Sunrise Slots Casino - Доступ гравця заблоковано після запиту на зняття коштів.

I completed a withdrawal request to sunrise slots for the amount of $160.00. They sent an email stating that my request was approved and I will receive compensation in the next few days. Now my url has been completely blocked on their whole site.

Dear Jrone24,

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.

• Have you made any successful withdrawals before?
• Could you please advise if you passed the verification before the casino blocked your account?
• Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

Kristina

Thank you for responding... this is my first withdrawal from them.

yes I completed the I.D verification.

And there was no bonus used to play.

Thank you very much, Jrone24, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 Jrone24,

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,

Can you please provide some information on why is the player's account blocked?

Thank you guys so much

Dear Jrone24,

Just to give you a quick update, I have received only partial information from the casino team for now, and your account is still under investigation, but it has been indicated that there were some inconsistencies with your documents. Could you kindly send all the documents you submitted to the casino team for verification to my email at michal.k@casino.guru? This would assist in gaining a clearer understanding of the situation.

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,

As mentioned by Michal our 3rd party document verification system was unable to approve the required documents for account validation and thus the request for withdrawal was denied and the account was closed by our security team per standard procedure.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Sunrise

Oh yeah then why did you send me this ?

You told me everything was approved and had me Even make a deposit before i could withdraw it. And I did

Thank you for your email and for providing evidence, Sunrise Slots Casino team.

Dear Jrone24,

I understand your concerns regarding the lack of prior notification about potential violations of the casino's terms before your withdrawal, but it's essential to highlight that the discovery of any inconsistencies typically occurs during or after the implementation of Know Your Customer (KYC) and Anti-Money Laundering (AML) checks. These checks are usually initiated after a player submits a withdrawal request. KYC and AML are industry-standard procedures. After a careful review of the evidence provided by the casino, I am afraid we are no longer able to pursue this case. Unfortunately, you did not pass the verification process for valid reasons, and we agree with the casino's decision. Consequently, we are forced to reject this complaint.

I wish I could be of more help.

Best regards,

Michal

Casino Guru