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I had received free spins from Sunrise Slots Casino. I surpassed the wagering requirements for the withdrawal request. I verified all of my identity I sent in all of the proper forms everything needed all the information. Here it is now January 21st I have not received a payment and about 5 days ago I received a new email from somebody else at the payout section of Sunrise slots telling me that I need to submit my Bitcoin Wallet information now and I'm only getting $109 because they say that my winnings were from a coupon is that had been played long after the original withdrawal request. There was no questions no nothing about any of it everything was going great I had communication with someone in payout section that was confirming all of my wire transfer information. I have over 40 emails back and forth between myself and the payouts. The first 35 everything was going great the last five is where they are asking me for my Bitcoin Wallet information and refusing to pay out the additional $791 of the $900 withdrawal request that should have been sent via wire transfer to my bank account. This issue is not being resolved in any way whatsoever and I have tried multiple Avenues to try to get this resolved through the casino itself. I have logged into my account I have gone to see the transactions unfortunately I can no longer see the original withdrawal request which was originally for $1,200 USD. When I made the initial withdrawal request I had asked for a check be mailed to me. The withdrawal request was then denied and I was contacted by the payout section . They said that this was not possible and then I needed to choose either a wire transfer or Bitcoin wallet transfer. I chose wire transfer to my bank account. I then was told that I needed to resubmit the withdrawal request with the new form of payment option for myself. When I submitted the new withdrawal request I had left $300 in funds for me to play with while waiting for my withdrawal to be received. And now here I am over 6 weeks later and still have not received my funds and I'm being taken for a joyride and I'm in some kind of circus

Dear jaska0306,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you have accumulated your winnings from no-deposit free spins? I have checked the bonus policy, and this is what I found: 

No Deposit Bonuses

Unless stated otherwise, all No Deposit Bonuses are subject to the following 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 would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

If there is any additional information that would support your case, please do not hesitate to contact me at veronika.f@casino.guru. Thank you for your understanding.  

Best regards, 

Veronika

Yes it is extremely unfair and yes I did get everything on a free spins but this is just absolutely ridiculous now 7 weeks and they're just telling me I'm only getting $109. Where is the rest why is it that they all of a sudden 7 weeks later are keeping $791 when it was all approved long before this. Also I think when I submitted my username to you it was not correct I do have it here my username for Sunrise slots is as follows...."ylsq87w1t2". I find absolutely everything about this situation completely unfair

I had met all of the playthrough requirements and then some. I went well above and beyond the playthrough requirements and my redeemable Cash Out balance was $900 usd. Nothing should have been held back because I already met every single one of the playing requirements for that coupon.

I understand your frustration and dissatisfaction. Ideally, winnings from a bonus should be capped immediately after completing the wagering requirements. However, this is not always the case—some casinos apply the cap only after the player submits a withdrawal request and the casino reviews it.

To clarify:

• Were your winnings capped right after finishing the wagering requirements, or only after you requested a withdrawal?
• Did you receive any pop-up or notification stating that the wagering was complete and that you should request a withdrawal for your balance to be adjusted?
• Have you provided the casino with a Bitcoin wallet address?

Looking forward to your response.

I have already went over all of this with someone from the payout team from Sunrise....I first requested a check be mailed out to me. within 3 days I received an email stating that they were unable to send a check at that time, which was understandable as at that time Canada Post employees were on strike. I had to choose between Wire Transfer and Bitcoin. I chose Wire Transfer. I worked hand in hand with one of the payout officers as the information for the wire transfer needed to be fixed. Everything had already been approved. I waited 20 days for the payout through wire transfer to be accepted again before I contacted the casino. then all of a sudden, my wire transfer had been denied and there was a NEW MANAGER WITHDRAWL was applied for $791 USD. and NOW they are saying that it is not possible for a wire transfer now and they want Bitcoin Wallet Information. THIS IS UNACCEPTABLE~!!!! The casino is basically laughing at me and refusing to pay the payout of $900 USD and are finding everyway possible to keep it all.

I understand your dissatisfaction, and I agree that, ideally, online casinos should have a feature that automatically adjusts the player's balance once the wagering requirements are met. However, this is not always the case, and many casinos apply the maximum win cap only when processing a withdrawal request.

Since you continued playing with funds exceeding the maximum allowed winnings, the additional amount was technically "virtual" money that should not have been available. While we find this approach less player-friendly, the casino's decision to enforce the maximum cap aligns with its terms and conditions.

Please forward me all the communication between you and the casino customer support regarding the payout of your winnings at veronika.f@casino.guru. Thank you for your cooperation.

Dear jaska0306,

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.

Terribly sorry, I have been having some issues with my internet I am back up and running I will forward the info that I have

Thank you very much, jaska0306, 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.

Hello there,

Thank you jaska0306 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 how we can help resolve this issue.

Thank you!

The best way to resolve this issue is just very simple pay the original withdrawal amount of $900 USD and I will be very happy. I had asked for a check they refused to have the check I asked for a wire transfer as you can clearly see through the information that I provided everything was good on a wire transfer and then all of a udden they want Bitcoin wallet information. I am very upset I just want the wire transfer of the full withdrawal amount that was well past the wagering requirements and withdrawal amount and I will be happy

Greetings all,

I had the chance to review the situation and the win was using a free spins bonus with a maximum cashout value of $100. Upon submission of a bonus code within the cashier a pop-up window appears showing the terms of the bonus including the maximum cashout value, the player must agree to these terms to redeem the bonus. Per the terms of the bonus no more than $100 can be withdrawn, the non-cashable funds were removed as is standard.

Best wishes,

Nick and Sunrise

Well, ok then. But what out the payout? I have not received any payout. Every time I request a payout, they are asking for a different form of receiving. First, they wouldn't payout via cheque. Once the wire transfer information was correct and approved, all of a sudden, they are asking me for Bitcoin wallet information. I know that an International Wire Transfer is possible from any bank. I just want the pay out to be sent via wire transfer and be done. So the payout would be $100 USD.

Greetings all,

By all appearances all that is required at this point is for you to provide a valid Bitcoin address jaska0306. Please contact our service department and provide them with the necessary information and I will be happy to assist in getting the payment out the door for you.

Best wishes,

Nick and Sunrise

I have already given my information for receiving a wire transfer. I don't do Bitcoin I am not doing Bitcoin I want the wire transfer to my bank account. I asked for a check they won't do a check I asked for a wire transfer now they want Bitcoin I'm not playing this game send it to the wire transfer that's it that's all I want my money

Greetings all,

Due to a previous rejected wire the only option for you to withdraw is Bitcoin, please visit our service department and provide a valid Bitcoin address. Until we have an approved method of payout on file we will not be able to move forward with the withdrawal.

Best wishes,

Nick and Sunrise

Dear jaska0306,

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. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.