Sunrise Slots Casino - プレーヤーは引き出しを受け取っていません。

It's been almost a month I've been tying to get my winnings. I was verified a long time ago. My account says manager approval of 450 on Nov 18th and 150 starship crypto approval a d I've seen nothing. I've written them several emails no the don't even respond, I've also tried calling they never answer...this place should not be in business cuz it seems I'm not the only who has had problem getting paid there winnings every complaint seems to be about that.

Dear dreasouza1974,

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. Have you made any successful withdrawals before?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

I won on a bonus but had to make a deposited of 20 usd before i could withdrawal and my withdrawal had to be over 100 after bonus was satisfied , and I did that. Terms of my bonus was fully satisfied. I never was able to make a successful withdrawal with sunrise casino. I tried every possible way threw check ( they say they do not send to usa), wire transfer ( they say they do not do to bank), and BTC (they say they have problems with there server).

Thank you very much, dreasouza1974, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi dreasouza1974,

I've just reviewed your case and fully understand your concerns about the problems with the withdrawals of your funds. I will contact the casino and we'll see what can be done to help you with your issue.

Dear Sunrise Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please provide any specific reason why the player has been experiencing problems with the withdrawals of their winnings?

I hope to hear from you soon.

Kind regards,

Natalia

Greetings all,

I've review the situation and I'll see what can be done to assist. If you could kindly confirm your Bitcoin address for me dreasouza1974 I'm certain that Natalia will be kind enough to lock the comment from prying eyes.

Best wishes,

Nick and Sunrise Slots

Dear Nick and Sunrise Slots team, it is nice to hear from you. As you can see, the player posted the bitcoin address, so I hope that you could help us understand what happened to their withdrawal request.

I'm looking forward to getting any news from you!

Best regards,

Natalia

Greetings all,

Apologies for the delay I was out of the office. Thanks so much for your cooperation dreasouza1974, your player account is now updated with the most current Bitcoin address. I'll see what can be done to get things out the door for you.

Best wishes,

Nick and Sunrise Slots

I would appreciate that, since it's been months already..hopefully somebody can stay in the office long enough to finally pay me my winnings.. thank you have a wonderful day.

Dear Nick, thank you very much for your willingness to cooperate on the player's issue. I will set the timer for 7 days for you, please let me know in this time frame if you'll come up with any solution for the player's problem.

Best wishes,

Natalia

Hey all,

Just confirming that we should be paid in full now, payment went out via Bitcoin a few minutes ago and has been confirmed received in Blockchain Explorer. 🙂

I feel I should explain a bit as the deposit amount isn't what you are expecting here dreasouza1974. The winning balance was as a result of your $35 welcome bonus, this carried a maximum withdrawal amount of $100. Technically only one free bonus is allowed between cash deposits and you cashed and played several without ever having deposited in the casino to date.

This is a violation of our terms and conditions and a violation of the terms and conditions of the bonuses themselves and could be considered cause to make all winnings void. We've ignored this because the initial win and requested withdrawal of $140 was on an eligible chip (your first) and that's just the fair thing to do. However the subsequent winnings are not eligible for withdrawal and have been removed before payout at the maximum withdrawal amount for the chip in play at the time of the initial win, $100 has been paid to you.

I hope this clarifies things.

Best wishes,

Nick and Sunrise Slots

Hello everyone, I would like to respond has to what this gentleman is claiming the issue was.( he is claiming all my winnings came from a free play bonus and I never once made a deposit) That is a bold faced lie, I did in dead make a deposite. Not only that, but before I tried to cash out the casino said I met all requirements and was eligible to receive my full amount of winnings. This casino has made ever excuse not to pay me, and from all the complaints I've read many other people as well. THIS CASINO IS THE MOST UNPROFESSIONAL ESTABLISHMENT & I FEEL A COMPLETE FRAUD. I WILL NEVER EVER PLAY WITH THIS CASINO AGAIN. AND I SUGGEST ANYONE WHO READS THIS STAY CLEAR OF SUNRISE CASINO!!!!

Dear dreasouza1974, I understand you feel resentment because it is not what you expected, so it'll take some more time to resolve your case.

Dear Nick and Sunrise Slots team, I'm glad to hear that you've paid the player, however, I'd really appreciate it if you can send any evidence/proof of what you pointed out in your message to me on skype. We'd like to clear this situation out.

Best wishes,

Natalia

Greetings dreasouza1974,

Had this been true I would have seen this in my review of the case and corrected it for you assuring you got every penny you were due. It's what I do, I'm here to help you. Unfortunately it is not the case, you have been paid in full. I understand you may be disappointed however the casino has fulfilled it's obligation to you at this point and I consider this case closed.

Supporting evidence has been forwarded to Natalia for her review.

Best wishes,

Nick and Sunrise Slots

Dear dreasouza1974, could you please confirm that you received your bonus winnings already?

I'd also like to confirm from my side that I've got the evidence from Nick, which shows that there have indeed been no deposits made to your account. I will ask for more screenshots from Nick to make it fully clear.

Best regards,

Natalia

I just sent two screenshots from my transaction log on sunrise casino..shows proof I did make a deposited..plus the first 80 I won from my no deposit bonus I was told I had to make a deposited to withdrawal, so I did. Then after I made the deposited I still wasn't able to withdrawal I was told until I reached $100. This casino is a joke and I would advise NO ONE PLAY ON THIS SITE IT IS SO FREAKING FRAUDULENT AND SHOULD NOT BE IN BUSINESS.

In the screen shots you can see my bitcoin free spin bonus. That's because I deposited with bitcoin.

And it seems pretty fun that after I was able to log into sunrise to get a few screen shots of my transaction history, they have since deleted it all or won't let me access it anymore... just more proof of this casino fraudulent ways..o would assume its because in that transaction history is proof that I dis make a deposit and proof that would show I qualify to receive all my winnings...this place is a joke and I will be reaching out to BBB next..

Dear dreasouza1974, thank you for the screenshots. May I please ask you again if you received the $100 from the casino that was mentioned by Nick two weeks ago?

Since it's been a period of holidays, things may slow down a little bit, so I kindly ask you to be more patient, but I can assure you that we keep on working on your case. I'll let you know when we find out more details.

Best regards,

Natalia

Yes, I did receive the 100. And I completely understand that with it being the holidays and I'm totally fine with. The main thing is , i didn't appreciate that casino liying saying I won all that of free money and I never made a deposit, when in fact I most definitely did make a deposit. So I'm really trying to prove my point now, and that is Sunrise casino is a completely fraudulent, joke of a casino and I would advise that no one waste your time or money with this casino. ...thank you Natalia for all your help

Dear dreasouza1974, thank you very much for the explanation. I'm glad that you received at least this amount of $100. I haven't received an answer from Nick yet, but I hope he will reply very soon.

I'll leave here a message when there're any new details regarding your case.

Regards,

Natalia

Greetings all,

I really don't enjoy disappointing people, and I know you are disappointed dreasouza1974. But your screenshots only confirm my initial statements, the deposits in question are free spin deposits as it says in the player provided deposit history. All deposits into this account are free chips of one variety or another. Free spins are just that, a free bonus we provide our players. The win was from the original free bonus, also seen in the player screen shot. Additional deposits after the fact would unfortunately not change the maximum cashout value of the chip in play at the time of the win. The account needs to be played down below $5 before any additional funds of any variety can be added without taking on the rules of the original standing balance, but we can confirm categorically that there were no cash deposits. Only free bonus redemptions. Had there been cash deposits on top of the chip in play your cash deposits would have been removed and re-deposited as cash to give you another chance to win with less restrictions which is standard protocol for our organization.

We give out a lot of playable cash, all of it comes with rules which are agreed to at the time of redemption. I really do wish there was some assistance I could render but in this case there really is nothing more to be done.

Best wishes,

Nick and Sunrise Slots

Hello everyone,

Due to the aforementioned reasons, this complaint will now be rejected. Dear dreasouza1974, I am sorry we could not be of more help on this occasion, but I hope for your understanding. The casino acted in accordance with their terms and conditions regarding free chips and paid you out a maximum amount that is allowed to be cashed out. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia