The player from Kansas had used a free chip as a new member to win over $16,456 at an online casino. However, the casino had denied his withdrawal request, citing excessive use of free chips. The player had contested this, pointing out that according to the terms and conditions, he should have been able to withdraw at least $500 from his winnings. The player later acknowledged that the maximum cashout from a free chip was only $100 and requested this amount, but his entire balance was erased. The casino defended its actions, claiming the player had multiple accounts and had used multiple free chips without making cash deposits in between, which violated the terms and conditions. After reviewing the evidence provided by the casino, we had concluded that the casino's actions were justified and rejected the player's complaint.
Sunrise Slots Casino - Player's winnings have been denied.
Amount: $16,489
Sunrise Slots Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
I play a couple of Free Tournaments- Didn't win anything. The casino sent me a $50 New Member Chip. I used it and won a Jackpot over $16,456.00 I didn't spend a cent from those funds. The terms and conditions were read. The customer service agents on 3 separate occasions stated I had used Too many Free chips??? ALL FREE chips show up in the transactions area. I only have 1 Free tournament are available FREE for ALL players and do NOT show up in transaction because they aren't transactions. Tournaments are only regulated if rebuys or add-ons paid for by a previous Free Coin etc. But once again those will show up in transactions area. At the very least I'm able to get $100.00 only after play thru requirements are met. (they were) Terms also state that if the exact same thing happens exactly the same as with me the player is allowed to request up to $500. None of the agents I delt with used improper wording and kept saying FREE tournaments are the same as Free coins. THEY ARE Not- This is my only transaction in my history: Sept. 25, 06:10 pm
Coupon MYFIRST50 redeemed
$50.00. I believe I should be able to withdraw the Free chip advanced amount of $500. The Jackpot was 16k
Hello gator6618,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sunrise Slots Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? When was the last time you deposit into the casino? When was the last time you spoke to the casino and what was it about?
Please always check the casino terms before claiming any bonuses (https://www.sunriseslots.com/en/terms-conditions) as they clearly states that you may withdraw only $100 from any free chip:
Looking forward to your answer.
Regards,
Nick
Dear gator6618,
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 realize the Max cash out is only $100 I requested this amount, and the entire balance of winnings were deleted!!! I'm owed at Least. $100.00 Please have those funds sent to my BTC wallet: bc1qj5atvt979ccmhzqcwv2246mf99uvwjlx33a409
Thank-you
Hello gator6618,
Did you request a withdrawal within your casino account? If yes, when exactly? Did you also contact them in order to ask about the payout status?
Dear gator6618,
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.
Dear gator6618,
Can you please forward your betting history from the date you were playing with the bonus funds to nikolas.b@casino.guru?
Hello gator6618,
As we will require more information regarding the confiscated balance, your complaint will be now forwarded to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello, gator6618!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
Ok why is this taking SOOOOO long to resolve????? I'm owed a minimum of $100.00 The casino whipped out my entire balance when I requested a withdrawal.
Greetings all,
I have reviewed the situation and we have a couple issues here, the terms and conditions of the casino state that only one account is valid per player and only one free chip is valid between cash deposits. In this case there are multiple accounts with multiple free chips in each and no cash deposit separating any of these free chips. I'm afraid in this circumstance even the $100 maximum cashout of the free chip in play at the time of the win is not valid for withdrawal.
Supporting documentation has been forwarded to the casino.guru team for review.
Best wishes,
Nick and Sunrise
