Sunrise Slots Casino - Player’s struggling to complete account verification.

I've completed kyc, sent Bitcoin address and they keep wanting more and more documents. Support says I don't need them but finance says I do. They will not pay in any form when the easiest is Bitcoin. I even told them to maile a check. Because of this they have lost a player

Dear Ryan,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents have you provided and when exactly? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Licence, insurance all thru your 3rd party that's been verified.

Thank you very much for your reply, Ryan. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. 

Additionally, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

I provided licenses, insurance bill and selphie on their portal. They are now saying their Bitcoin payment system is not working and want crazy personal info to send a check. Seems like fraud to me!

Thank you very much Ryan for your reply. I will now transfer your complaint to my colleague Tomas (tomas@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 soon.

Hello Ryan,

I will assist you with the complaint from now on. I would like to ask the representatives of Sunrise Slots casino to join the discussion in order to help us resolve the issue of ongoing verification.

Sunrise Slots Casino,

could you provide an explanation of what is required from Ryan in order to complete the verification?

I have completed the KYC. They stated they changed policy now on additional documents required. I asked for Bitcoin payment it has been over 2 weeks and they state they are having issues with their Bitcoin system. They offered a check which requires even more information I will not provide. This site seems very much a scam and possibly using it for identity theft.

Thanks for the update, Ryan.

I've found your email. The decision is up to you. While troubles with the payment processors are not uncommon in casinos, it can be frustrating to just wait for your money to arrive.

From the email you provided, it seems your withdrawal request was not canceled and is just delayed. Unless we receive a reply to the complaint there is not much else I can advise you. Hopefully, they'll reply soon.

Their deposit processor is having no issues. Funny how parent processors always have issues.

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’.

Dear Ryan,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.