Sunrise Slots Casino - Player’s winnings have been reduced without explanation.

Hi there.

Recently, I got an offer at sunrise slots for 30 free spins. I worked that 30 free spins in Kong Fu, all through slots, to 2500. I had hit another bonus, when suddenly, I saw a message that said "Coupon Reversal Withdrawal" for 1200$. Meaning (and I have a screenshot to prove I should get the 1200$) I had played back what the bonus amount would have been, and they took the non-cash able amount away, so the remaining 1200$ was to be free to cash out. I got a notice today that they took away 1100$ and I am being sent 100$

Dear mainedisc,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sunrise Slots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly that after you activated the bonus code KONGCITY and won, after completing the wagering requirements of the bonus, your winnings were capped at 100 USD?
• Afterwards you continued to play with the amount and accumulated funds of 1200 USD?
• Have you made any previous deposits in the casino?
• Was this the only bonus you activated and played in the casino thus far?
• Have you contacted the casino and asked for an explanation? With what result?

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,

Tomas

Hi there!

No, I was at 3300$ and hit a line pay. After the line pay, it refreshed my screen and brought me to 1300$, and then showed the "Coupon Reversal Withdrawal" taking out 1500$. I then played it to 1209$, and requested withdrawal.

i have not previously deposited and this was not the first bonus ive played at Sunrise Slots.

i have indeed reached out for an explanation with no response.

Thanks for the explanation.

If you activate multiple bonuses in this particular casino in a row without a deposit in between the casino won't honor your winnings.

https://www.sunriseslots.com/en/terms-conditions

No Deposit Bonuses (Free Chip, Free Spins, Free Roll Slot Tournaments) and "No Play No Max" Bonus Rules

The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

Our conclusion would be you won't be able to cash out these winnings. due to the casino's terms and conditions taking effect.

Please let me know if there is any information I haven't considered.

Dear mainedisc,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.