Sunrise Slots Casino - Player's Bitcoin withdrawal delayed.

After tons of issues with the casinos side of things, my withdrawal via bitcoin was approved on August 9th. The funds don’t even show in my account, and I can’t get a reply to check on it other than the canned response regarding time lines.

Dear hec4653,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

This isn’t my first withdrawal. I got a follow up email apologizing for the inconvenience

ut can’t get any further response and nothing has changed. I’ve reached out to the VIP staff as well. I withdrew 95 on July 14th successfully and have had a tournament win of over $1000 that I received within 3 days before.

I added screenshots

This was the latest because I keep emailing them. It’s vague with no estimate time frame. I’m tired of empty apologies when no delay depositing money of course.

Thank you very much, hec4653, 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 hec4653 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!

You can close this, I finally got paid. Thank you, I am sure filing a complaint helped this. I’ve had similar issues with inclave casinos and after I file a complaint actually get paid.

Dear hec4653,

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