Sunrise Slots Casino - 플레이어의 계정 확인이 차단되었습니다.

Good evening, I received a $50 no deposit bonus from Sunrise Casino. I was expected to wager 1000 euros and managed to do so, but out of the 550 I had, they only left me $100 because the maximum gain for this bonus is $100. I have not made a deposit because it was my first time and they won't let me verify my account even though my photographs are crystal clear. They have invalidated my ID and license which now prevents me from verifying my account and withdrawing my fund. Thank you very much.

Καλησπέρα έλαβα ένα μπόνους δωρεάν 50$ χωρίς κατάθεση από το sunrise casino έπρεπε να τζιραρω 1000 ευρώ το έκανα και από τα 550 που είχα μου άφησε 100 $ γιατί το μέγιστο κέρδος για αυτό το μπόνους είναι 100$,δεν έχω κάνει κατάθεση γιατί μπήκα πρώτη φορά και δεν με αφήνει να κάνω ταυτοποίηση ενώ οι φωτογραφίες είναι πεντακάθαρες μου ακύρωσαν και την ταυτότητα και το δίπλωμα και τώρα δεν με αφήνουν να κάνω ταυτοποίηση για να μην κάνω ανάληψη το ποσό.ευχαριστω πολυ

Dear zankerak0sre,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Have you provided all the required documents as soon as possible and in the correct format?

Has the casino provided any explanation on why your documents were rejected, or has the casino offer any recommendations on how to proceed to complete verification in the casino?

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

Best regards,

Tomas

Good evening, they don't let me upload my identity card or driver's license anymore, no they haven't given it to me, I've sent an email and I haven't received a reply this is the image showing that i have made the wagering requirements and the net profit as well as the remaining money removed when i completed the mission!

Καλησπέρα δεν με αφήνουν πλέον να ανεβάσω την ταυτότητα η το δίπλωμα οδήγησης , όχι δεν μου έχουν δώσει έχω στείλει email δεν έχω πάρει απάντηση αυτή ειναι η εικόνα που δείχνει ότι έχω κάνει τις απαιτήσεις στοιχηματίσμου και το καθαρό κέρδος όπως και τα υπόλοιπα λεφτά που αφαιρέθηκαν όταν ολοκλήρωσα την αποστολή!

A few minutes ago I had a reply from their support team they told me to send my ID to their email I am waiting to see what they will reply and I will let you know thank you very much

Πριν μερικά λεπτά είχα απάντηση από το support team τους μου είπαν να στείλω την ταυτότητα μου στο email τους περιμένω να δω τι θα μου απαντήσουν και θα σας ενημερώσω ευχαριστώ πολύ

Was there any progress regarding your account verification and withdrawal of your funds?

Please let me know.

Dear zankerak0sre,

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.