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This dispute concerns two different withdrawals. The first withdrawal request ($2500) was submitted on July 29, 2024, approved on August 7, 2024, but still not paid even though 10 business days have gone by. I keep asking the casino and they say it's been escalated but won't pay.

The second withdrawal request ($2500) was rejected but the casino is wrong to reject it. I used a deposit NO RULES bonus. I completed the play through requirements on allowed games (slots) and then after completing all the play through requirements I played blackjack. That is allowed. It is only not allowed to play blackjack while USING the bonus. I submitted my withdrawal request on August 7, but it was rejected on August 9. I explained to the casino but they ignored me!!

Also, even if they don't pay me my bonus they shouldn't take all the money including my initial withdrawal but they did!!

Please help!! Thanks.

Dear paulcgross,

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 confirm that you have passed the KYC verification?
• Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

Hi, thank you for your response! I have completed the KYC process. By email, I sent you a screenshot of a chat saying they had not paid my first withdrawal and email where they told me my second withdrawal was denied and my response, but they never responded to my response.

Dear paulcgross, thank you for the information provided.

Have you received the approved first withdrawal?

Could you please share your bonus history?

I have still NOT received the first withdrawal even though I have followed up almost every day and it has been "escalated" multiple times.

Im not sure what you mean by bonus history but here is the screenshot of my transactions showing use of the Aug 24 bonus and then requesting withdrawal and withdrawal is denied. I also attached the message from the casino advertising the bonus in the first place.

thanks!!

Dear paulcgross, could you please forward the email containing bonus information to my email address dominika.l@casino.guru?

I just forwarded it to you. I note that I STILL have not received my first withdrawal. It is now almost a month!

Thank you very much, paulcgross, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you paulcgross 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Greetings all,

I have reviewed the situation and the first withdrawal request which was denied was the result of play using a very special deposit coupon with no playthrough requirement which was limited exclusively to slots and keno. The win in question was the result of blackjack play which was not allowed with the bonus funds. I have sent Peter the supporting documentation for review.

The second withdrawal as mentioned is already approved and I'm not certain why it hasn't gone out, this I should be able to assist with. If you could kindly visit customer service and confirm your Bitcoin address is still valid paulcgross I will see what can be done to get that out the door for you.

Best wishes,

Nick and Sunrise

Thanks. I have confirmed my crypto address with customer service several times and just did so again.

Thank you to the both parties for the update.

Dear paulcgross, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I have still not been paid for this withdrawal. I would appreciate an estimate about when I will be paid as the withdrawal was approved well over a month ago.

Hello- I’m happy to report that I received the first withdrawal. On the second withdrawal (the one that was denied), I still think that is wrong. Nothing in the bonus terms said that AFTER completing play through you cannot play blackjack. Also the system prevented me from playing blackjack during play through but then let me play once play through was over, so I thought this meant I was allowed to play.

it was very misleading and I don’t think it’s right for them to take the winnings. AT MOST they should take the blackjack winnings only and give me the rest, but instead they took everything.

please help me

Greetings paulcgross,

The deposit bonus in question had no playthrough and was not eligible for play on anything but slots and keno as per the terms when given the bonus, agreed on redemption of the coupon, and per the terms and conditions of the casino.

Best wishes,

Nick and Sunrise

Thanks - but there was 1x play through, which I Did. Casino guru, can you please weigh in on this? If you say I am wrong I will accept it.

Dear paulcgross, I have requested additional clarification from the casino representative. I will update you about any new developments. Thank you in advance for your patience!

Greetings all,

Just clarifying that Peter and I are discussing the situation privately.

Best wishes,

Nick and Sunrise

Thank you.

Dear paulcgross, we have discussed this issue with Nick but we couldn't come to a compromise. The casino is acting according to its terms and conditions which show that the bonus was only usable on Slots & Keno which you used to play Blackjack so the winnings were confiscated. As per our Fair Gambling Codex, we believe casinos should take steps to prevent players from being able to play excluded games on a software level or at least have a pop-up notification that would warn you you're about to play excluded games. As this has not happened we are forced to close this complaint as unresolved as the casino's actions are Against our Fair Gambling Codex. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion but I'm glad we were able to help with the issue of withdrawal at least.

Best regards,

Peter