Sunrise Slots Casino - Player's account verification and access have been delayed.

Won 10k on here. Went down to 8k. This was September 25th. In order to withdraw I needed my account verified so I followed instructions and emailed them (four times now) and I have been completely ignored for 3 weeks now. Now I can’t even log into my account.

Hello Ceebee93,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I sent an email including proof of address and a photo of my state identification card on 9/25/23. Nothing has been approved, I have not heard back from them.

Unfortunately I’ve had no contact with the casino as I’ve sent multiple emails and received no response. When I attempt to log in, I receive an error page. I wish I could at least get back into my account.

Hello Ceebee9 and thank you for the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Ceebee93 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sunrise Slots Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Thank you. Along with the fact I can no longer log into the account. I still have not received a response for my multiple emails 🙁

Greetings all,

I had the opportunity to review the situation and there are a number of issues I'm afraid, the primary and "winning" account is definitely active however. Perhaps you are trying to log into the secondary account you had deactivated after your win Ceebee93. There is also an additional active account in the same household which is prohibited by terms and conditions of the casino (one account per player or household).

The main issue here however is the inability of our 3rd party payment providers to collect on your deposits Ceebee93, including (and most importantly) the winning deposit. Since the funds could not be collected the win itself will be denied once requested as the funds would not be eligible for withdrawal.

I can assist with the documents and account verification process of course, but unfortunately the end result would be the same. If you would like to go ahead and verify your account any way Ceebee93 let me know and I will email you the necessaries to get the process completed.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Sunrise

Dear Ceebee93, Nick has provided me with evidence of the inability of the casino's 3rd party payment providers to collect on your deposits and therefore the winnings will not be eligible for withdrawal. This complaint will be unfortunately rejected but before I do so I want to give you the option to verify your account. Let us know so Nick will be able to assist you.

Thank you in advance!

Of course I don’t want to verify my account as it should never have taken me going through a third party website to obtain answers. I was ignored multiple times and now for over a month. This could have easily been cleared up had someone communicated. Your costumer service is horrendous.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.