Sunrise Slots Casino - Player faces delayed $4725 withdrawal and loss of VIP status.

I have 2 withdrawals, the first one, won and requested on JULY 17th for $2225.00

and the other one won on JULY 25th for $2500.00

On 7/26 WIRE TRANSFER WITHDRAWL APPROVED FOR $2225.00

On 8/9 WIRE TRANSFER WITHDRAWL APPROVED FOR $2500.00

I haven't been issued a payout for either. I can still access my account and deposit to play but no bonuses can be used. For some reason my valuable VIP status has been withdrawn and I no longer hold a VIP since my requests.

I try to get in contact with them and the phone # provided is an operator letting you know no one is available to take the call. I email and response. I can still go into to chat but all they ever tell me is that its been "escalated" check back in 24-48 hrs. I check back and get the same line "its been escalated, please check back in 24-48 hrs."

Here is my contact information if you need it, please feel free to contact me

714-249-0****

missd****@gmail.com

Hello missdeb326,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sunrise Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that it is completely up to the casino whether they give players bonuses and we can't force them to do so.

Looking forward to your answer.

Regards,

Nick

HI Nick

Yes, my account was verified I believe it was a year ago when I first signed up. I sent supporting documents drivers license, front and back of card(s) Utility bill verifying home address AGAIN on July 11th when the winnings withdrawal was 1st requested for $2225.00 and was told the second winning $2500.00 didn't need anything verified since the winnings were so close together and I had just submitted everything on July 11th

No Bonus was used on both transactions was REAL MONEY

I spoke with the casino just yesterday regarding my winning payout. Nothing was resolved, nothing had been updated so they escalated it for the 100th time AGAIN.

Thank you missdeb326 for all the information provided so far. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi missdeb326,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Sunrise Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal requests and when they can expect them to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Greetings all,

I've reviewed the case and I'll see what can be done to assist, if anything else is required on the player end I will post here.

Best wishes,

Nick and Sunrise

Hey all,

Payment was issued by the casino yesterday evening to our 3rd party payment providers for disbursal in the requested method of bank wire transfer. Once the casino has issued payment we are generally looking at up to 10 business days on delivery but can be more or less than this depending on volume and other factors on the part of the payment providers.

Best wishes,

Nick and Sunrise

Thank you for the assistance, Nick.

Dear missdeb326, as you can see the casino representative informed us that your withdrawal request was processed. I will set the time for 14 days, since it may time until you receive your winnings. Please, let us know as soon as you get the payment.

Hi Everyone! I received one of my two winnings paid out. I got the $2500 now just waiting on the $2225. I dont think it would have happened if it wasnt for Casino Guru & Natalia. a BIG THANK YOU to them. Now lets see what happens with my other winnings! Stay tuned 🙂

Dear missdeb326, that's great to hear, thank you for the updates. I hope the second payment will reach you soon as well 🙂

Greetings all,

This payment was sent out to our 3rd party payment providers on the 10th of August and should have arrived by now. The total amount issued was $2080 after removal of wire fees and one disputed deposit that was recalled by your bank (per player agreement with our service department), please re-check your bank account for the period following the 10th of August missdeb326. As the payment is marked delivered by our payment providers and there is no rejected or returned wire if it still cannot be located we will need complete bank statements from the beginning of August to present in order to establish this fact and begin the process of reissuing payment.

Best wishes,

Nick and Sunrise

I have my bank statements ready just tell me where to send them and they will be on the way. Thanks

Ok I just sent over my bank statement via Email to Sunrise. Lets see what happens. They have been really good in communicating and Nick has been wonderful looking into my situation.

Well guys I sent in my bank documents as requested and another reprsentative responded / emailed me back pretty much saying nothing except the same as before...nothing they can do it's their third party provider, they are behind in processing yadda yadda yadda same ole run around. Here Nick tells me it's been paid to send over bank statements. So i do then I get another person telling me its the provider processing payment is behind.. which is it? Have i been paid or is it still pending?

Hey missdeb326,

I spoke personally with the payout manager yesterday and she informed me that this particular payment is part of a batch delayed due to payout volumes with a particular 3 party provider and that the information I was using was in fact only partially correct. On the positive side she assured me that the payments were accounted for and forthcoming, on the down side she could not give me a specific date. Just "soon". So apologies for that, but it shouldn't be too long now. Let us know when it comes in and sorry for any unnecessary steps based on my info.

Best wishes,

Nick and Sunrise

Hi everyone, thank you for the updates.

We'll keep the complaint open, and I'll set the timer for another 2 weeks. I hope the last payment will be processed during this time frame.

Just checking in; it's been about a week and nothing yet, Still waiting

Dear missdeb326,

Have you received your withdrawal from the casino yet?

Hi guys!!!

Nothing on the 2nd payment.

Dear missdeb326, sorry for the late reply. Can you please let me know if there have been updates after your last message? We'll be contacting the casino again if there's no news.

Hi! No worries....No changes or updates No deposits NOTHING

Thanks Natalie 🙂

Dear Nick and Sunrise Slots, could you please check if the second payment was already processed? I'd appreciate it if you could send me any proof, thank you.

Greetings all,

I genuinely apologize for the delay, the 3rd party payment system is slower than any of us would prefer however this is exceptional even by the standards of the system we use. I have once again been assured that payment is forthcoming "shortly" however at this point we can only wait I'm afraid. Hopefully it comes in soon.

The payment note has been provided to Natalia to at least show that it was processed and paid on our end some time ago.

Best wishes,

Nick and Sunrise

It took you 6 days to reply with that answer? Im getting a little annoyed now. Why do I have to wait for a third party? I thinjs Its either BS or Sunrise is getting ripped off by their own 3rd party payment processors. (Proof of payment sent) If you sent them the money why haven't they processed it? Hey I have an idea...why doesnt the casino go ahead and issue me another payment straight from sunrise this time, not use a 3rd party and sunrise goes ahead and waits to get their monies back from the 3rd party that's not paying sunrise winners

Dear missdeb326, would you please send me a bank statement as well where we can see that you have successfully received the first payment and the second one has never reached your account? You can send it to my email at natalia.b@casino.guru. Thank you.

I understand your frustration, but it happens sometimes, unfortunately, that there are delays because of the 3rd party providers, and these are unpredictable and cannot be influenced by casinos. I really hope that it will be resolved naturally. As soon as we get the documents from you, we'll see how to proceed with the complaint, I'll let you know.

Regards,

Natalia

I finally received the payment a couple days ago. Thank you Natalia and casino guru for all your help. I know where I will never ever play again lol!!

Dear missdeb326,

Thanks for the updates, I'm glad to hear that your issue has been finally resolved successfully, though it took some longer time. 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,

Natalia

Casino.Guru