required to use nor visit thier PC site. I was playing by the rules available to me provided by them. I deserve, no actually demand, my winnings back.

I have attached the screenshot that I sent them. I suspect they have changed the launguage by now.

Here is the email from them about the withdrawal being denied.

Thank you very much for your reply, schnoffyg. I checked the General T&Cs (desktop version) and I see this:

Could you please forward me the conversation you had with the casino regarding the missing term?

I suspect the language was changed after I brought the discrepancy up to them. They have since blocked me from thier chat tool. I cannot look up the chat unless they allow me back in?

Thank you very much, schnoffyg, for your cooperation. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear schnoffyg,

I’m sorry to hear about your negative experience. I’ll contact the casino to see if I can help. Please be informed that there is another case, related to very similar circumstances, currently being discussed on our website. The issue regarding the missing condition has already been addressed. Rules of Freeroll Tournaments were mentioned twice in the Terms and Conditions of the casino, however, only in one of the instances the condition in question was included. This was amended after the casino team was notified about the issue.

I would like to invite the representative of Sunrise Slots casino to join this conversation and provide a statement on this case. Any relevant evidence can be forwarded to andrej.p@casino.guru.

I’m setting the timer for 7 days.

In the meantime, this topic will be brought up at our internal meeting, which is scheduled for Wednesday this week. I will keep this thread updated.

Greetings all,

The terms and conditions are identical from desktop to mobile version, as mentioned by Andrej this discrepancy was brought to our attention while servicing another complaint related to freeroll tournaments and amended shortly after.

As stated by schnoffyg this is indeed a case of multiple consecutive free tournaments and this was the reason for denial of withdrawal.

Best wishes,

Nick and Sunrise Slots

If the discrepancy was amended then why did it not state as such in the twrms and conditions. Why? Because the discrepancy evidently did not get fixed. I refer back to my screenshot of the terms and conditions for freeroll tournaments. To my knowledge when I was playing I did not violate any terms or conditions. In fact when chatting as soon as brought up this discrepancy the reason for confiscation changed to "it already happened and we cant reverse it" if you truly had an arguemenu via your terms n conditions the reason for confiscation wouldnt have changed. Please just own up to your mistake and pay me what I'm owed.

Thanx

Thank you all for the replies and for your patience.

This case as well as the matter in general, have been discussed internally. Before making any conclusions, we would like to ask Nick and Sunrise Slots Casino team to provide the relevant transaction log from schnoffyg’s gaming account. The information can be forwarded to andrej.p@casino.guru.

Dear schnoffyg,

It seems that the discrepancy only got amended after you reviewed the Terms and Conditions for Free Roll Tournaments and participated in them. The clause in question is now in place.

Greetings all,

Just confirming that we are in direct dialogue regarding this case and will be back with more information as soon as we can.

Best wishes,

Nick and Sunrise Slots

Thank you, Nick, for the update. I’m extending the timer by 7 days. We’ll wait for further updates from your side.

Greetings all,

Apologies for the delay, this case is still being discussed internally. Thanks for your patience and understanding.

Best wishes,

Nick and Sunrise Slots

Still awaiting for my funds to be given back.

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’ which may negatively affect its rating.

Greetings all,

Please understand that this is not a simple issue, while it is true that there was a discrepancy in an area of the terms regarding the free benefit in play at the time of the win it was still posted clearly elsewhere. It would be ideal if we could just prevent this entirely in a mechanical sense but currently it's impossible with the tools available and the other option is to discontinue a very popular player benefit. A lot to work through here. We do very much appreciate your patience.

Best wishes,

Nick and Sunrise Slots

Dear schnoffyg,

Please be informed that this matter is still being discussed with the representatives of the casino in a private conversation.

As additional time is required to reach a conclusive outcome in this case, I’m extending the timer by 7 days.

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’ which may negatively affect its rating.

Greetings all,

I realize that it appears that I am just running out the clock on this however I assure all involved that this not the case, it is a complex issue. Hopefully casino.guru management and I will be able to schedule a meeting to further discuss this (and other directly related issues) and we can finally have a finite answer. Apologies once again for the delay.

Best wishes,

Nick and Sunrise Slots

Dear all,

Confirming that this is still being discussed outside this thread. We hope we’ll be able to hold the meeting as soon as possible.

As we’re currently waiting for Nick’s response, I’m extending the timer by seven days.

Thank you for your understanding.

Greetings all,

It appears we have a scheduled meeting between myself and the casino.guru team on Friday to discuss this and other related cases. Thanks so much once again for everyone's continued patience in the matter.

Best wishes,

Nick and Sunrise Slots

Dear schnoffyg,

Please be informed that the mentioned meeting took place yesterday. One important aspect of the matter was brought to our attention, namely that we haven’t previously taken into consideration the fact that each of the tournament wins was subject to maximum cashout.

To calculate the exact amount we believe you are eligible for, taking into account all relevant facts, we will need to thoroughly review the relevant logs.

With that, I would like to remind Nick and Sunrise Slots Casino team that we’re still missing the previously requested transaction logs. Any relevant information can be forwarded to andrej.p@casino.guru.

I'm setting the timer for seven days.

Hey all,

I believe all the necessaries should be in place now, thanks again to everyone for the patience and cooperation.

Sincerely,

Nick and Sunrise Slots

Thank you, Nick, for providing the necessary information.

Dear schnoffyg,

Please be informed that the issue continues to be assessed and is discussed with the casino representative.

Due to further possible delays related to upcoming events and certain proceedings directly related to this issue, I’m setting the timer for 14 days.

I truly hope we will be able to come back with an update in a reasonable time frame.

Hello all,

I would like to confirm that the discussion regarding this matter as a whole is still ongoing. We’re currently waiting for the casino representative to answer a few specific questions regarding the mechanics of the tournaments in question and/or a confirmation on the suggested meeting.

I’m setting the timer for seven days.

Just want my money that I rightfully won. It's that simple.

Dear schnoffyg,

I totally understand. Please be informed that another meeting with the casino representative to further discuss the details of this matter has been scheduled. It will take place on Tuesday/Wednesday next week.

For that reason, I’m extending the timer once again.

I'm hoping next week we get back with a final statement.

Greetings all,

Just confirming that Andrej and I did have or meeting earlier in the week, there may be some continued discourse required however every effort is being made to move forward on this case.

Best wishes,

Nick and Sunrise

Dear all,

Thank you for your patience. I confirm that the matter was discussed with Nick, after which it was subject to our internal discussion.

Firstly, I would like to point out the fact that at the time schnoffyg was participating and winning from the free roll tournaments, the rule saying that players are supposed to place a deposit in between each respective tournament entry was only mentioned in one of the two instances where the rules of the free roll tournaments were mentioned in the Terms and Conditions (and/or only included in the desktop version of the website, as assumed at the beginning). In this case, this apparently was the reason why the player was not informed properly about the rules of the tournaments he was participating in.

At Casino.Guru, we would like to see conditions such as the one in question here being enforced at software level so that players can’t break the Terms and Conditions by accident.

Now, considering that the rule was (but also in a way wasn’t) mentioned in the Terms and Conditions, then considering the fact that the rule is not in any way enforced by software, and on the other hand, considering the fact that during the period schoffyg participated in the tournaments, he had not placed any deposits, the fact that the winnings from which he subsequently accumulated the disputed amount, did not require him to buy Add-ons and Re-buys, even though he did in the previous ones, technically thanks to being able to use just the winnings from previous tournaments to buy Add-ons and Re-buys in following tournaments (ergo she has, in a way, gained an advantage), we believe that making a compromise here is the fairest way to go. Our suggestion is for schnoffyg and Sunrise Slots Casino to meet halfway in this case.

Meeting halfway meaning?

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’ which may negatively affect its rating.

Greetings all,

Apologies once again, I injured my back and have been unavailable for some time. I have now reviewed the findings and will need to discuss the situation further with my colleagues.

Best wishes,

Nick and Sunrise

Thank you, Nick, for the update. We’re glad to hear things got better.

We’ll await a statement from your side.

I’m setting the timer for seven days.

Hey all,

Just letting you know this is being discussed internally and I will inform everyone here once a decision has been reached, thanks again for your patience and understanding.

Best,

Nick and Sunrise

Dear schnoffyg,

We were informed by the casino representative that the issue as a whole and the suggested compromise are still being discussed internally within the casino team.

We expect progress to be made in this regard by the end of the week, as promised by Nick. Considering the length of time this topic has been open, we truly that will be the case.

I’m setting the timer for seven days.

Greetings all,

We have discussed the matter at length internally and while there is agreement that the terms and conditions should have included the rule regarding multiple tournaments in both mentions of tournaments within the terms and conditions the rule was in place and mentioned at the time of the win(s) in question. I have been authorized to make an offer of a $350 additional payout for full resolution of this case, otherwise we will unfortunately need to let this case go unresolved.

Thanks so much to everyone for their patience in dealing with this matter, it has been a lot of dialogue coming to this but at least one way or the other, there is an end in sight.

Best wishes,

Nick and Sunrise

Fine. $350 it is. I'd appreciate a check mailed to me.

Hey all,

$350 has been deposited into the account as cash, please request the amount for withdrawal schnoffyg and kindly respond to my email confirming your payout details if you would.

Best wishes,

Nick and Sunrise

Thank you to both involved parties for the updates. We’re glad that after everything, an acceptable compromise was reached.

Dear schnoffyg,

We’d like to kindly ask you to follow Nick’s instructions and keep us posted on any updates.

I’m setting the timer for seven days.

Dear schnoffyg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I am attempting to cashout via check. Put in request but have not received any correspondence as of today.

Thank you, schnoffyg, for the update.

Nick, could you please update us on the status of schnoffyg’s withdrawal request?

Greetings all,

I am still waiting for a reply to my email with confirmation of the necessary details to move forward, as I mentioned.

Best wishes,

Nick and Sunrise

I have put in a withdrawal request and to my knowledge have never received any email from Nick. Could he please send or re-send it.

Thanx

These are the only 2 emails I received.

Thank you all for the replies.

Nick, can you check please?

Hey all,

I've sent the email once again, if you could please confirm you have received it schnoffyg and get back to me it would be much appreciated.

Best,

Nick and Sunrise

Thank you, Nick.

schnoffyg, I’m setting the timer for seven days. Please keep us posted.

Email received and I have replied with the necessary info. Please let me know if anything else is needed.

Thank you, schnoffyg, for the update. We’re glad things are moving along. I believe that if there’s anything missing, the casino team will reach out to you via e-mail.

I’ll set the timer for seven days. Kindly keep us posted and let us know if our assistance is needed.

Reconfirmed with name of different bank. The bank YOU requested.

Here is a copy of the email

Thank you all for your cooperation.

schnoffyg, at this point, I truly believe it will only be a matter of time before your withdrawal is confirmed and the funds reach your bank account. Please keep us posted on any updates.

I’m setting the timer for 14 days.

Dear schnoffyg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I'm still waiting for conformation that ill be getting a check but have not heard squat about my payout

I’m sorry to hear that, schnoffyg.

Nick, could you please give us an update?

Greetings all,

I just had a look and all is well in terms of documentation and the account is fully noted regarding check payment and is approved as such. However in the interim while waiting for the necessary information it seems the withdrawal was denied once again due to a lack of payout method and is now sitting as cash in the account. If you could kindly re-request the funds for withdrawal schnoffyg I will see what I can do to finally put an end to this saga.

Best wishes,

Nick and Sunrise

Withdrawal request has be made again.

Thank you all for updating us.

Dear schnoffyg,

It seems that all necessaries should be in place now. I’m hoping it’ll only be a matter of time before your withdrawal request is approved and successfully processed.

I’m setting the timer for seven days. Please keep us posted.

Dear schnoffyg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Still havent heard any confirmation about my withdrawal request being confirmed and/or sent

I’m sorry to hear that schnoffyg. Considering the time that has already passed since you requested the withdrawal, we would expect a movement on the casino’s end.

Dear Nick,

Could you please review the current status of shnoffyg’s withdrawal request?

Greetings all,

I can confirm that funds have been issued by the casino to our 3rd party payment providers on November 24th for disbursal as a physical check payment. As a general rule once the casino has paid the funds we are looking at up to 10 business on delivery however this can be greater depending on the 3rd party payment provider and the courier used for delivery. Once there is tracking information available from the courier you will receive an email with this delivery information schnoffyg, please be sure to deposit this check in person and only to the bank account approved by the casino.

Best wishes and hopefully the check arrives soon.

Sincerely,

Nick and Sunrise Slots

Thank you, Nick, for the update.

Dear schnoffyg,

It looks like things are on the right track now. Please keep us posted on any news.

I’m setting the timer for 14 days. Looking forward to hearing from you.

Will let you know when I get the email and when I get the cheque

Dear schnoffyg,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have received the cheque and consider this matter satisfied. Thanks to everyone for all the help.

Thank you, schnoffyg, for the update.

We're glad that after all this time, an acceptable compromise was reached and you've received the funds. I will now mark your complaint as 'Resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru