Sunrise Slots Casino - プレイヤーの賞金は没収されました。

First they took my winnings off a no deposit bonus. Even after I made it through the playthrough. Then I made a deposit of 14 dollars and won 100.00 then they took that and aren't telling me why.

Dear lordlongloin,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm that you passed the KYC verification?

Have you made any successful withdrawals from this casino in the past?

Could you please specify what kind of bonus did you play with? Please bear in mind that according to the Terms and Conditions:

4.All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Yes my verification was verified by the casino. I will attach a screenshot. They also tried to give me my 14$ back but they have a minimum that exceeds my 14$ amount. And seeing as how they kept the 100$ I won off the 14$ the first time, that won't work. The bonus was won of a free 20 spin chip originally. And no I have never withdrew from Sunrise before.

Thank you very much, lordlongloin, 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.

Great thank you

Hello there,

Thank you lordlongloin 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 were the player's funds confiscated and what can we do to help resolve this issue.

Thank you!

Greetings all,

I had a look and there is a lot going on here, for sure. Firstly only one free chip is valid between cash deposits. The win in question was on the 3rd consecutive free chip (in this account) without subsequent cash deposit making any win ineligible for withdrawal. Additionally we have multiple active accounts which have received free chips as well (one account per player or household is allowed), and it appears you are using a VPN from a different country lordlongloin. VPN usage is also a violation of the terms and conditions of the casino.

I'm afraid there would be very little I could do to assist in this situation.

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

Best wishes,

Nick and Sunrise

Dear lordlongloin, Nick has provided us with evidence of these violations of terms and conditions and therefore we will have to reject this complaint. 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.