Good evening, I received a code to play 33 free spins at the Sunrise Slots Casino, I won about $15 with these 33 free spins. However, I continued to play and my balance reached almost $200. I fulfilled the requirements for the balance to become available for withdrawal.

I contacted the casino's chat to inquire about how to withdraw to my bank account, as the withdrawal option only appeared in bitcoins.

The chat agent's response was that I could not withdraw the balance as it was a welcome bonus.

I explained that the welcome bonus was played the day I registered at the casino and this balance was due to a code with the offer of 33 free spins, the email I received with the free spins code stated that I could withdraw a maximum of $100 without the need for a deposit.

Can you please help with my case?

Boa noite, recebi um codigo para jogar 33 freespins no casino sunrise slots, ganhei com esses 33 freespins cerca de $15, entretanto continuei a jogar e cheguei a ter de saldo quase 200$, cumpri os requisitos para o saldo ficar disponível para levantamento.

Contatei o chat no casino para questionar como poderia efetuar o levantamento para a minha conta bancária, uma vez que só aparecia a op??o de levantamento em bitcoins.

A resposta da agente do chat foi que n?o poderia levantar o saldo porque se trata de um b?nus de boas vidas.

Expliquei que o b?nus de boas-vindas foi jogado no dia em que me registrei no casino e este saldo devia-se a um codigo com a oferta de 33 freespins, o email enviado com o código freespins refere que no máximo poderia levantar $100 sem necessidade de depósito.

Podem ajudar com o meucaso por favor

Dear Soniap,

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 all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here.

Additionally, please post here (or forward me) a screenshot of your bonus history.

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

Dear Soniap,

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.