I had signed up as a new player through Inclave at sunrise slots and they emailed me a bonus offer "no deposit bonus". I played this offer, followed all terms and conditions, met the wagering requirement and requested a payout. Everything was fine - live chat agents instructed me on how to withdraw my winnings. I verified my ID and KYC was approved, the agent told me to deposit $10 as a security deposit which could then be taken out as well. The next day (yesterday) I went to make the deposit but sure enough I was unable to log on. The live chat option disappears and I can’t chat with support anymore. So today I call customer service. The agent on the phone tells me management closed my account - she said she could not provide any explanation or reason for the closure of my account and the decision was irreversible. I told her wow suspicious that was given that I had just submitted a payout request for legit winnings on a promo offer they gave me - and she said there was nothing they could do and all other agents would tell me the same thing. I asked for a manager and was told none were available. This is an absolute scam and unacceptable. A player honors the terms and conditions and legitimately wins at this casino - only to be banned without warning and without any reason or way to appeal. Please assist me with bribing this situation to justice and making it right. I was counting on this casino honoring their word - and given they are licensed I has some level of trust that they actually would pay out and not pull a fast one like this and cheat their way out of it. 

BEWARE OF THIS CASINO THEY WILL DO ANYTHING TO CHEAT YOU OUT OF WINNINGS.

Dear Paulnathaniel,

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 me the email with the bonus offer you received? My email address is [email protected]. Alternatively, you can post it here. If there is any written communication between you and the casino, please forward it as well.

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

Hello thank you for helping. So far the only reply I received to my emails was the attached, basically after I won on their promo offer - just as I requested a withdrawal and completed my KYC - they close the account without notice or warning. When I asked for justification I received none over the phone. However they replied to my email informing them that I launched a complaint and they said "upper management has decided that this company is not a good fit for me" and closed my account .

that is no legitimate reason. What possible reason could there be for a brand new player who they know absolutely nothing about , played by the rules and followed the t&c’s - now says "I’m not a good fit" ? Who’s to say? On what grounds? Other than the fact I won on a no-deposit bonus they offered me , I’m not a good fit because they lost $50? It’s completely absurd and irrational.

i responded with a request for my winnings to be paid out, then I’ll gladly never play there again.

Here are the email offers they sent me.

Thank you very much, Paulnathaniel, for your cooperation. I will now transfer your complaint to my colleague Branislav ([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.  

Hello, Paulnathaniel,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Sunrise Slots Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Sunrise Slots Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why have his winnings been confiscated and the account blocked/closed? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address ([email protected]).

Thank you in advance for providing the information.

Greetings all,

I have reviewed the situation and the funds in play at the time of account deactivation were from the 3rd consecutive free chip without a subsequent deposit between bonuses nor in the history of the account. The terms and conditions of the casino as well as the bonus itself state that only one free chip is valid between cash deposits. We reserve the right to deactivate any account at any time, this does not mean that we will not fulfill our financial obligations should there be any. In this case there was a red flag security issue so the account was suspended, as there is no financial obligation associated with the account we consider this to be the conclusion of the matter.

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

Best wishes,

Nick and Sunrise Slots

I find this explanation inadequate as you can clearly see from the emails that despite this fine print policy - the casino continued to send promotional offers via email, and their system allowed the promotional offers / coupons to be redeemed without concern. Typically if you’re ineligible for a promotion, you would not be able able to redeem that coupon nor would you be receiving offers. I think you should be more fair and transparent with players as it seems this is a routine occurrence there are many complaints from players not receiving their winnings and having their accounts deactivated without warning or justification.

Dear Paulnathaniel,

After gathering all the necessary information and data, we are closing this complaint as unjustified due to breaching the casino's bonus terms and conditions - unfortunately, even though it would be the best option if casinos had such rules enforced by the system, it is not an industry standard. All players are obliged to read the terms and conditions and comply with them, and you accepted them upon registration. According to the casino's rules, each player has to make at least one deposit between no-deposit bonuses, and this condition was not met. In addition, casinos can limit their bonuses as they see fit, and we are talking about free money given by the casino. If the casino offered only free money to its players, which would mean the players could only win and withdraw the winnings, it would not make sense to provide its services at all. Also, the minimum amount for requesting a withdrawal from the used bonus is $100. Therefore, and since it is not against our Fair Gambling Codex, we accept the casino's decision. You are not entitled to the disputed winnings, and you did not make any real money deposit there. The casino acted correctly and in accordance with its terms and conditions.

Apart from the main issue of this complaint, I would like to also point out that the casino does not have a valid license, which is also stated in our casino review, so I am not sure where you found this information. Furthermore, I checked your screenshots, and it looks like the bonus offer you referred to was sent to another account compared to the one you submitted this complaint for.

I am 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. We are here to help.

In case of any questions, feel free to write to me at [email protected].

Thank you very much, Nick and Sunrise Slots, for providing information and for your cooperation.

Best regards,

Branislav, www.kpvfaw.com