Sunrise Slots Casino - Player's winnings were voided.

I have been winning free tournaments on this casino, my mayor winnings were 3 first place of $1,000.00 each on the last week, I have been depositing money into the casino to be able to play this tournaments, today I checked the status of my last 2 withdrawals on that amounts of $1000 and $1500 (approx) and the status on my transaction history said they were denied and the next transaction showed a "manager withdrawal" of all of my balance including the balance in my account of $74.00 and the two last withdrawals mentioned above leaving my account in $0.00 

So I contacted customer service later on to inquire about a coupon denied and this agent stats to tell me that "unfortunately" my winnings have been voided because I used 2 "free chips" in a row when I had my large balance (which is not true, I have the transaction history to prove it) , and she was claiming we had talk about this just a couple of days ago which is totally not true, (I have my phone records that will proof this too). She said that they had sent me already $100.00 to "make up" for this loss and that the wire transfer has been approved already, which probably the same wire transfer that I’m expecting to receive since Feb 3 at 12:33pm when it was approved on the amount of $130.19 been this my first withdrawal on this casino. 

So, I’m very frustrated because this casino has been taking my money I have deposited to play and now when I win big they make up excuses not to pay me.

But still, I kindly wrote an email to the finance team about this "misunderstanding" inquiring about this big withdrawals and what I was told today by customer service via phone call. 

please find attached all evidences and in case you need more please let me know I’ll provide more if need it.

Regards,

Dr. L***

Dear dralililopez,

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

I have reviewed the casino's terms and conditions and found this https://www.sunriseslots.com/en/terms-conditions:

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to redeem the second No Deposit Bonus.

However, can't say I am sure how this relates to your winnings from the tournament. From the history of your account you submitted, I can't determine when you supposedly claimed no deposit bonuses. Would you be able to show us when that happened? Could you please explain what were the rules of the free tournament you entered and won?

I’ll look forward to your reply.

Best regards,

Tomas

Details of my sunrise slots complain 

So, I won 3 of their $1000 USD free roll tournaments following their T&C and "casino rules", (which are different) so when I tried to withdraw my winnings by submitting 2 different withdrawals request on 2 different days on the amounts of $1000.04 and $1500.19 respectively still leaving on my account a positive balance of $74.00 dollars to be able to keep on playing with, the next day after my last withdrawal request on 2023-02-08 they confiscated my total balance of $2574.19 USD using a "managers withdrawal" procedure, for what they have given me 3 different unsupported versions of the reasons for voiding and declining my winnings and withdrawals.

The first excuse was given by "Alison" thought a more than "weird" phone call, she immediately started to make up things like "oh I remember you" "I just talked to you a couple day ago" and continued to make false claims like "I remember telling you that you shouldn’t use "free chips" because now your winnings are voided" and she even dare to say "but don’t worry we have issued a beautiful $100.00 to you that have been authorized already yo make up for your loss" first of all I had never talked to her before, second, I never used free chips before this winnings, and third she was trying to persuade me with $100 instead of helping me to recover my winnings of more than 10 times that ridiculous compensation.

so I email the finance team and Alison responded to me again now as a payouts email agent and then she game me a different reason of why my last 2 mayor withdrawals(mentioned above) were denied. And quote:

——

Hi Liliana

Hope all is well today

As per notes in your account, there is a payment sent to our processor on 02.07 for $122.69 and now we need to wait for our vendor to confirm the transfer to your bank. As soon as we do, we will let you know. 

The other 2 requests were denied due to multiple free tournaments in a row. And the amount that was deducted was $2574.19. 

Please be advised that according to the TC on our web site a manager withdrawal is used:

https://www.sunrisecasino.com/casino-rules/ 

An approved "Manager Withdrawal" represents a portion of your balance that was removed because it was not eligible for withdrawal. This amount could be Bonus funds (which are non-cashable) or because you have exceeded the Maximum Withdrawal Amount on your last bonus, with excess funds removed.

Keep in mind that none of our bonuses are cashable therefore said amount will always be removed from the requested amount.

Regards

Allison

——

unquote.

So again, this are 2 different and unsupported reasons of why they declined my withdrawals and confiscated my whole balance in my account

now she’s claiming that I played multiple free tournaments in a row, which is true but what is unsupported is that in more than 3 times I had deposited via Litcoin crypto currency previously to a tournament winning and one of this tournaments winnings was for $1000.00 on 2023-02-05 added to my account at the end of such tournament at 8:05pm ET. So they still owe me this mayor win as I followed their "rules" to win it.

I have to mention that I had previously applied for a withdrawal on the amount of $130.19 and was approved on 2023-02-03 at 12:33pm ET but i haven’t receive yet, so that is probably the "compensation" Allison was referring to looking into my account records, however the numbers still doesn’t match…

Nevertheless, their other explanation of when the "manger withdrawal" is enforced doesn’t apply to my case either because I didn’t use any bonuses to win this tournaments. Both of this last excuses are busted too. However they keep on claiming on their last email reply by the finance team representative NATHAN G*** that those withdrawals were denied due to multiple free tournaments in a row, without recognizing that I had deposited before some tournaments and accordingly to the rules I’m entitled to those winnings. So right there they are violating their own rules.

Besides an other red flag that I encountered on my research of the T&C of this casino is that they have hidden information on a different section called "casino rules" about the specific rule of playing free tournaments in a row. Information that is NOT available on their main T&C section. So with this they mislead to the players to keep on playing free tournaments trying to win big for later do what they did to me and void and confiscate their balances even when they have deposited for it.

My last observation is that Allison provided me with an inexistente or wrong link to review the T&C as I quoted before on her email response.

If more information needed please let me know I can provide any proofs I have several screenshots and records regarding to my case.

have a nice day,

L

I fully understand your frustration, dralililopez. Thank you very much, for providing the necessary information and a detailed explanation. I will now transfer your complaint to my colleague Andrej (andrej.p@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.  

Thank you very much Tomas!

Dear dralililopez,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue. In the meantime, if there’s any relevant communication between you and the casino, please forward it to andrej.p@casino.guru (you can also post it here directly).

I would like to invite the representative of Sunrise Slots Casino to join this conversation.

Dear Sunrise Slots Casino,

Could you please explain your point of view and clarify the reasoning behind the decision to void dralililopez’ winnings from Free Roll Tournaments as well as her entire remaining balance? Was the alleged breach connected to the use of multiple free chips in a row without depositing in between or participation in a second Free Roll Tournament without placing a deposit after participating in the previous one, which would technically constitute a violation of the clause found in the second occurrence of the Rules of Free Roll Tournaments in the Terms and Conditions?

Hello everyone,

I just want to make clear that I understand that I played multiple tournaments in a row but I have proof that I had deposited between some tournaments like this one:

so why this win of $1000.00 was voided too?

and like this I have more tournament wins like one of a win of $100.00 with a previous deposit:

Now, I’m still waiting to receive the approved wire transfer on February 3, on the amount of $130.19.

Those are the most relevant points at the moment.

Thank you for your time and consideration.

Dralililopez.

Greetings all,

Wow, there is a lot going on here. I have reviewed the situation and I can see that there was one clean win which was approved for $130, payment was issued by the casino to our 3rd party payment providers on the 7th of February for disbursal as a wire transfer. Once paid out to the 3rd party by the casino it is generally 3-10 business days on delivery but can sometimes be delayed beyond that due to transfer volumes or other reasons on the 3rd party end. Currently we are at 9 business days since paid by the casino, hopefully it comes in shortly. Should it be delayed much further than 14 business days I can request further review however for the moment we need to wait and see if payment arrives.

I can also see you love free tournaments dralililopez, and though as you say you deposited between "some" tournaments, it is necessary to complete each play session as close to zero as possible, make a cash deposit, complete the session with the cash deposit, then you are free to begin the next free play session. As Andrej mentions above there needs to be a cash deposit separating each free slot tournament session. The subsequent withdrawal requests were after multiple free tournament sessions with no following cash deposit to separate them and thus were denied for withdrawal.

Though not related directly I need to mention that depositing on top of a standing balance over $5 results in a situation called "mixing funds", this is when you have two types of money in your account with very different sets of rules. I am mentioning this because I can see that you almost never complete a session before making a cash deposit dralililopez. Your tendency is to deposit because you feel you are winning and want to continue to play or bolster your standing balance with additional funds. In the future please pay close attention to this as it can come with some unfortunate consequences should you request a withdrawal from game play involving mixed funds.

Best wishes,

Nick and Sunrise Slots

Hello sunrise slots casino:

Can you please provide me with the reference number for the wire transfer that you mentioned has been sent? I would really appreciate it.

for the other part I’m not still satisfied with your explanations, I need numbers and screenshots on your part please… I believe you should be able to provide the exact records of what you are referring to on your explanations.

Regards,

Dralililopez

Hello everyone

i received this email

as soon as I receive the transfer I’ll contact my bank to make sure everything is ok.

i just want to make sure that the transaction number that you provide is the correct "transaction reference number" so I can follow up with my bank…

thank you

Hello everyone,

The wire transfer for $122.69 has been received

thank you

Thank you, Nick, for providing the explanation and dralililopez, for the updates.

This case will be subject to our internal discussion results of which will be shared by the end of this week.

Dear Nick,

In the meantime, could you please advise if there is a reason why this requirement is mentioned only in the second occurrence of the Rules of Free Roll Tournaments in the Terms and Conditions?

First occurrence at the beginning of the Terms & Conditions:

Slot Tournaments

...

Free Roll Tournaments:

Free Roll Tournaments are Tournaments which do not require that players pay a registration fee.

Prizes won in a Free Roll Tournament are added to cash balances and may be withdrawn from the casino.

Any winnings from Free Roll Slot Tournaments may be used to play in real money casino games. These winnings are subject to a minimum withdrawal amount of $100 and a maximum withdrawal amount of $1,000.

Second occurrence, part of the 'CASINO RULES' section:

Tournament Rules

...

Free Roll Tournaments

Free Roll Tournaments are Tournaments which do not require that players pay a registration fee.

The Player may not consecutively play in Freeroll tournaments. Should a Player play in one Freeroll tournament, the Player must make a real money deposit into his account to be eligible to play in a second Freeroll tournament.

Prizes won in a Free Roll Tournament are added to cash balances and may be withdrawn from the casino.

Any winnings from Free Roll Slot Tournaments may be used to play in real money casino games. These winnings are subject to a minimum withdrawal amount of $100 and a maximum withdrawal amount of $1,000.

Greetings Andrej,

Honestly it's merely an oversite on our part, thanks for bringing that to our attention. I'll see what I can do to get that remedied promptly.

Best wishes,

Nick and Sunrise Slots

Dear Nick,

Could you please explain why exactly there’s the need for players participating in a Freeroll tournament to make a deposit before participating in another Freeroll tournament (and complete each playing session as close to zero as possible)? Is there any way for players to gain any advantage if this condition is not met?

Greetings Andre,

Freeroll tournaments are an extremely popular player benefit, people love them and so we are happy to accommodate. Free is a bit of a misnomer as they are free to play and cash out on the player end however (as with all freebies issued) we pay the game provider for the benefit on our end, thus we reserve the right to limit players to one tournament between cash deposits.

Best wishes,

Nick and Sunrise Slots

Thank you, Nick, for the reply.

To be able to fully assess the situation, we would like to ask Sunrise Slots Casino team to provide the relevant game logs, including the transaction history from dralililopez’ gaming account where the information about the times when the deposits in question were made as well as periods where she was participating in free roll tournaments are recorded.

The information can be forwarded to andrej.p@casino.guru.

Dear Andrej,

I have those records too, if you like me to forward them to you too for comparison, I can…

Regards,

Dralililopez.

Greetings all.

Just confirming that Andrej and I are in touch regarding this case, there is quite a bit of information to review here. Thanks for your patience dralililopez.

Best wishes,

Nick and Sunrise Slots

Thank you, dralililopez, for providing a detailed explanation of the situation and sharing your insights via e-mail.

This case is subject to an ongoing internal discussion. The topic will be brought up at our next internal meeting, which is scheduled for Wednesday this week.

As additional time is needed to review all the provided information and evidence, I’m extending the timer by 7 days.

Thank you for your understanding.

Thank you Nick. Thank you Andrej.

L.

Thank you all for your patience. After discussing this situation internally, we’ve reached a decision.

There’s no doubt that dralililopez played consecutively in multiple Free Roll Tournaments without placing a deposit in between and that Sunrise Slots Casino acted in line with its Terms and Conditions. Nonetheless, at Casino Guru, we believe that creating a fair and safe environment should be one of the main priorities of great online casinos, thus, this situation not only could but also should have been prevented by action on the casino’s side. In this case, it means that dralililopez should not have been allowed to enter a tournament in all instances where she was not eligible to.

Now, we’re talking about tournaments participation in which is free. Bet amounts are not deducted from players’ balances, however, players have the option, within the tournaments, to buy features with real money, that basically increases their chances of placing higher and winning the prize pool. Based on the provided information and evidence, it’s clear that dralililopez was buying these features in some of the tournaments she participated in and withdrew from, and in all tournaments she won larger amounts from. Simply put, she was risking funds from her real balances to win these tournaments, therefore, we believe that the fact that players can participate for free initially, cannot be considered an extenuating circumstance in this case.

Given the fact that the player’s participation in these tournaments wasn’t completely free of charge, the fact that the conditions of participation in the tournaments weren’t set out clearly enough at the time (as the condition saying that players need to deposit in between the tournaments was only mentioned in one of two instances of Tournament Rules found in the T&Cs), and the fact that we believe that this situation could and should have been prevented, we believe that despite the circumstances, the decision of the casino to void the disputed wins after the fact was not fair.

Lastly, since all balances from dralililopez’ gaming account that were connected to the winnings from the tournaments were void, we would like to kindly ask Sunrise Slots Casino team to explain what happened to the void wins, specifically the one from 2/6/2023 8:05:01 PM.

Greetings all,

Just confirming that we are discussing the situation internally here on our end and I'll get back with a reply once I have further information.

Best wishes,

Nick and Sunrise Slots

Thank you, Nick, for the update. I’m setting the timer for 7 days. We’ll wait for further updates.

Hey all,

We'll need a bit more time on this, thanks for your patience and understanding.

Best wishes,

Nick and Sunrise Slots

I’m extending the timer by 7 days. We understand that the matter needs to be discussed in detail and might involve multiple internal processes.

Thank you all for your patience and understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

We have discussed this extensively internally and though we understand the opinion of casino.guru in principal the fact that the funds being re-wagered from the real balance stemmed almost entirely from multiple consecutive free tournament play would still render the balance ineligible for withdrawal.

There is no question the terms and conditions had an unintentional omission that could have been misleading thus I feel there should be a compromise here. I have reached out to dralililopez via telephone with an offer, hopefully we can come to a resolution based on this.

Best wishes,

Nick and Sunrise Slots

Thank you, Nick, for the update.

As explained earlier, we believe that despite the circumstances, dralililopez should either receive all of the winnings in full or alternatively, an acceptable solution would be to retract the last win, while approving all her previous winnings. But only if this win would be paid out to the participant who placed ‘next in line’ in the last tournament.

Lastly, could you please advise what will happen to the unpaid part of the disputed winnings, should a compromise be reached in this case?

We will take your remarks into consideration and further discuss this situation internally in the meantime.

I’m setting the timer for 7 days.

Dear dralililopez,

Please be informed that this matter is still being discussed with the representatives of the casino in a private conversation.

As additional time is required to reach a conclusive outcome in this case, I’m extending the timer by 7 days.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

I realize that it appears that I am just running out the clock on this however I assure all involved that this not the case, it is a complex issue. Hopefully casino.guru management and I will be able to schedule a meeting to further discuss this (and other directly related issues) and we can finally have a finite answer. Apologies once again for the delay.

Best wishes,

Nick and Sunrise Slots

Dear all,

Confirming that this is still being discussed outside this thread. We hope we’ll be able to hold the meeting as soon as possible.

As we’re currently waiting for Nick’s response, I’m extending the timer by seven days.

Thank you for your understanding.

Greetings all,

It appears we have a scheduled meeting between myself and the casino.guru team on Friday to discuss this and other related cases. Thanks so much once again for everyone's continued patience in the matter.

Best wishes,

Nick and Sunrise Slots

Dear dralililopez,

Please be informed that the mentioned meeting took place yesterday. One important aspect of the matter was brought to our attention, namely that we haven’t previously taken into consideration the fact that each of your tournament wins was subject to maximum cashout. To calculate the exact amount we believe you are eligible for, taking into account all relevant facts, we will need additional time to reassess your case. Thus I’m extending the timer by seven days.

Thank you for your understanding.

Dear all,

Due to delays on our end and due to the nature of the matter (mainly that this involves multiple cases that need individual assessment), we will need additional time to review and assess all relevant facts before we proceed. I’m therefore extending the timer by additional seven days.

Thank you all for your patience and understanding.

Hi Andrej!

I just want to make sure you know, I understand the complexity and you guys should take your time as needed. I’m patiently waiting don’t worry…

Dralililopez

Dear dralililopez,

Thank you for your understanding. Please be informed that the issue continues to be assessed and is discussed with the casino representative

Due to further possible delays related to upcoming events and certain proceedings directly related to this issue, I’m setting the timer for 14 days.

I truly hope we will be able to come back with an update in a reasonable time frame.

Hello all,

I would like to confirm that the discussion regarding this matter as a whole is still ongoing. We’re currently waiting for the casino representative to answer a few specific questions regarding the mechanics of the tournaments in question and/or a confirmation on the suggested meeting.

I’m setting the timer for seven days.

Dear dralililopez,

Please be informed that another meeting with the casino representative to further discuss the details of this matter has been scheduled. It will take place on Tuesday/Wednesday next week.

For that reason, I’m extending the timer once again.

I'm hoping next week we get back with a final statement.

Thank you very much Andrej!

Greetings all,

Just confirming that Andrej and I did have or meeting earlier in the week, there may be some continued discourse required however every effort is being made to move forward on this case.

Best wishes,

Nick and Sunrise

Dear all,

Thank you for your patience. I confirm that the matter was discussed with Nick, after which it was subject to our internal discussion.

Firstly, I would like to point out the fact that at the time dralililopez was participating and winning the free roll tournaments, the rule stating that players were supposed to place a deposit in between each respective tournament entry was only mentioned in one of the two instances where the rules of the free roll tournaments were mentioned in the Terms and Conditions. In this case, this apparently was the reason why the player was not informed properly about the rules of the tournaments she was participating in.

At Casino.Guru, we would like to see conditions such as the one in question here being enforced at software level so that players can’t break the Terms and Conditions by accident.

Now, considering that the rule was (but also in a way wasn’t) mentioned in the Terms and Conditions, then considering the fact that the rule is not in any way enforced by software, and also considering the number of tournaments dralililopez won a prize in, while only having made a single deposit while playing the free roll tournaments, technically thanks to being able to use just the winnings from previous tournaments to buy Add-ons and Re-buys in following tournaments (thanks to which she has, in a way, gained an advantage), we believe that making a compromise here is the fairest way to go. Our suggestion is for dralililopez and Sunrise Slots Casino to meet halfway in this case.

Hello all!

I agree.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Apologies once again, I injured my back and have been unavailable for some time. I have now reviewed the findings and will need to discuss the situation further with my colleagues.

Best wishes,

Nick and Sunrise

Thank you, Nick, for the update. We’re glad to hear things got better.

We’ll await a statement from your side.

I’m setting the timer for seven days.

Hey all,

I have a strong feeling we are close to reaching some finality on this (and related issues), the situation is being discussed internally as well as with Andrej through private channels and with any luck we can finally put this to rest before too long here. Been quite the ride. 🙂

Best wishes,

Nick and Sunrise

Dear dralililopez,

We were informed by the casino representative that the issue as a whole and the suggested compromise are still being discussed internally within the casino team.

We expect progress to be made in this regard by the end of the week, as promised by Nick. Considering the length of time this topic has been open, we truly that will be the case.

I’m setting the timer for seven days.

Greetings all,

We have discussed the matter at length internally and while there is agreement that the terms and conditions should have included the rule regarding multiple tournaments in both mentions of tournaments within the terms and conditions the rule was in place and mentioned at the time of the win(s) in question. I have been authorized to make an offer of a $750 additional payout for full resolution of this case, otherwise we will unfortunately need to let this case go unresolved.

Thanks so much to everyone for their patience in dealing with this matter, it has been a lot of dialogue coming to this but at least one way or the other, there is an end in sight.

Best wishes,

Nick and Sunrise

Thank you Nick for the update.

Dear dralililopez,

Could you please comment and let us know if you consider the proposed offer an acceptable compromise?

From our point of view, considering the complexity of the matter and the fact that the truth is neither completely on your or the casino’s side, the payout of the sum suggested by the casino team cannot be considered unreasonable.

Hello everyone!

yes I agree! Let’s move on and finish this, I accept their offer and I thank everyone for your patience and efforts in this matter.

cheers!

D.

Hey all,

The funds are now re-deposited into the account, please request them once again for withdrawal dralililopez, then I'll see what I can do to get them out the door.

Best,

Nick and Sunrise

Thank you Nick!

I’ll do that right now but my question is how should I request the withdrawal can I use bitcoins? Or do I have to do a wire-t. ? My preference are bitcoins. Please let me know…

D.

Hey dralililopez,

I would prefer Bitcoin as well. 🙂 Let's attempt Bitcoin and if I encounter issues (I don't think there will be) we will default to wire if necessary.

Best,

Nick and Sunrise

Hello again Nick!

i have requested the bitcoins withdrawal already but I got this email

so I have sent my documents but I didn’t use a credit card so I skipped number 3 is that fine ?

here is proof of withdrawal method used

thank you again and have a good day at work!

D.

Hey all,

I think we're good over here, all is as it should be in casino the account, the request for withdrawal has been approved, and I have submitted the withdrawal for express payment via Bitcoin. Hopefully we should see this leave the casino in the next business day (perhaps sooner).

Let us know when that comes in dralililopez!

Best wishes,

Nick and Sunrise

Thank you Nick!

I’ll let you know as soon as I get it.

D.

hello everyone!

I have received the bitcoins transfer from sunrise slots now, thank you all!

D.

Dear all,

Thank you for the updates.

dralililopez, I'm glad that after all this time, despite everything, an acceptable compromise was reached in your case. I will now mark the complaint as 'Resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru