Dear Casino Guru Team,

I am writing to you to file a formal complaint against SunriseSlots Casino, which is withholding funds I legitimately won after making a real deposit and meeting all necessary withdrawal conditions.

Details of what happened:

I initially won $100 from a welcome bonus, but I couldn't withdraw it due to country restrictions. I understand that part.

The casino then asked me to make a deposit to validate my account. I deposited $13 via Litecoin on May 23, 2025, and the deposit was approved.

With that deposit I played without any additional bonuses and won $49 more, bringing the total to $149.62.

I requested a Bitcoin withdrawal for that amount on May 22. The withdrawal was rejected, but on May 23, it appeared as "approved by Manager."

However, to this day I have not received any payment in my wallet, and my current casino balance shows only the original $13.

Key points of this complaint:

The $49 earned was exclusively from real money, not bonuses, so it should be fully withdrawable according to their terms.

The withdrawal was requested in Bitcoin, a method that is not limited by region or bank.

The casino responded that the funds were denied due to "bonus country restrictions," but in this case, no bonus was used to win the $49.

The casino simply returned the $13 to my balance and gave no clear answer about the rest of the legitimately won money.

I request that SunriseSlots:

Release the full payment of $149.62 or at least the $49 earned with real money.

Provide a transparent and verified explanation of the reason for the hold.

Stop applying blanket restrictions to funds that were clearly obtained without promotions or bonuses.

I am attaching evidence and screenshots of my account, the deposit made, the withdrawal transactions, and the casino's response.

I appreciate your time and help in resolving this situation.

Sincerely,

Octavio

(Player at SunriseSlots)

Estimado equipo de Casino Guru,

Me dirijo a ustedes para presentar una queja formal contra el casino SunriseSlots, el cual está reteniendo fondos que gané legítimamente luego de realizar un depósito real y cumplir con todas las condiciones necesarias para el retiro.

Detalles de lo ocurrido:

Inicialmente gané $100 con un bono de bienvenida, pero no pude retirarlos debido a restricciones por país. Entiendo esa parte.

Posteriormente, el casino me solicitó realizar un depósito para validar mi cuenta. Deposité $13 a través de Litecoin, el 23 de mayo de 2025, y dicho depósito fue aprobado.

Con ese depósito jugué sin ningún bono adicional y gané $49 más, llegando a un total de $149.62.

Solicité el retiro de ese monto vía Bitcoin el 22 de mayo. El retiro fue rechazado, pero luego el 23 de mayo aparece como "aprobado por Manager".

Sin embargo, hasta el día de hoy no he recibido ningún pago en mi billetera, y mi saldo actual en el casino muestra solo los $13 originales.

Puntos clave de esta queja:

Los $49 ganados fueron exclusivamente con dinero real, no con bonos, por lo que deberían ser completamente retirables según sus términos.

El retiro se solicitó en Bitcoin, método que no está limitado por región o banco.

El casino respondió que los fondos fueron denegados por "restricciones de país del bono", pero en este caso no se utilizó ningún bono para ganar esos $49.

El casino simplemente devolvió los $13 a mi saldo y no da respuesta clara sobre el resto del dinero legítimamente ganado.

Solicito que SunriseSlots:

Libere el pago completo de $149.62 o, como mínimo, los $49 obtenidos con dinero real.

Entregue una explicación transparente y verificada del motivo de la retención.

Deje de aplicar restricciones generales a fondos que fueron claramente obtenidos sin promociones ni bonos.

Adjunto evidencia y capturas de pantalla de mi cuenta, el depósito realizado, los movimientos de retiro y la respuesta del casino.

Agradezco su tiempo y ayuda para resolver esta situación.

Atentamente,

Octavio

(Jugador en SunriseSlots)

Dear Player,

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

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

• Have you played solely with the $13 deposit, or have you started playing with the $113? Did you take advantage of the balance that was considered forfeit by the casino previously?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas! Thanks for your prompt response... I tried sending text and photos through here, but it seems that it is too much information for the site, so I sent you an email with the screenshots of what has been my conversation with the casino, I really feel like I am being scammed from start to finish, since they even made me deposit a minimum of $10 dollars which I also cannot withdraw, since the casino does not allow less than $50. I am very attentive to your response and I hope this can be resolved in the best way, I understand that they are not going to pay me the 149 that I withdrew legally and in crypto, which does not prevent me from doing so even if I am from anywhere in the world... but at least I can recover the 49 that I won legally and with a deposit and NOT using bonuses

Hola Tomas! gracias por tu pronta respuesta... intente enviar texto y fotos por aca, pero al parecer es mucha informacion para el sitio, por lo que te envie un correo con los pantallazos de lo que ha sido mi conversacion con el casino, realmente siento que estoy siendo estafado de principio a fin, ya que hasta me hicieron depositar un minimo de $10 dolares los cuales tampoco puedo retirar, ya que el casino no deja menos de $50. Quedo muy atento a tu respuesta y ojala se pueda solucionar esto de la mejor manera, entiendo que ya no me van a pagar los 149 que retire de forma legal y en cripto, lo que no me impide hacerlo aunque sea de cualquier parte del mundo... pero al menos recurar los 49 que gane de forma legal y con un deposito y NO utilizando bonos

I will leave another message with more photos, since I can't upload more here.

Dejare otro mensaje con mas fotos, ya que no puedo cargar mas aca

These are the last screenshots I had, I hadn't been able to send them before.

esos son los ultimos pantallazos que tenia, no los habia podido enviar antes

Thank you very much, Colucciodj, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), 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.

Thank you very much! We hope it works out for the best.

Muchas gracias! esperemos se resuelva de la mejor manera

Hello Colucciodj,

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,

Could you please provide clarification regarding the player's winnings, which appear to originate from a real money deposit, and why they have not been disbursed? I acknowledge that there were certain bonuses previously associated that are ineligible for customers from the player's jurisdiction; however, the $49 appears to be derived exclusively from a real money deposit rather than a bonus.

I await your more comprehensive explanation of the situation, or preferably, the disbursement of the player's eligible winnings.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Per the terms and conditions of the casino only one free chip is allowed between cash deposit/play sessions. In this case we 14 consecutive free chips without deposit, unfortunately the funds are not eligible for withdrawal.

Supporting documentation has been forwarded to the www.kpvfaw.com team for review.

Best wishes,

Nick and Sunrise

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

Dear Colucciodj,

We have received evidence from the casino that you have claimed multiple no-deposit bonuses/free chips without deposit with no cash deposit between them. Regrettably, your lack of real money deposits between the claimed bonuses renders you ineligible for the associated winnings, as stated in the casino's terms and conditions.

Due to the aforementioned reasons, this complaint will now be rejected. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses to avoid disappointments like this in the future. Sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru