Sunrise Slots Casino - Player’s bitcoin withdrawal is severely delayed.

Hello!

really hoping to get some help here 😕

This is my second withdrawal request with sunrise slots. The first was on 10/23/23 using their "coindraw method" and the process wasn’t a problem. I received payout within a few days.

I made my second withdrawal request on 11/1/23 but this time the "coindraw" option was not available for whatever reason. (They said it’s random when it’s available or not…) so they told me the bitcoin withdrawal was the next quickest option. My deposit was made using bitcoin also. Per their terms: it takes 7-10 business days to review/ approve. And then another 7-10 business days to pay. My withdrawal (after being "escalated" twice) was not approved until 11/22/23. The approval was over the 7-10 business days so I of course had a feeling it would be over the 7-10 business days to get paid as well. I was told my payout would be sent by 12/6/23 and it was not. It was escalated and I was told to check back on 12/8/23 and I did. Nothing- they escalated again. I have been checking in with their customer support on the chat every other day and I keep getting told it’s escalated and to wait a few days for it to be reviewed. I have been told this over and over for weeks. We are now 19 business days past the day it was approved and almost 2 months past the day it was first requested. I can’t get a straight answer on when I will be paid and I keep getting lied to about when it will be done. I have a LOT of screen shots from conversations with customer support. This is my second withdrawal so all documents of mine are approved- I asked multiple times making sure it’s nothing on my end and they said they have everything needed and approved. Just waiting for them to send the money.

If my first withdrawal only took a few days then this one should NOT take 2 months. I know the coindraw and bitcoin withdrawal methods are different but if bitcoin is instant to deposit then it should also be instant to withdrawal (like most online casinos). I know there have been a lot of similar complaints but I would really appreciate any and all help! Thanks in advance!

Dear mchulock137,

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. Could you please post a screenshot of your withdrawal/transaction history here in this thread? Have you passed the KYC verification?

Have you accumulated 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

thank you!

yes they have had my information/ documents verified for a while. I have screen shots of that as well as my first withdrawal with them (which was no problem and pretty quick). I used bitcoin for both deposits and withdrawals. Like I mentioned above- my first withdrawal used their "coindraw method" because it was said to be the quickest. On this second withdrawal, the one I am dealing with now- the coindraw method wasn’t available so I did bitcoin. (Not sure why one takes longer when the deposit and withdrawal methods were all used with bitcoin).

I have my attachments showing previous transactions and approvals. Also the bonus that was used for this current withdrawal. It was approved on 11/22 (should have been approved sooner), so if approved it should not be this long to receive payment. It’s not following their own terms and conditions.

appreciate the quick response along with any help!! Thank you!

Thank you very much for your reply, mchulock137. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello! I just sent two emails 🙂 sorry for all of the screen shots. I wanted to make sure I kept record of every conversation and I have checked in almost every day for 3 weeks now…

so upsetting. Especially with the holidays 😔

appreciate your time and help. Thank you!

I just sent you another email this morning with more screen shots. Zero help or answers from them and they disconnected me from the chat.

I apologize, but I haven't found any emails from the email address you used to submit this complaint. Could you please forward everything again?

hello!

I just tried forwarding all the emails again to kristina.s@casino.guru.

hopefully all the screen shots aren’t keeping them from coming through but they emails show successfully sent on my end.

as another update- these screen shots are from yesterday and still nothing 🙁

Screen shots continued to go with my previous post because it wouldn’t let me attach all of them on one post

Hello! Just checking if you received the emails this time? Along with the responses above. Thank you!

Thank you very much, mchulock137, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear mchulock137,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Sunrise Slots Casino representative to join this conversation.

Dear Sunrise Slots Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Greetings all,

I have reviewed the situation and I'll see what can be done to assist, if anything else is required I will let everyone know here. Please confirm when the payment arrives mchulock137!

Best wishes,

Nick and Sunrise

I received my withdrawal payment!! I almost didn’t believe it when I saw it!! Thank you so so much for your help!!!

Dear mchulock137,

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,

Mirka

Casino.Guru