The player from California had been facing delays in receiving her approved withdrawal from the casino. Despite assurances from customer service and escalation of the issue three times, the payment had not been sent for two months. After providing the necessary details and communicating with the casino, the player confirmed she received her payment. We had subsequently marked the complaint as resolved.
Sunrise Slots Casino - Player’s approved withdrawal is delayed.
Amount: $200
Sunrise Slots Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
I requested my withdrawal in March. It was approved April 2. They still have not sent it. It's been escalated three times now. Every time I get the same response- 24-48 hours they will respond to me. They still have not responded. The customer service people do but they actually aren't any use. You need their financial department and apparently they don't talk to people.... so now it's been literally 2 months since the withdrawal was approved. In fact they even let me accept bonuses again and I have the chat recorded establishing that the withdrawal is in fact approved and the only thing I'm waiting on is the money to actually be sent...
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5 months ago
Dear laceyholmes926,
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.
- Have you made any successful withdrawals before?
- 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
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5 months ago
I have never cashed out before with them. I did pass the verification process. I had close to $1000 in winnings at one point but cashed out the $200 so those are gone. Then I deposited more because that's what I was instructed to do to be able to keep playing even though had a withdrawal. Since obviously you can't get any bonuses while pending withdrawal. Then i noticed all their bonuses are in tiers however you can't accept them because of their horrible withdrawal process I contacted them again to make sure I wasn't misunderstanding something.
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5 months ago
Thank you for your reply, laceyholmes926. Could you please post a screenshot of your withdrawal history here in this thread?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
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5 months ago
Dear laceyholmes926,
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,
Kristina
Casino.Guru
