Sunrise Slots Casino - El retiro del jugador fue denegado.

I did a bonus called "Club250" supposed to be a no rules bonus. Deposited 500 dollars of btc, played through the wagering amount then wanted to cash out 700 dollars and the request wasn't going through. So I asked support they started saying something about noncashable amounts and when I asked them to explain they closed the chat on me. I have withdrawn from them before so I don't know why they are trying to take my money. Please help..this is after they already took 14000 from me a couple of days ago

Dear kristopherhagan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand the nature of sticky bonuses or as the casino calls them non-cashable bonuses is that upon the completion of the wagering requirements, the amount of the bonus that was granted to you in the beginning ($1,625 ) is subtracted from the winning amount at the moment you ask for a withdrawal. As presumably the $700 is less than the bonus amount the casino granted you, you won’t be able to withdraw the winnings. These types of rules are very common with deposit bonuses with match bonus amounts of 150% and above in certain types of casinos.

Please provide me a screenshot of the promotional offer as it was presented to you to tomas@casino.guru, alternatively you can post it here.

Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your message, kristopherhagan.

The promotion on the screenshot refers to the casino's terms and conditions https://www.sunriseslots.com/en/terms-conditions where I found this:

"All bonuses are non-cashable and will be removed at the time of withdrawal. E.g, if a player receives a bonus of US$100.00 and later requests a $390.00 withdrawal, the $100.00 bonus will be removed and the withdrawal will total $290. Withdrawal requests made for less than the bonus received will be denied and returned to the players account."

We consider this rule fair and the actions of the casino justified. Please let me know if I overlooked any information and if you wish our assistance with anything else.

I'll look forward to your reply.

I must have overlooked that clause. Thanks for the information. I appreciate the help.

No problem, kristopherhagan.

Since the issue was clarified and you don't require any additional help, this complaint will now be closed. Thank you for your understanding. I wish you luck and please do not hesitate to contact us if you run into issues with any online casino in the future.