Sunrise Slots Casino - Player's struggling to withdraw her winnings.

I have been trying to make a withdrawal since 5/30/22. I have submitted my documents several times because they keep re-requesting them.

I spoke to Paul Manley in love chat today, and he copied and pasted their standard BS. When I pressed him for a date that I can expect my withdrawal, he told me the withdrawal was denied. When I asked why, he stated that they were missing documents.

He told me that I now needed to send in a picture of me holding my ID and a copy of TODAY'S NEWSPAPER. What? Is this a proof of life situation? He also informed me I needed to send in a picture of my Bitcoin address.

Yesterday, I received an email from this same casino stating this:

This is Sofi Mendez with Sunrise. I am contacting you to let you know that, in addition to this 325% no rules match we're offering for Bitcoin deposits, we're also offering faster payouts for Bitcoin depositors than with any other method. Often times less than 48hrs from the time of your withdrawal request!

Obviously, this is a crock of lies. There is no Bitcoin option on their withdrawal page. You have to use the wire transfer option and list your Bitcoin address in the account number/routing number and 00000000 as the SWIFT code. They even ask for the city you were born in. Why do they need to know that?

I just re-requested the withdrawal again today. When I submitted it, it told me that they will review it in the next 5 days. Hmmm, where's that 48 hour withdrawal they talked about?

They just keep throwing up barriers to avoid having to pay out.

Can you please assist me in getting my withdrawal? Thank you for the work you do!!

Dear Jaxson59,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that you have provided all the required documents? Have you already received any confirmation regarding successful verification? Have you made any successful withdrawals before?

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

I received this message on 6/1:

Thanks so much for reaching out! This auto-reply is just to let you know we received your email and will get back to you with an agent response as soon as possible.

You case number is 151278253 for future reference.

If you have any additional information that you think will help us to assist you, please feel free to reply to this email.

We look forward to chatting soon!

I never received an agent response as promised.

Then on 6/6/22, I received this message:

Hi, Jacqueline, this is Jay from the Quality Assurance department here at Sunrise Slots.

I like to do a weekly check-in with all of our valued players over the past week just to make sure we are living up to your expectations here. How are we doing?

If there is any question I can answer, improvement we can make, or any other suggestion you might have to improve your overall experience here at Sunrise Slots, please let me know.

You can reply to this email and, if you'd like, you can even ask for someone from quality assurance to give you a call back.

Thank you so much for taking the time to read this message and for giving us the opportunity to make Sunrise Slots your favorite place to play online.

I hope to hear from you soon.

Sincerely,

Jay Lopez

Quality Assurance Manager

I emailed him asking for assistance but have not heard anything back.

Then, on 6/8, I received this email:

Hello customer,

Hope you are having a great day!

The reason for this email is to inform you that the withdraw requested was denied due to not having the required documents on file.

If you want more information about it, please feel free to contact the VIP team via phone or through the Live Chat.

Kind Regards

Allison

Finance Team

After receiving this, I contacted Live Chat and that's when I was told the missing document was a selfie of me holding my ID and a copy of today's newspaper. I would even entertain that, except I can barely get a legible picture of myself holding an ID much less trying to add a page of a newspaper.

I sent them my first email on 5/27 asking what docs they needed but never heard back. I went to their website and read the instructions on submitting documents, but when I sent the email with my docs, it came back undeliverable. I then submitted it to their "HELP" email address. I submitted my documents on 6/1/22.

I have never made a withdrawal here before.

Thank you so much for any assistance you can provide!!!!!

Hello,

I have re-submitted my withdrawal request a couple of times and I am no longer getting the message that I needed to submit any more documents, however, they keep sending me denial emails saying I have not specified a withdrawal method.

This is not true. On the first re-submittal, I requested Bitcoin (and still have my address). On the second one, I selected a courier check.

This casino is maddening. Thank you for your help!!

Thank you for your reply, Jaxson59. Have you accumulated your winnings with or without an active bonus? Do I understand correctly that you currently don't have any pending withdrawals?

Hi Kristina,

Yes, I still have a pending withdrawal. I received this email yesterday:

Hi Jacqueline,

Please provide us an updated Bitcoin address and request the withdrawal one more time and I will update it on your account.

Nathan Garcia

Finance Team

I did as he requested and I am still waiting on my withdrawal.

Thank you!!

Ok, so let's wait for a few more days, and hopefully, you will receive your withdrawal soon. Please, keep us updated.

Dear Jaxson59,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

That's fine. I am pretty disgusted with this casino. It is now over a month and I have not been paid. What's a couple more days? Thank you!!

Could you please advise what is the current status of your withdrawal request? Is it still marked as pending in your account?

Hello Kristina,

This is the last email I received from them on 6/22/22:

Hello Jacqueline,

Hope you are well, the withdrawal requested on 6/16/2022 will be processed as usual and once we get any news on the payment you will be notified via email.

Nathan Garcia

Finance Team

Once again, I don't know where they came up with the withdrawal request date of 6/16/22.

On 6/28/22, you asked me to allow them 7 more days, which I am doing.

Thank you!

Thank you very much Jaxson59 for your reply. I will now transfer your complaint to my colleague Tomáš (tomas.k@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.

Dear Jaxson59,

This is Tomas and from now on, I will be assisting you with this case.

I have reviewed your situation, could you please confirm that the casino has received your documents? If that is the case, you should have received some confirmation, usually via email, that your account is fully verified.

Best Regards,

Tomas

Thank you Jaxson59 for updating us with the necessary information.

Now I would like to invite Sunrise Slots Casino to join the conversation and participate in the resolution of this complaint.

Dear Sunrise Slots Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Hi Tomas,

This is the latest email I received from Sunrise:

Hi Jacqueline,

Checks and Bitcoin have the same fees, $115-$200.99 there is a $15 Service fee.

At this moment we are experiencing a major delay with the check processor so unfortunately no exact time frame may be provided and we are not able to send checks to AK (ALASKA), HI (HAWAII), PR (Puerto Rico) and WA (WASHINGTON State). If you would still like to use this method, please provide us with the following information:

♦Name:

♦Address:

♦Place of Birth (City, state and country) (If the country of birth is different from the country of residence, you will need to send proof of legal residency):

♦Bank Name:

♦Checking or Savings Account:

♦Type of personal account? (all banks offer a wide variety of personal accounts, please contact the bank to find out):

♦Does your Bank Accept International Checks?

♦Are you aware and accept the delays with the Checks?

These are some of the banks we cannot send checks to:

•American Express National Bank •Atascasa National Bank •Axos Bank formally known as BOFI •Bancorp Bank, Bancorp South Bank •Bankers Bank •Barclay's Bank (US) •Baxter bank •BB&T Bank (Branch Banking & Trust) •BBVA (Banco Bilbao Vizcaya Argentaria) •Beyond Bank •BOFI Federal Bank •Bremer Bank •Capital One •Carsons Bank •Centier Bank •Citizens Equity first Bank •Community Federal Savings Bank •Community National Bank •Credit Unions •Choice Bank •Diamond Bank •Eastern Bank •Electronic , Digital Money accounts ( PayPal, Skrill, etc) •Farmers & Merchant Bank •Farmers State Bank •Federal Banks • Fidelity Bank •First Merit Bank •First Tennessee Bank • First Trust Bank •Fort Sill National Bank •Frandsen Bank and Trust •Green Dot Bank •Happy State Bank •IBC Bank (International Bank of Commerce) • Intrust Bank •Kiwi Bank •Meta Bank •Middlesex Savings Bank •Military Branches •Money Transfer Solutions (Transferwise, etc) • National Pennsylvania Bank •The New York Mellon bank, •Oklahoma Bank •Online Banks (Go Bank, Chime, Etrade, etc) •Peoples Bank of Alabama •Prime Meridian Bank •Simple Bank •State Bank of Cold Spring •Synchrony Bank •Thinkmoney •Truist Bank •Traditions Bank • Trustmark National Bank •United Community Bank •US Bank •USAA •Wachovia Bank •Western Union Business Solutions

If have any questions, feel free to contact us back.

Nathan Garcia

Finance Team

On 2022-07-06 16:44, Jackie St. John wrote:

Is there a fee for the check withdrawal since I don't have a choice?

On Wednesday, July 6, 2022, 10:35:14 AM EDT, Payouts Sunrise Casino Emails <payouts@sunrisemails.com> wrote:

Hello Jacqueline,

Please be advised that at the moment we are facing delays with our BTC payments. In order to expedite the process we are suggesting customers to set up a secondary withdrawal solution (Check or Bank Wire) Bitcoin will remain as the primary withdrawal solution and in case there is availability in BTC before a check or wire get confirmed we would shift you back and inform you right away.

Nathan Garcia

Finance Team

On 2022-07-06 13:06, Jackie St. John wrote:

Any update on my withdrawal?

So, if they can't process withdrawals, how are we supposed to get our money? What's funny is that I continue to get emails from them stating their withdrawal period is so fast - 48 hours! haha

Thanks,

Jackie

Dear Jaxson59,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Tomas