The player from the United States is facing difficulties in receiving a payment, which was claimed and approved on 9-13-2023 but still hasn't received it after a month. The player is getting different responses from customer service with each interaction. Player’s complaint has been resolved successfully.
Sunrise Slots Casino - Player's payment is significantly delayed.
Amount: $2,500
Sunrise Slots Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.6
Sunrise Slots Casino has a Safety Index of 5.6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
I must say I have been paid by sunrise several times.( smaller amounts)Except one time ($10,000) I was forced to spend because they were giving me the run around. AND THIS TIME. It has now been a month and a half. And it was approved on 9-13-2023. I waited out all time frames. It disappeared off of the pending withdrawal page also on 9-13-2023. I was told to be patient that there Payment provider was behind. Now after several chats and updates and escalations. I'm being told to just wait. I have several chats downloaded and screens hots. I have been lied to several times. And get a different story every chat agent I talk to tells me something different. I've exhausted every time frame and possible delay with documents and don't know what to do so I'm asking you guys for help please. I did not want to do this but I feel like it is now necessary they are not taking me seriously. I like the casino if it wasn't for this payment issues. Here are a couple chars. I have several more saved if needed. Showing discrepancies In There stories and what not.
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1 year ago
Dear troycornelius509,
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 one 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
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1 year ago
Dear troycornelius509,
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.
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1 year ago
Okay they paid me. Thank you guys for your help. And always being here to listen and hold casinos responsible. You guys are awesome!
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, troycornelius509, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
