Sunrise Slots Casino - Player's winnings were confiscated.

Okay what's going on is I got a no rules bonus a deposited 50 it gave me 241 I had one a few jackpots playing that I was up to a couple thousand dollars try to cash out it wouldn't allow me to cash out they deducted the bonus amount from My overall amount of my account and then I continued to play getting all the way up to you at 1.20,000 played it back down to around 12 something try to do another withdrawal instead of trying to do the 2500 Max I did 500 it allowed it to go through the next day I wake up to play and my account is at zero I call and talk to them they said that I played games that weren't allowed to be played I said but it was a no rules bonus I looked into their terms and conditions they didn't have anything for no rules bonus in their terms and conditions so they tried to give me $500 and I said I wasn't settling for that then they tried to give me $56 back my deposit I wasn't settling for that said it's false advertisement for them to say it's a no rules bonus and then it to have rules attached to it and if you play any other bonus it won't let you play restricted games but this would let you play restricted games apparently so I asked him I said then why do you have games that you're not allowed to play on your site that's like walking into casino and playing craps and them saying you can't play craps and take all your money away which we both know that wouldn't fly I just want what I earned what I won fair and square and they're trying to screw me out of it so they took off the no rules bonus on their website and now they put down no limit bonus and they changed their tournaments and conditions after the fact

Dear Kainejk1126,

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 you activated this bonus?

Did the casino specify which restricted game you played? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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,

Kristina

I won playing roulette and shooting fish it let me play both games without a problem and usually when you have an active bonus and you go into a restricted game it won't let you play it at all so considering it was a no rules bonus and it let me play there but besides that I had one $3,000 on the slots before I ever went and started playing roulette and shooting fish tried to cash out for $2,500 the max it wouldn't allow it it deducted the bonus amount from my account so I figured any funds from there on out or mine in 100% clear to play whichever games I please didn't want me to play the games and why the hell do they have them on their site if they won't honor it

After I won and try to cash out then all the sudden they were restrictions to this no rules bonus I even called him out on it and their terms and conditions that it didn't have a specified no rules and no bonus in there and they changed it and added that in there

Thank you very much, Kainejk1126, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi Kainejk1126,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Sunrise Slots Casino to the conversation to participate in the resolution of this complaint.

Greetings all,

Just confirming that the situation has been reviewed on my end and Peter and I are discussing the case externally for some time now. Once there is a finite result one or both of us will comment here with the outcome.

Best wishes,

Nick and Sunrise Slots

Hi Kainejk1126,

I will get back to you as soon as we clarify the situation.

Hi Kainejk1126,

Sorry for the delay. We will now continue discussing your issue. I will keep you updated.

Any news ?

Hi Kainejk1126,

We are still discussing the issue. From our point of view, we believe that you should get paid in full. We also understand the casino's position, however, the way the bonus is advertised is quite unfortunate. We will reach a conclusion soon. I will keep you updated.

Thank you

Greetings Kainejk1126,

We all genuinely appreciate your patience in the matter, this is a complex issue we are working hard to find common ground on.

Best wishes,

Nick and Sunrise Slots

Nick this entire situation sucks because your site is by far my favorite site and not playing on there is depressing having to try all others just sucks cause when you find your site there's no other this feels like a bad break up and all you want to do is just get back together and in any relationship we have to give and tack and in the big picture this is small money to you cause as we both know the house always comes out on top I just hope this ends soon so we can keep doing business together

You said you see the casino's position in this but what exactly is the position

Hi Kainejk1126,

Basically, the casino's arguments are that all bonuses come with a set of rules, no matter the name of the bonus, and that the casino doesn't offer any bonuses that allow the games you played. However, we find the advertising misleading and are convinced that the restricted games should be enforced on the software level or there should be a very clear warning. I'm waiting for the final statement from the casino in order to reach a conclusion.

Can you mark this down as resolved I had spoke with Nick and we have come to an agreement

Thank you for your help it's been much appreciated you guys are awesome

Hi Kainejk1126,

Thanks for the update. I'm glad to hear that you and Nick found a solution. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter