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

I received my free spins on a sweet 16 blast. I won about $10 on the free spins and proceeded to the next game which was plentiful treasures. I triggered the free spins and then went into choosing a jackpot. I chose the GRAND jackpot for 5k! It converted into real money total was $5384.55. However the play through was like $242.32. So I proceeded to play through that amount to be able to withdraw my funds. I also submitted my documents preparing for the withdrawal. After I got through the play through when I noticed, I was down to $81 in real money. When I check my transactions it says Coupon Withdrawal reversal for $5165.85. I reach out to them and they say the system automatically does that! However I have won $500 on stake and was able to cash out with no problem. Why would they disappear the funds after I clearly won the jackpot! I am so frustrated

Hello Franchescar24,

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 if your account is already verified and if yes, since when exactly? Was your balance converted into real money once you finished the wagering? Was it also capped or only the casino did it after requesting a withdrawal? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account is still not verified, I submitted my documents for verification and it was denied. I took a screenshot of my winnings, it was converted to real money but never converted to withdraw-able. I sent an email to the casino right after I hit to see why the balance was not withdrawable but I later realized I had to go through the play through amount to reach the bonus requirements. By the time they responded I had played the play through and the bonus was also gone: I’m not sure If me sending the email was where I messed up but the claim the system did it automatically.

The last time I spoke to the casino it was asking them to fix this and they have yet to respond.

Hello Franchescar24,

If the jackpot win was during the wagering process, it is natural that the money was deducted after finishing the wagering requirements as it has a maximum win amount. Only the balance after finishing the wagering may be counted as real money.

Can you please clarify when did the jackpot occur and also forward your betting history to nikolas.b@casino.guru?

Dear Franchescar24,

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.