Sunrise Slots Casino - Player's winnings were capped.

They continue to state that my withdrawal was capped at 100 usd despite the email which contains the bonus and link i used to sign up stating the terms as up to 500 usd withdrawal allowed. It is a clear and blatant scam as they refuse to pay out the other 70 of my 170 withdrawal.

Dear carcrasher43,

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 the bonus was partly a free chip and partly free spins? What games did you play while wagering the bonus?

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

Dear carcrasher43,

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.

the bonus was for a free chip and for some free spins. they each had their own terms as I showed in the picture provided.

Thank you very much, carcrasher43, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello carcrasher43,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Sunrise Slots Casino to join the conversation and participate in the resolution of this complaint.

Dear Sunrise Slots Casino,

According to a screenshot provided by the player of the rules for the bonus mentioned, the bonus could be cashed out for $100 -$500. Can you please clarify why the player's winnings were capped at $100?

Kind regards,

Adam

Greetings all,

I've reviewed the account and the bonuses in question (there were 2 in play at the time both with $100 min/max cashout). Normally only one free chip is allowed between deposits however the 2nd free spins chip was allowed and $100 was approved and paid per the terms and conditions of the bonuses.

Supporting evidence has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Sunrise Slots

You're very disingenuous. I only used one free chip. The free spins were credited to my account automatically as stated in your terms whether I wanted them or not. Yet you try and make it seem as though I did something wrong. You're scam artists getting people to sign up under false pretense.

Hello carcrasher43,

The casino has supplied evidence showing that a second free spin bonus was redeemed with the code 15SWEETS.

Can I ask you to clarify if you used this bonus, and if you did was it also from information by e-mail?

Kind regards,

Adam

yes i did use it, and yes it was sent via email as a promotion.

Hello carcrasher43,

Thank you for the additional information. I am awaiting further response from the casino via Skype, I will update here when I have received a reply.

Kind regards,

Adam

Greetings carcrasher43,

Adam and I have been in contact regarding this since Monday, I believe they are discussing the situation internally. I'll certain he will be back with us once they have reached an outcome and back in touch with me should he require further information.

Best wishes,

Nick and Sunrise Slots

Thank you.

Dear carcrasher43,

I apologize for my delay in replying.

After discussing this complaint and reviewing all of the information provided, it has been decided that we are unable to assist any further with this case.

In the first e-mail you received, the maximum cashout was displayed as $100 - $500, but you have only received $100 of your $170 withdrawal request.

While I agree that this is not correct, and you should be paid as advertised, the problem here is that you have also then claimed a second free bonus, without making a deposit in between.

Unfortunately, this is directly against the terms and conditions of the casino, and consequently, there is nothing further we can hope to achieve.

Due to the reasons explained above, the complaint will now be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam