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I requested a withdrawal on Jan24th and have still not received my Bitcoin. I have emailed them almost every week since verifying my wallet address and waiting the normal 7-10 days. Every email I receive says the same thing. The processor is experiencing high volumes and I will be updated via email.

Dear nypirate29,

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

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that payment is still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?

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,

Petronela

All winnings were approved in my account and everything was correct. The transaction with in my account was put through. But I keep getting the same answer from support. I have been paid within a few weeks before which obviously is not great but it is what it is. Sunrise advertises fast withdrawals. 1 to 2 days but it always and excuse as to why they can't pay that quick.

Thank you very much, nypirate29, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Nypirate29!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

I received another email this morning in response to my latest request and they said they cannot provide me with any other information.

Hi Michael,

Hope you are well, at the moment there are no updates on the payment but as soon as we get any news on it you will be notified via email.

Nathan Garcia

Finance Team

And this was the previous answer to my request for an update on Thursday March 2nd:

Hi Michael

Hope all is well today

Unfortunately our vendor is having some delays due to the high volume of requests we are receiving, as soon as we get an update we will let you know.

Regards

Allison

Thank you for the information!

I suggest that it is appropriate to wait for the casino response and let them give us, at least, the timeframe in which they are planning to resolve the payment provider issue.

Greetings all,

I've reviewed your account nypirate29, we'll see what I can do to assist. I've sent you an email, if you could please reply with an update of your Bitcoin address perhaps we can get things moving for you.

Best wishes,

Nick and Sunrise Slots

Requested information sent.

Hello, Nick!

Have you received the player's Bitcoin address? Has the withdrawal been sent?

Pavel K

Casino Guru Team

I have received my Bitcoin withdrawal. Thank you for all the help.

Hello, Nypirate29,

I'm happy to hear that you have received your funds! I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank Nick and Sunrise Slots Casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team