The player from Arizona had experienced a lengthy withdrawal delay for three separate amounts, two of which ($100 and $2500) had remained unpaid. He had been in contact with the customer service, but had been repeatedly told that a third-party payer was causing the delay. After the Complaints Team had intervened and contacted the casino, the casino had clarified that the delay was due to the manual processing of Bitcoin payments. The casino representative had confirmed that the $100 payment was completed and had suggested the player contact his wallet provider. The player had confirmed the receipt of the two payments and the issue had been successfully resolved.
Sunrise Slots Casino - Player facing extended withdrawal delay.
Amount: $2,600
Sunrise Slots Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.0
Sunrise Slots Casino has a Safety Index of 5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Hello,
I have been waiting extremley long for withdraws, there were 3 in total
02/15/2024 - $100.00 unpaid Btc.
03/05/2024 - $2000.00 Paid Btc Coindraw on 03/17/2024
03//10/2024- $2500.00 Unpaid Btc,
I have had good wd in the past.
Many emails and good customer service in chat but yet they are telling me it's there 3rdparty payer is delay now except Coindraw paid quick but was unavailable when I submitted WD for 2500.00
I spoke with chat several times last week case was elevated on told 24-48 hrs for response. after 3 days spoke in chat again and was told moved up on pay list to 24 hrs. its been 2 days now.
Here are screen shots and emails for your review.
Thank you,
jelvis
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8 months ago
Dear jim2k1177,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- When did you make the last successful withdrawal and how many days did it take to be processed?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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8 months ago
On march 5th I played with a deposit no rules bonus and I won 10,642.00, submitted WD for (2000.00 weekly max)using Coindraw on same day. Received payment on march 17.
On march 10, submitted for WD for $2500. BTC
(as coindraw was not available) WD was approved on march 22, on April 8 was told 3rd party payer’s were having issues. I was KYC in 2022 and updated in March.
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8 months ago
Thank you very much, jim2k1177, for your cooperation. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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8 months ago
Dear jim2k1177,
This is Dominika and from now on, I will be taking care of your complaint. I would like to invite Sunrise Slots Casino's representatives to join this discussion in order to resolve the issue.
Dear Sunrise Slots Casino, could you please state the reason why the player's withdrawals have not yet been paid out and when can he expect the payment?
Thank you in advance for providing the information.
Kind regards,
Dominika
Casino.Guru
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8 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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7 months ago
Greetings all,
I can see the payment for $100 was completed on the 24th of April and is confirmed delivered in blockchain, I would suggest contacting your wallet provider if you have not seen it jim2k1177. The $2000 payment was requested (and paid shortly after) using Coindraw which is almost entirely automated and results in much faster payouts. The more recent request is standard Bitcoin which is a manual process and relies on actual human beings and manual processes which can take considerably longer depending on current payout volumes, nonetheless I'll see what can be done to expedite things on your behalf.
Best wishes,
Nick and Sunrise
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7 months ago
Thank you for the information.
Dear jim2k1177, could you please confirm that you have received the two payments, please?
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7 months ago
Dear jim2k1177,
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,
Dominika
Casino.Guru
