The player's winnings were voided as the voucher he used expired. After some discussion, an agreement was reached between the casino and the player, and the matter was considered to be resolved.
Sunrise Slots Casino - The player's winnings were voided.
Amount: 100 ₮
Sunrise Slots Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.6
Sunrise Slots Casino has a Safety Index of 5.6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
They gave me a bonus of 35, I met the requirements, try to withdraw a minimum of 100 dollars. And now he contacted me and he tells me that they located it, the voucher does not work. And I can't withdraw the profit. When I said I was going to report they left the chat
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1 year ago
Hello Nelimal,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sunrise Slots Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and is yes, since when exactly? What kind of bonus did you use and where did you get it? Did you ever deposit into the casino? When was the last time you speak to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
if I am a verified user. I received a free 35 usd voucher by mail. I met the requirements to withdraw the bonus. Of which I was going to withdraw 100 usd the minimum to withdraw and what I earn. I spoke with support on Tuesday about why my deposit was denied. And they told me that the voucher is not for my location
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1 year ago
Translation
They sent me that voucher on January 5 
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1 year ago
Hello Nelimal,
As long as you received the bonus and did not breach any bonus terms, the casino should also pay out the winnings from it.
I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello Nelimal,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Sunrise Slots Casino to join the conversation and participate in the resolution of this complaint.
Dear Sunrise Slots Casino,
Can you please clarify the reason for voiding the player's winnings?
Kind regards,
Adam
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1 year ago
Translation
Hello, thanks, as they explained to me about the casino.!!! The reason withdrawal request was denied because it is not allowed to redeem Welcome FC based on country restriction.
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1 year ago
Dear Nelimal,
I'm glad to hear that your issue has been resolved successfully. 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,
Adam
