Sunrise Slots Casino - Player’s approved payout has been delayed.

My payout has been submitted and approved and I haven't received my payout yet. Its been a month already. I just keep getting the run around . Please advise.

Dear hernandezjon231,

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?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is 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

Dear hernandezjon231,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

The withdraw was pending , then the withdraw was approved I believe the 25th of July. I asked how long after approval will I get my money. The response was 10 to 15 business days. I waited 15 business days still no money. I asked the payout team where is my money the agent said I would get it that day. No money still. So I escalated the issue and still no response. Not one time did they say there was a issue. They just keep telling me that it takes a certain amout of days blah, blah. Same answer every time. I tried calling, its says all agents are busy then hangs up.

I have attached the screens hot of my transactions . I requested the withdraw on july 14th and it was approved the 25th. No money has been received.

Thank you very much, hernandezjon231, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you hernandezjon231 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 what happened to the withdrawal and if we can do anything to help.

Thank you!

Greetings all,

Just confirming that payment in full went out on the 31st of August and is marked delivered in Blockchain Explorer.

Best wishes,

Nick and Sunrise

Thank you very much for the update Nick.

Dear hernandezjon231, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Yes. I did receive my payout. I want to thank you for all your help. It's much appreciated. I will recommend you guys to all my friends. Thanks once again.

Dear hernandezjon231,

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,

Peter