Ag Awards

Sunset Slots Casino - $2,118 Balance Frozen & 200k Tournament Winnings Voided

Complaint Info
Disputed casino Sunset Slots Casino
Reason Account closure
Amount $ 2118
Maverickjkh United States Message
Posted on February 3, 2017

On January 31st my Sunset SIots account was blocked or closed without explanation.

To be fair I have had a great experience at Sunset Slots until this unfortunate event. Deposits were smooth and live chat customer service is almost Nordstrom's level. Account managers like Steven, Brian and Morty are really good people that want you to have a great experience.

It's just really sad too Sunset Slots closing member's accounts that have cash balances. Who is going to trust Sunset Slots with a cash deposit? They will close your account when your up and steal your money blaming a terms violation with no explanation or proof. I have a single account at Sunset Slots Casino. I have made 4 deposits and maintained a $5,800 cash balance.

ID Date Type Amount Method Status
SSS3888014 31-Jan-2017 01:39:32 Deposit 487.00 USD Visa Approved
SSS3885358 29-Jan-2017 02:48:24 Deposit 297.00 USD Visa Approved
SSS3874301 22-Jan-2017 01:07:20 Deposit 197.00 USD Visa Approved
SSS3874294 22-Jan-2017 01:03:44 Deposit 291.00 USD Visa Approved

I was playing my cash balance/bonus for their 200k guaranteed tournament. Just 1 hour before the end of the tournament, my account was blocked. "Sunset Slots Casino Message your account is blocked. Contact Support for more details" I was playing with $8,800 ($5,800 real cash and $3,000 bonus) and in the running for at top prize based on my wagering in the last 24 hours. I thought it was a misunderstanding as I had studied the Sunset Slots Casino terms and conditions from top to bottom. I find it very suspicious that they block my account account with one hour left in the tournament after I had wagered hundreds of thousands in the last 23 hours.

I contacted their Live chat and emailed but they haven't gotten back to me. I finally called and talked to Liam. He told me that my account had been closed by casino management and my remaining $2,118.38 real cash balance was forfeited and there wasn't anything I could do about it. Along with my $200,000 guaranteed tournament ticket and the cash for placing. The loss of money and time is truly sobering. I thought I had finally found a an online casino that I could trust. Then 1 hour before placing in my first 200k guaranteed tournament my account get shut down.

There is absolutely nothing in the Sunset Slots terms and conditions that I violated. Hopefully this was just a mistake.
4.1.2 I have only 1 account.
4.1.3. I have entered all mandatory information requested when I signed up. All information is current and correct.
4.1.6. I have never transferred funds from my account to other players or to received money from other players into my account.
4.1.9. I have signed sent all credit card voucher documents to verify my identity and to authorize use each specific card used deposit. I have provided a copy of my Drivers License and well as my bank statement to verify my address.

For this complaint to be resolved I would like my account be re-opened with my $2,118 and most importantly my winnings from the (Tuesday Jan 31) 200k tournament placement.

Thanks to websites like AskGamblers, LCB and WizardofOdds we can hold casinos like Sunset Slots accountable for closing member accounts with cash balances and tournament winnings. This is unfair and bad behavior on behalf of the casino.

Posted on February 7, 2017

Dear Sunset Slots Casino,

Please let us know if there's some update regarding this case.

Maverickjkh United States Message
Posted on February 7, 2017

Still waiting on a response from Sunset Slots Casino.

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