Sunrise Slots Casino - Player’s winnings have been denied.

16 Free Spins.. with terms of once you have met the Wager Requirements and are able to make a withdrawal, any amount that is over the Maximum Withdrawal Limit ($100)will be removed from your balance, as you will not be able to withdraw.

I met all play through requirements from the 16 free spins. After playing my earnings fully through- this casino did a coupon reversal (removing the coupon off my balance) see attached photos and then removed all winnings in my account ..leaving me with a withdraw-able balance of $100 which was the max cashable balance for the promotion.

coupon was removed. The $100 was now considered withdraw-able. The $100 was now my money not linked to any bonus or promotion.

I then won again off my $100 and they are denying me to withdrawal my funds. The money is in real balance. They have bonus and play through balance. This money is under REAL BALANCE. I PLAYED THE MONEY THROUGH ALL REQUIREMENTS. THEY THEN DEDUCTED ALL MONEY FROM MY ACCOUNT ASIDE FROM THE $100 max withdrawal. Once they did that no coupon applied to my account please see screen shots. This company is a scam and needs to be shut down immediately.

Dear briellemancino,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you're experiencing with the online casino.

To better understand your situation and assist you effectively, could you please provide the following details:

• Can you confirm the date and time when you met the playthrough requirements for the 16 free spins and the subsequent date and time when the coupon reversal took place?
• Could you clarify the exact amount you won from the $100 that was initially considered withdrawable?
• Have you received any communication from the casino explaining the reasons for denying your withdrawal request after you won from the $100 balance?
• Have you tried to reach out to the casino’s customer support directly? If yes, what was their response?

Please feel free to forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear briellemancino,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.