Sunrise Slots Casino - Player’s Bitcoin withdrawal is repeatedly denied.

I have been denied twice the first time was for $800 and requested it to be sent in Bitcoin and 4 days later maybe 5 I went back on the side it was in my account again. So the second time I requested $775 in Bitcoin and it was not again it's in my account right now and I want to withdraw it I need it badly the reason I requested Bitcoin is on their side it said it was the fastest way to receive the money I even gave them copy of my ID front and back and picture of holding mighty made $10 deposit in Bitcoin the show that I have owned a Bitcoin wallet. Still no dice spoken to the customer service over chat they had not reviewed my documentation fully to wait 24 hours and try to cash out again but that was the first time I tried to cash out. This last time I have emailed them and asked him why I was denied if not responded back besides with an email saying that it was going to take them longer to respond because of the excess emails they have been getting. I really need this money right now I made deposits and earned it firing square please help me Mr guru guy!!!

Dear jeremyedwards709,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you received a confirmation that your account has been fully verified?
• When was the last time you requested a withdrawal and when was it canceled?
• Have you accumulated your winnings with the help of a bonus?

Looking forward to hearing from you.

Best regards,

Tomas

I'm not 100% positive that my account has been fully verified but I know when I talk to customer service so their chat services they told me that my documentation had not fully been reviewed but he was going to put a rush on it and for me to wait 24 hours and to try to cash out again I waited 48 hours before I tried. And the first time I tried to cash out which was $800 was on the 23rd of December. I noticed 3 days later on the 26th of December that the $800 is back on my account on the casino website so high sent out another cash out request that day for $775 on the 26th of December. I think it was maybe four or five days later I noticed that they had put it back in my account and that's what it's at now is $775 and some change. And no I am pretty sure that it was not from any bonus or anything like that I made more than one deposit the first being a $30 deposit and a couple more deposits after that or $30 and even made a Bitcoin positive $10 to show that I had a Bitcoin wallet in order to even cash out the first time. But I am also New to you online betting but I have one on other websites like ignition casino and received my payout 24 hours later which it wasn't Bitcoin but it didn't matter to me was surprised I got it 24 hours after. Wish sunrise was the same because I really really could use the money and put my foot recently and am not working and don't understand what I didn't do or what I need to do to get this money I thought maybe it was because sunrise is a UK based casino! Beginning to wonder if I will ever get it and I'm hoping and praying you guys and help me receive it finally!!! You all so much for looking into my case and hopefully I will hear from you soon and if you need anything else please feel free to email me or if you need other ways to contact me let me know and I can give you my other emails or phone number.

Thank you very much, jeremyedwards709, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi jeremyedwards709,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Sunrise Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the reason for declining player's withdrawal requests? Was his account already verified or the documents are still being reviewed?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Greetings all,

The good news is I should be able to get the winning funds paid out via Bitcoin if you can confirm your Bitcoin address jeremyedwards709, no guarantees (this will be determined by our payouts department) but seems quite likely. The bad news is I reviewed your transaction history. It will still need to be reviewed by our approvals department (once it is re-requested for withdrawal as the balance has been placed back in your account due to lack of a payout method) but the winning funds initially came from a free chip with a $100 maximum cashout value. There were cash deposits placed on top (as well as tournament play) but the funds hold those rules until after withdrawal, this means that the maximum amount that can be withdrawn in this situation is $100. I can most likely have the funds from the cash deposits re-deposited back to the casino account as cash for play once the withdrawal is approved however this is the situation currently.

Please visit our service department and provide them with your Bitcoin address and re-request the funds for withdrawal jeremyedwards709.

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

Best wishes,

Nick and Sunrise

Thank you, Sunrise Slots Casino, for the explanation and the supporting evidence.

Dear jeremyedwards709, we have checked the evidence by the casino representative and it looks that the winnings in question came from a no-deposit bonus for 25 spins, that have a maximum cashout of $100. I believe we can also refer to the casino's terms:

While mixing deposits and a free bonus are not allowed, we are aware that this may happen from time to time. If, for whatever reason, you make a deposit while using a No Deposit Bonus (e.g. Free Chip, Free Spins offer, etc.), the wagering requirements and maximum allowed cash-out of the no-deposit bonus will still apply. Once you have completed your play with the no deposit bonus, whether by requesting a withdrawal (with any excess winnings above the maximum allowed cash-out being removed) or by your total balance reaching below $1, we will credit the amount of your deposit back into your casino account along with whatever deposit bonus you would like.

So we think that the casino is acting in accordance with the terms. We agree that the max cashout for the bonus should be paid out and the deposits made while the no deposit bonus was active should be returned to your balance.

Please, let me know if you have already reached the casino support to provide them with your Bitcoin address to get the winnings.

I have reached the Casino and they verified my documents finally and my Bitcoin wallet has been verified but still no payment as of yet hopefully it will come through with in the next few days they said 7-10 business days and that was last Friday so we will see thanks for you all helping me I mean weather or not I get the full payment or not as long as I get something I will be happy and will know what to do before I play again with any online casinos

Thank you for the updates, jeremyedwards709.

I hope that Nick from Sunrise Slots can check what is the status of the payment and share any other news.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

I have been informed that the approved withdrawal will be released via Bitcoin in the coming business day(s). Let us know when that arrives jeremyedwards709.

Best wishes,

Nick and Sunrise

Thank you, Sunrise Slots Casino.

Dear jeremyedwards709, please keep us informed about the status of your withdrawal. I'll keep your complaint opened until you confirm the successful receiving of the funds.

Dear jeremyedwards709,

Have you received your withdrawal from the casino yet?

Dear jeremyedwards709,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.