Sunrise Slots Casino - The player's winnings were voided.

I used my comp points, which were worth $13.70, on May 27, 2023. I looked up the cop play regulations on their website, which stated that there was a $100 minimum withdrawal requirement and no maximum withdrawal as well as 30x wagering restrictions. After almost two hours of play, the jackpot feature in "mighty drums" occurred, and I won the grand prize. I have $7759.30 in both my real and withdrawable balances. Coindraw permits withdrawals of $2500 per week, according to a message I received. My balance was $5259.30 when I altered the amount to $2500.00, and it queued.  It was not long before I realized I should take screen shots just in case an issue was to arise and upon checking my account, there was no balance. My $2500 withdrawal was still in the queue when I looked to my transactions, but there was a promo credit withdrawal that had been requested for $5259 and had been accepted for $5259. I contacted customer service via chat and i was told that when I requested the withdrawal, it removed my balance as it is non-cashable. As far as the $2500 withdrawal, I will receive only $100 because that is the maximum. I uploaded a snippet of the rules to our chat, and she put me on hold. Upon returning to our chat she said, I am sorry for the confusion but there is a mistake. The payout rule from comp points is 1x maximum. I asked her what she meant and if she implied there was a typo. She said, "I will forward this issue to the relevant team to update our terms & conditions." I appreciate any help you can provide.

Hello pharmalpn,

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 if yes, since when exactly? When was the last time you deposited into the casino? Did you have any active bonus prior to claiming the comp points? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I don't know exactly when my account was verified but it's been well over 6 months, and I have received a payment from Sunrise Slots in the past. I did not have an active bonus and the most recent deposit I made was on 05/26/23. I did reach out to customer service today. I have included a copy of our chat. Thank you.

It’s been over 24 hours since the first agent I spoke to said she would inform the relevant dept. as to the error on their T&C and rules. I would think they would see this as a major error that needs correction. I am sure I wasn’t the first to have this problem and I won’t be last. Unless there isn’t any error.

Hello pharmalpn,

Is it possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru for further review?

Please close this case as it has been resolved. Thank you for taking time to assist me in this matter.

Dear pharmalpn,

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,

Casino.Guru