The player from Greece initiated a withdrawal request, but the request got canceled twice due to alleged system errors and accusations of VPN usage from the casino, both of which the player denies. The complaint was rejected because the player didn't respond to our messages and questions.
Sunrise Slots Casino - Player's withdrawal requests are being cancelled.
Amount: €500
Sunrise Slots Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
Translation
I made a withdrawal request on 26th June using coindraw method, the maximum waiting time with this method is 7 calendar days, the request was canceled on 3rd July and on chat they told me that it is a system error, I made another request on 3rd July and it was canceled again on chat this time they said withdrawal was not approved because I was using vpn, this is a lie from their side, please help.
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10 months ago
Dear lazarosbot,
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. Did the casino confiscate your winnings or have they been returned to your casino account?
Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
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
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10 months ago
Translation
I asked the casino to close my account, the chat rep explained to me that I can't withdraw because of the vpn, but that's a lie, I reset my account and asked for a deletion as there is no reason to deposit with this company again , it was a big lie on their part to not pay the winnings, I have all the conversations in pictures..
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10 months ago
Thank you for your reply, lazarosbot. Unfortunately, the vast majority of online casinos prohibit players from accessing the casino with an active VPN. Do I understand correctly that the casino confiscated your winnings? Additionally, since you have asked for your account to be closed, does that mean you no longer wish to pursue this complaint?
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9 months ago
Dear lazarosbot,
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.
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9 months ago
Translation
I never used a vpn there is no reason to do such a thing, it was a lie from the casino to cancel the winnings, yes I asked the casino to close my account
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9 months ago
Did you still have the winnings in your casino account when you asked for it, or did the casino confiscate them prior to your account closure request?
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