Sunrise Slots Casino - A retirada de ganhos do jogador foi restrita.

I played using a coupon with a $33 no-deposit bonus.

I unlocked the bonus and they credited $100 to my account, after which I continued to play with these $100 and won $9000.

Now they won't let me withdraw the money, saying that there is a restriction for my country on withdrawing money from no-deposit bonuses.

And that I should first make a deposit of at least $30 to be able to withdraw them.

I had already deposited $11 for account verification which was successful, then I withdrew them, and for them this does not count as a deposit.

How can I resolve this issue?

$9000 is a big win and I don't want to lose it.

Thank you.

If anyone has a solution, please contact me, I am also willing to pay a substantial amount to unlock this money.

Ho giocato usando un coupon con 33 $ senza deposito .

ho sbloccato il bonus e mi avevano accreditato 100$, dopodiché ho continuato a giocare con quei 100$ e ne ho vinti 9000$.

adesso non vogliono farmi scaricare i soldi, dicendo che c’è la restrizione per il mio paese , sullo scaricare soldi da bonus senza deposito .

e che dovevo effettuare prima un versamento di almeno 30$ per poterli prelevare .

io avevo già versato 11$ per la

verifica del conto andata a buon fine , poi li ho ritirati, e per loro non vale

come deposito .

come posso fare a risolvere questo problema ?

9000$ è una bella vincita e non vorrei perderla.

grazie .

se qualcuno ha una soluzione mi contatti , sono disposto anche a pagare una bella somma per sbloccare questi soldi .

Dear Alexarrogance,

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. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Additionally, please post here a link or promo code you used to activate the bonus offer you played with.

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

Hi Kristina, thanks for the reply, I sent you the documents you asked for on the email you indicated.

in any case the coupon I used to play is 33TREASURES.

Ciao Kristina grazie per la risposta , ti ho girato i documenti che mi hai chiesto sulla mail che mi hai indicato .

in ogni caso il coupon che ho utilizzato per giocare è  33TREASURES .

They claim that to withdraw I would have had to deposit a minimum of $30, obviously if I pay it now it's not worth it, but they allow me to withdraw in the future.

They talk about this restriction towards us Italians, so I told them send me a law that says what you support, and obviously they couldn't answer me, because I don't think it exists.

Loro sostengono che per prelevare avrei dovuto versare minimo 30$ , ovviamente se li verso adesso non vale , ma mi permettono di prelevare in futuro .

Parlano di questa restrizione nei confronti di noi italiani, al che gli ho detto giratemi una legge che dice quello che sostenete voi , e ovviamente non mi hanno saputo rispondere , perché non credo esista .

The chat I sent you is one of the last, but not the last.

every time I speak to customer service they tell me something different, I also spoke to a manager, who covered his ass by telling me send me an invoice such as electricity bill etc, your documents that you are resident here and we'll talk about it.

La chat che ti ho girato è una delle ultime , ma non l’ultima .

ogni volta che parlo col servizio clienti mi dicono una cosa diversa , ho anche parlato con un manager , che si è parato il culo dicendomi inviami una fattura tipo bolletta luce etc, i tuoi documenti che sei residente qui e ne riparliamo.

I noticed that the casino mentioned that you played with multiple free bonuses consecutively. Is this true? Could you please post screenshots of your bonus and deposit/cashier history here?

this is my entire history, I had already won 100$ which they never gave me, then I recharged to verify the account and took the money back, after which I played again with a coupon and won the 9k

questa è tutta la mia cronologia , avevo già vinto 100$ che non mi hanno mai dato , poi ho ricaricato per verificare il conto e ho riprelevato i soldi , dopodiché ho rigiocato con un coupon e ho vinto i 9k

Could you please clarify if you continued playing with the bonus balance of $100 after withdrawing the deposit, or if you activated a different no-deposit bonus?

At that time…. I had already played and won $100, and to request the withdrawal they told me to deposit a minimum amount.

I deposited, requested withdrawal and withdrew the deposit.

but they only gave me the deposit back.

subsequently, after a few days, I redeemed another no deposit coupon, with which I unlocked $100, after which I played the $100 that I unlocked, and I won $9000.

I hope I was clear 🫣

Allora…. Io avevo già giocato e vinto 100$, e per richiedere il withdrawal mi avevano detto di depositare una minima somma .

ho depositato , richiesto il withdrawal e prelevato il deposito.

ma mi hanno ridato solo il deposito .

successivamente a distanza di giorni , ho riscattato un altro coupon no deposit, con il quale ho sbloccato 100$, dopodiché ho giocato i 100$ che ho sbloccato , e ne ho vinti 9000$.

spero di essere stato chiaro 🫣

And do I understand correctly that you didn't receive the first winnings of $100? Did you receive any explanation from the casino regarding these unpaid winnings?

Absolutely not, they didn't tell me anything about it.

Assolutamente no, non mi hanno detto niente a riguardo .

Thank you very much, Alexarrogance, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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 Alexarrogance,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Sunrise Slots Casino to join the conversation and contribute to the resolution of this complaint.

That's great! Proceed!

Va benissimo! Procedi !

Greetings all,

I had the opportunity to review the situation and it appears that there were multiple consecutive free chips in a row without cash deposit contrary to the terms and conditions of the casino and the chips themselves. The maximum cashout on the free chip in play at the time of the win is $100 however this amount is not eligible for withdrawal for the above mentioned reason.

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

Best wishes,

Nick and Sunrise

Thank you Nick for your reply.

Dear Alexarrogance,

Nick is referring to the following rule:

"5. 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."

Have you made any deposits between the no-deposit bonuses?

I made a deposit of $10 if I remember correctly, to validate the account,

then I took them.

and I redeemed the bonus code with which I won the 9000k.

Io ho effettuato un deposito di 10$ se non ricordo male , per convalidare il conto ,

poi li ho prelevati .

e ho riscattato il codice bonus con il quale ho vinto i 9000k.

Thank you Alexarrogance for your reply. Do you think you can look it up in your transaction history in your casino account?

Dear Alexarrogance,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. As we don't have any evidence to support their claims, we are unable to investigate further and have no choice but to reject this complaint.