Sunrise Slots Casino - Player's withdrawal was denied.

I had won 100 from my free coupon and it does say i can withdrawl 100 from my winninigs So i send my info and eveything was approved than i had to make a deposit which i did so it was approved than all the sudden they said i had another account which was a lie than. They said i wasnt approved but i was like they kept making stuff up than finally. The agent said it went threw so today i checked and the manager withdrwl my winnings and the agent said i was denied like. Yall said i approved now denied. Thats just scam

Dear annj2115, 

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

No Thats my only account and i didnt have a active coupon. I played the coupon played Till i can withdrawl than made a deposit too and played so. Ya they screwed me over

Let me ask you again, please. Is there any possibility that someone in your household or sharing the same IP address might have also registered an account with this casino?

No and that was even the case anymore they kept switching it around saying my coupon was not for withdrawl so and so so no thats my only account. They scammed me and thats it smh

Thank you very much, annj2115, 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 annj2115 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 is this withdrawal denied and if we can do anything to help make it quicker.

Thank you!

They scammed me

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,

Thanks for your patience once again. I've had the opportunity to review the situation and unfortunately there is nothing that I can do to assist. The win in question stemmed from a free bonus among many free bonuses without any subsequent cash deposits separating them which according to the terms and conditions of the bonuses and casino makes it ineligible for withdrawal.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Sunrise Slots

Thats a lie. I did deposit And it said i can withdrawl 100 from my free bonus so ya yall scammed me

Dear annj2115, I have reviewed the information from Nick and came to a conclusion. There have been multiple free chips redeemed without a deposit made between them which is against the terms of use as seen here:

5.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.

Due to this, you won't be able to withdraw any winnings. 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.

Best regards,

Peter