Sunrise Slots Casino - Player's withdrawal delayed after using casino's bonus.

Hello, I would like to lodge a complaint about this casino. When I registered, they offered me a free 50 chip on the home screen. I clicked on it and it was added, so far so good. I played a very difficult rollover, and when I talked to them about what I needed to withdraw, they said they needed documents and a deposit to verify the wallet. I did that, but the casino simply swallowed up my money and only returned what I had deposited. I don't find that fair since they were the ones who gave me the chip, so why won't they pay me?

I've been trying to communicate with them now and no one has responded. I ask for your help.

Dear polianasouuza08,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions for Free Chips (here), and this is what I found

However, I would like to emphasize that in case the restricted countries are not mentioned in the terms and conditions or are hidden somewhere, the casino should pay the player. Especially, if the bonus has been offered to the player by the casino and not redeemed by the player. Our position is closely explained in Fair Gambling Codex.

• Do I understand correctly that you haven't redeemed any promotional offers from this casino in the past?
• Could you please if there was any notification when you activated the bonus that you won't be entitled to redeem your winnings later?

Thank you very much in advance for your reply.

Best regards,

Petronela

Exactly, I only rescued it once

And when I redeemed the free chip that they offered me on the home page, nothing was said, I still contacted them about the free chip about what I would need to withdraw the money, they said they needed the documents that I sent and I was approved. and also about a minimum deposit that I made, they didn't tell me anything about it

When I placed it to withdraw, I was only given the deposit back, which is very unfair.

Thank you very much, polianasouuza08, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

Dear, polianasouuza08,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Greetings all,

I have reviewed the situation and I will see if anything can be done to assist in this case.

Best wishes,

Nick and Sunrise

Greetings all,

Apologies for the delay, I am still waiting on a reply from upper management regarding how to proceed. I will let you know as soon as I have further information.

Best wishes,

Nick and Sunrise

Dear Sunrise Slots Casino,

thank you for your cooperation and investigation. I am extending the timer by 7 days.

I'm waiting

Still nothing ☹️

I have a question, could you please answer me via email or here?

It seems like the message I'm sending via email isn't getting through so I'll talk here.

I would like to know if I have to send the same bitcoin address that I used to deposit at the casino and that I made the withdrawal of 10 or could it be another address of mine?

And I would like to know if I can send my bitcoin address right here where you sent me the email, it seems that it is not valid, the message does not arrive

Dear casino Guru, I came to thank you, I received my winnings today! I thank you immensely 🥰🥰

Thanks to sunrise casino, can you resolve this issue?

Dear polianasouuza08,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef