The player from the United States had experienced a sudden loss of winnings. After she had played through the promotional conditions, her balance had significantly dropped due to an alleged coupon withdrawal reversal she had not requested. The Complaints Team, after reviewing the case and communicating with the casino, had concluded that the withdrawal was an administrative function after meeting playthrough requirements, not initiated by the player. The casino had clarified that the player's winnings were reduced due to the terms of the free chip bonus, which had a maximum cashout value of $100. The remaining balance had been played down to zero by the player. As a result, the Complaints Team had been unable to provide further assistance and the complaint had been rejected.
Sunrise Slots Casino - Player's winnings were confiscated.
Amount: $948
Sunrise Slots Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
I just created an account from a promotional email with Sunrise. I redeemed a $35 welcome coupon from said email. My playthough balance was $700. I was up over 1,000 dollars and all of a sudden my balance was $45. I had played though the 700 but as soon as I did they took all of my winnings through a coupon withdraw reversal. I did not request any kind of withdraw because I was in the middle of a game.
Dear jackienallison,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Sunrise Slots Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please send me the email from the casino with the promotional offer you used? My email address is veronika.l@casino.guru.
Please keep in mind that no-deposit bonuses come with a cap on maximum possible winnings. According to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limits to be unfair and predatory only when they're applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from bonus play.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
I have forwarded that email to you. And this is the most recent activity on the account.
They have changed it to denied.Thank you for the email. There is the following information in the footer
The maximum possible winnings from this bonus are capped at $100. I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
Could you please advise if you finished wagering your bonus?
Also, please keep in mind that the bonus code may be used only once.
I did and met the play through requirements. I only played the allowed games. I also did not request the withdraw which only left me 45 which is far below 1000
Thank you very much, jackienallison, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello there,
Thank you jackienallison for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Sunrise Slots Casino for their help in resolving this complaint. We would like to know why were the player's winnings reduced and what can we do to help resolve this issue.
Thank you!
Greetings all,
A coupon reversal is when you have reached your playthrough requirement, at that point the system removes all non-cashable funds (based on maximum cashout for the coupon in play) leaving you with the cashable amount in your account. You were playing with a free chip with a maximum cashout value of $100 jackienallison, the non-cashable funds were removed from the system and you played the balance down to zero. I'm afraid there are no longer any funds in the system and in this situation there isn't anything I can do to assist.
Best wishes,
Nick and Sunrise
I did not request a withdraw. I also do not see how over $1000 dollars becomes $45 if the max cashout is 100? I understand having a playthrough balance which i exceeded but again magically it automatically requested a withdraw accepted the withdraw and then declined my orignal coupon. please tell me how any of that makes sense. Especially when it doesnt have my withdraw information to begin with.
Dear jackienallison, a coupon reversal happens once the playthrough requirements are met not after withdrawal is requested. I presume the withdrawal you're referring to is an admin withdrawal which is just a technical term used in transaction history to refer to the reversal. Unfortunately, as you have played your remaining funds to zero we won't be able to assist you further. Due to that reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Peter
