The player from Sweden had claimed a free bonus and successfully wagered it. When he requested a withdrawal, he encountered an issue which stated that multiple free bonuses had been claimed without a deposit in between. The chat support representative had assured the player that he was not entitled to withdraw the money without making a deposit between free bonuses, which contradicted the player's understanding of the terms and conditions. The player had expected a payout of $100. However, we clarified that the casino's terms had required a real-money deposit to be made between redeeming free bonuses. Despite extending the response deadline multiple times, the player had failed to provide the necessary information, leading us to reject the complaint due to lack of response.
Sunrise Slots Casino - Player struggles with casino's bonus withdrawal rules.
Amount: $100
Sunrise Slots Casino
Safety Index:Below averagePlayer stopped responding
REJECTED
Case summary
Dear csebastian,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
If you are aware of redeeming more than one Free bonus without placing a deposit, sadly, there is not much we can do to support your case at this time.
However, please do not hesitate to forward your cashier and bonus histories to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.
Thank you in advance for your reply and understanding.
Best regards,
Petronela
Dear csebastian,
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.
Hi Petronela and thank you so much for your feedback.
I spoke to the chat one more time and they indicate that my country is not allowed to receive the "Welcome Bonus" - but redeeming a Free Chip with a deposit after the welcome bonus from a Swedish IP should apparently be no problem. The bottom line here is that they refer to subtle and at the same time objective rules, which gives many spaces to a high risk of scam (relatively, actually very high) and no trust in free spins and only advertising, advertising and deposits. On the other hand, I can think how the hell a BTC ext. may take 6-10 business days. I didn't get an email even when I had my $223 APPROVAL (because in the rules it says free chips _UNDER_ $50 max withdrawal $100, took out $100 as said first but was declined and the same minute APPROVED as $223.??.
This is scandalous.
Are all enclave casinos the same, one begins to wonder..?
I apologize for the delayed response. Do I understand correctly that your winnings were denied due to your country of residence? Thank you.
Dear csebastian,
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.
Yes, partly because of my home country and partly because I, what was it again... I referred to...
They wrote in the chat the second or third time that I didn't make a deposit between each coupon like...
This comes up on sunrise slots if you try to get free spins without using a deposit and in case the coupon is invalid:
"WE ARE SORRY,
The coupon code "SSSSSSSS" was declined
Reason: Requires deposit between fixed amount"
Thank you, csebastian, for the clarification. Unfortunately, we won't be able to offer assistance. This rule is common in the terms of several casinos, and it's not uncommon for players to be required to make real money deposits between redeeming free bonuses. In this particular casino, the rule is articulated as follows (here):
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.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
That they don't spend ten damn minutes out of ten thousand hours to make the casino a simple script that makes it illegal to redeem a coupon if you haven't made a deposit before or between previous bonuses/deposits. Referring to the previous post that gave an example of when that didn't work, this coupon did. Most of the time jsg would withdraw 100 dollars, six months ago, they refused it and sent the money back to the account at sunrise. This time APPTOVED to then say, after I contacted them, that it is impossible to get the money back because they are "provisioned" to the black hole. Thank you Sunrise.
The example regarding coupons that gave free spins no deposit was from their sister casino, where free coupons could be redeemed but this particular free coupon did not work due to no deposit...
I completely agree that it would be optimal to avoid accepting any promotional code that could result in voiding winnings later. Nevertheless, given that this is a No Deposit Bonus and you haven't incurred any actual losses, our stance is somewhat more lenient in favor of the casino. Please understand that if you haven't made any real money deposits after redeeming free bonuses, we won't be able to help you recover your winnings.
Dear csebastian,
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.
I am a depositing player. If they screw it up, it's up to them. Ten days to get some btc... Ugh.
Dear csebastian,
- Can you provide information on the timing of your latest real money deposit intended for gameplay?
- I've attached the forwarded screenshot, and I observed that the deposits were made solely to verify your payment method for withdrawing winnings from free bonuses.
Looking forward to hearing from you.
Dear csebastian,
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.
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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