The player from the US had claimed that her $100 withdrawal request, which had been approved six weeks prior, had not been processed by the casino's financial team. Upon investigation, we found that the payment had been released to her registered Bitcoin address and was confirmed as delivered in the Blockchain Explorer. The casino had advised the player to contact her wallet provider if she had not received the funds. The player confirmed the resolution of her issue, and we had marked the complaint as 'resolved' in our system.
Sunrise Slots Casino - Delayed withdrawal at the casino for the player.
Amount: $100
Sunrise Slots Casino
Safety Index:Below averageSafety Index
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5.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
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7 months ago
My request was approved but I keep getting the run around from the financial team
Mar. 27, 01:28 pm
Bitcoin Withdrawal approved
Requested 2024-03-18 11:40 pm
$-100.00
Public
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7 months ago
Dear bcarter74,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
- Do I understand correctly that the withdrawal is still pending inside your account without being processed?
- Have you been advised why you can’t withdraw your winnings?
- Is it an internal casino system issue, or it’s related to your account only?
- Were your winnings accumulated with or without an active bonus?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is an unusually long time.
However, 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
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7 months ago
I was told it I would receive it:
This is the last response from them:
It has not been sent yet but as soon as we get any updates on it an email will be sent to you with the details.
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7 months ago
Thank you very much, bcarter74, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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7 months ago
Dear bcarter74,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Sunrise Slots Casino representative to join this conversation.
Dear Sunrise Slots Casino,
Could you please clarify the situation for us?
Thank you in advance,
Mirka
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7 months ago
Greetings all,
Payment was released to the registered Bitcoin address on the 2nd of May and is confirmed delivered in Blockchain Explorer, if you have not received the funds bcarter74 then you should contact your wallet provider.
Best wishes,
Nick and Sunrise
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7 months ago
Dear bcarter74,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and 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.
Best regards,
Mirka
Casino.Guru
