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

I won $907 with a no deposit bonus code 48 days ago. I played through the wagering requirements. I made a deposit for verification like the casino requested. A representative assured me that they had all documentation needed for the withdrawal. The withdrawal was approved on 10/14/22. I have been told a certain time frame more than once, but at the end of the time frame a casino representative just adds more time to the delay. My withdrawalhas been escalated more than once as stated by the casino.

I feel I need help or they will just blow me off and not pay.

Dear Kmarie222,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past? Do I understand correctly that your winnings were accumulated from a free bonus purely, without placing any real money deposit?

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

I understand the payment method issue. I've been told different things about when I would receive the payment though. Its been 48 days and I've been told withing 20 days, I've been told within 48-72 hours, I've been told within the next business days, so I feel they just keep putting it off or are not going to pay it and waiting for me to let it go. As I said, and in the screen shots, the casino said they have everything they need from me for verification. Also, I have made a real money deposit to the casino.

I hope you can help me too. Thank you.

Thank you very much, Kmarie222, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you so much!

Dear Kmarie222,

I have looked at your complaint as well as the provided screenshots and I understand your frustration. I’ll contact the casino team and try my best to resolve the issue as soon as possible.

I would like to invite the representatives of Sunrise Slots Casino to join this conversation and participate in the resolution of Kmarie222’s complaint.

Dear casino team,

Could you please indicate the time frame in which Kmarie222 can expect her withdrawal to be processed?

Greetings all,

I've review the situation and I'll see what can be done to assist. If you could kindly confirm your Bitcoin address for me Kmarie222 I'm certain that Andrej will be kind enough to lock the comment from prying eyes.

Best wishes,

Nick and Sunrise Slots

Thank you, Nick, for the reply, and Kmarie222, for your cooperation.

Dear Nick,

Could you please update us? I’m setting the timer for 7 days.

Greetings all,

Apologies for the delay I was out of the office. Thanks so much for your cooperation Kmarie222, your player account is now updated with the most current Bitcoin address. I'll see what can be done to get things out the door for you.

Best wishes,

Nick and Sunrise Slots

Thank you Nick for the reply. I’m setting the timer for 7 days. We’ll wait for further updates from your side.

Thank you so much

Hey all,

Just confirming that we should be paid in full now, payment went out via Bitcoin a few minutes ago and has been confirmed received in Blockchain Explorer. 🙂

Best wishes,

Nick and Sunrise Slots

Thank you so much Andrej and Nick! I have received the payment!!

Thank you, Nick, for the update.

And Kmarie222, thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad the issue has been successfully resolved. We will now mark your complaint as 'Resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru