Sunrise Slots Casino - 出金遅延後、プレイヤーの賞金は没収されます。

I won a free tournament on Sunrise Slots

$250 was deposited to my account. I talked thru chat customer service to ensure 100% verified. Wanted to make sure I would get winnings before I make the required litecoin coindraw $10 deposit. Csr assured me I would. I played multiple Slots with the $250 and won $3431.47. I then made my $10 deposit and withdrew the $2000 limit. Account balance wiped to 0. Withdraw canceled. Manager requested $3431.47, manager approved withdrew all my m

Winnings. I chatted and email with a manager and diff csr and all give me different reasons why. Took a day to only get the $10 credited to my account that I deposited. They said I played another free tournament with my $250 winnings. I did not I had $250 why would I play another free tournament. I get a different reason. With every response. Please help?

If I did sumthn wrong why would they approve and deposit the $250 tournament winnings in first place and tell me to deposit $10. To take all with no explanation or truth oe evidence to whatever made up reason.

Dear krystallize420,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sunrise slots.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly there was no activity prior to your free tournament win?

• Have you made any deposits prior to participating in the tournament? Have you activated any bonuses prior to your participation in the tournament?
• Could you please list which documents you submitted for verification of your player's account?
• Could you please share with me your communication with the casino, including the justifications you received from the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Although I do hold depositor status.

• No I did not make any deposits before playing in the tournament.
• No I did not use any bonuses prior to playing in the tournament.
• I used my state ID and a selfie to verify the account. (screenshot 1)
• 1st communication was thru chat i wanted to verify my verification and clarify after i make $10 litecoin deposit i could then withdraw my winnings. Csr advised everything done in my part to proceed with deposit.
• i made my deposit. Played slots for awhile was lucky enough to accumulate winnings of $3431.47
• Requested a $2000 withdrawal the limit amount using coindraw.
• Within minute's the coindraw withdrawal was canceled and manager withdrawal approved and $3431.47 was removed from account now (screenshot 2)
• 2nd communication thru chat csr said it was denied because i played multiple tournaments in a row and it created that the wimmings were not valid. (screenshot 3)
• I didn’t play any other free tournament. I had $250 to play why would i play a free tournament. Records will show there were no free tournaments even running , i did not play any others tournament free or paid.
• 3rd communication was emailed next day advising me that 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.(screenshot 4 )
• Again no deposit bonus was used whatsoever and i even made a deposit before playing regular slots after winning the tournament.
• Last communication thru chat could only get my $10 deposit back (screenshot 5)
• crazy they took winnings from tournament winnings from slots after tournament and my deposit.

Thank you very much, krystallize420, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello krystallize420,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this.

We would like to invite Sunrise Slots Casino to join the conversation.

Dear Sunrise Slots Casino,

I kindly request that you verify whether the player has indeed participated in multiple free tournaments or claimed multiple free chips or no deposit bonuses consecutively without making any real money deposits in between. Based on the screenshots provided by the player, it appears that this may not be the case. Additionally, I would appreciate it if you could send me the player's full game log, including their bonus and deposit history, for further examination. Thank you in advance for your assistance.

Greetings all,

I had a chance to fully review and audit the situation, per the terms and conditions of the casino only one free tournament is allowed between cash deposit/play sessions. In this case it was the third consecutive free tournament without cash deposit that resulted in the win thus the withdrawal request was denied and the non-cashable funds removed. The account confirmation deposit ($10) was placed back in the casino account as cash and played to zero.

Hopefully this clarifies the situation for everyone, supporting documentation has forwarded to the casino.guru team for review.

Best wishes,

Nick and Sunrise

Thank you for the response and the evidence you provided, Nick / Sunrise Slots Casino team.

Dear krystallize420,

We have received evidence from the casino that you have participated in multiple free tournaments with no cash deposit between them in the account history. The real money deposit between free tournaments must be made regardless of whether you previously won from the free tournaments or not. I'm sorry to say you are not entitled to the disputed winnings, and the casino team acted according to their rules.

Due to the aforementioned reasons, this complaint will now be rejected. 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.

Best regards,

Michal

Casino Guru