The player from Germany has not received her withdrawal. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Sunrise Slots Casino - Player's struggling to withdraw her winnings.
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
Public
Public
1 year ago
Translation
Hello ,
I submitted 2500 USD as a prize on 11/11/2022 . The bonus was immediately deducted . The prize was approved . I submitted all the documents and I was told that they were akk complete. BUT the profit has not been paid out until today. I keep asking there and am always put off that it will be paid out soon. And that I have to wait 7 to 20 days for approval. This time is long gone. And I am told that it is with the Bitcoin Plattfir generally have problems .Only strange , everything works fine when making a deposit .And I even submitted my bank details .But it doesn't seem to work that the money is transferred .Maybe I'm too impatient , but it's taking me too long Long .
Automatic translation:
Public
Public
1 year ago
Dear Karin66,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
1 year ago
Translation
I had a win in this casino for the first time and verified myself immediately. Everything worked with the verification. On November 11th I submitted everything, on November 15th, 2022 it was already approved and now only the payout is missing. But nothing happens . They apologize every time and said there are delays in the bitcoin payout, but everyone says something different. The next one wrote that I would be there for the next payout. But that was 14 days ago. And you have the option to send it via bitcoin or bank account. I have specified everything.
I played jackpot pirates in another casino, the amount was in my account within 2 days.
But here at Sunrise Slots even though the amount is approved it doesn't come.
Automatic translation:
Public
Public
1 year ago
Translation
I just saw that I can only view my transaction data up to 11/15/22, everything else is gone from before.
And the approval date was set to 11/16. But I have screenshots that prove it right.
Automatic translation:
Public
Public
1 year ago
Translation
Unfortunately I don't know how to download these screenshots here.
Automatic translation:
Public
Public
1 year ago
Translation
Hello Kristina,
the payment of the money was set as approved already on 15 11th.
Automatic translation:
Public
Public
1 year ago
Translation
Today I received a call from Sunrise slot casino. Since my English is not very good, I did not understand everything, but I said so on the phone. I also received emails and my payout should proceed. They could not tell me the payout date, but it should be soon so it was confirmed to me .Now I keep waiting.
Automatic translation:
Public
Public
1 year ago
Thank you very much for your reply, Karin66. Since it seems that there has been some progress, I would recommend that we wait for one more week. Please, keep us informed about any further developments so we can proceed with this complaint accordingly.
In the meantime, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Public
Public
1 year ago
Translation
Good morning ,
is your email address
kristina.s@casino.guru ?
Automatic translation:
Public
Public
1 year ago
Greetings all,
I reviewed this case a couple days ago and did what I could to help, now I can confirm we are paid in full. Payment went out via Bitcoin a few minutes ago and has been confirmed received in Blockchain Explorer. 🙂
Best wishes,
Nick and Sunrise Slots
Public
Public
1 year ago
Translation
Thank you for your help. I am happy that the money arrived.
Automatic translation:
Public
Public
1 year ago
Dear Karin66,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina,
Casino.Guru
