Sunrise Slots Casino - Os ganhos do jogador foram anulados.

They gave me a bonus of 35, I met the requirements, try to withdraw a minimum of 100 dollars. And now he contacted me and he tells me that they located it, the voucher does not work. And I can't withdraw the profit. When I said I was going to report they left the chat

Me dieron un bono de 35, cumplí los requisito intente retirar 100 dólar mínimo. Y ahora me contacto y me dice que la ubicaron no funciona el bono. Y no puedo retirar la ganancia. Cuando dije que iba informar se fueron del chat

Hello Nelimal,

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 is yes, since when exactly? What kind of bonus did you use and where did you get it? Did you ever deposit into the casino? When was the last time you speak to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

if I am a verified user. I received a free 35 usd voucher by mail. I met the requirements to withdraw the bonus. Of which I was going to withdraw 100 usd the minimum to withdraw and what I earn. I spoke with support on Tuesday about why my deposit was denied. And they told me that the voucher is not for my location

si soy usuario verificado. Me llego por correo bono de 35 usd gratis. Cumplí los requisito para retirar el bono. De lo cual iba retirar 100 usd los mínimos para retirar y lo que gane. Con el soporte hable el martes sobre por qué mi deposito salio denegado. Y me dijeron que el bono no es para mi ubicación

They sent me that voucher on January 5

Ese bono me mandaron ellos el 5de enero

Hello Nelimal,

As long as you received the bonus and did not breach any bonus terms, the casino should also pay out the winnings from it.

I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Nelimal,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Sunrise Slots Casino to join the conversation and participate in the resolution of this complaint.

Dear Sunrise Slots Casino,

Can you please clarify the reason for voiding the player's winnings?

Kind regards,

Adam

Hello, thanks, as they explained to me about the casino.!!! The reason withdrawal request was denied because it is not allowed to redeem Welcome FC based on country restriction.

Hola gracias, según me explicaron lo del casino.!!! El motivo solicitud de retiro fue denegada porque no está permitido canjear Welcome FC según la restricción del país.

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Dear Nelimal,

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,

Adam