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

I might have already filed a compaaint butim nit sure, I did on trust piolet and another, but I want to warn people. I hit a Jackpot for about $6700 on the mighty Drums slot. It was the grand. When I tried to withdraw the girl told me i had used the money to play a slot tourney. The $30 buyin was way after i had hit the Jackpot and my Bonus was a no rules bonus. And there terms state terms apply unless specified on the Promo the promo says 310% no rules fill you honeypot with winnings. Min $60 deposit. and I deposited $60. Well I made a stink about that and I was told to be careful in the future because this could void my wins. And then they made me go thru the verification process. And that is a Joke, I had to syubmit my stuff so many times it is a complete joke something always wrong or they did not recieve the document or they need a refernce number from a new email. I alredy gave them areference number from the only email that they sent a reference number with. Well I finally bought a nice camera to take really good picks and sent them my Cailf. ID and my birth certificate which I think is stupid since my Calif. ID is proof that I am a citizen and how many people can produce a birth certificate without going thru a bunch of trouble. So today I go back and ask why in my documents it now says i need my payment card. I do not use a debit card i use cripto. Then the girl says she needs to check my account and take forever then comes back at me with i will not get paid because i played a slot tourney with the money. In the slot yourney which is free i used $30 dollars to rebuy, but like I said the Promo wass a no rules and the rebuy did not add or help me hit the Jackpot it was way after. I do not think They will pay up that is why i am only cashing out about $3500, I lost the rest back betting 8 bucks a spin and just having fun. But the $3500 i could really use and i did nothing wrong and went thru alot of garbage to just get verified and i dont know if that is even the case but if you are not verified you would not be able to put in for a withdraw. And I have since seen tons of complaints that look like a copy and paste of what i just discribed. I tried to upload a screenshot of the promo and my jackpot but it failed but i can produce them if needed.

Dear shintaru7532,

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. 

• Do I understand correctly that the casino confiscated your winnings because you played a tournament with bonus money?
• Also, do I understand correctly that verifying your ID seems to be the only issue with documents? Have you provided any other documents and have they all been approved?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

What do i have to do go back and and chat with them again, and keep the chat somehow. because i can go chat with them and I can take a screen shot of the chat or something. But far as getting verified The last time I sent my Birth certificate and my Cakifornia ID and told the rep to make sure they were not blurry before she sends them off to verfication. Now I have a screen shot of my documentaton page. But I do not see the paperclip thing so i could transfer it over here. But if you give me a email address then I could send you a emaiil eith a screenshot because i dont understand what they mean. It says approved then it shows a icon or something of a ID and it says Valid but on the page it also says cannot proccess till we get this document. I have sent all the stuff they ask for over and over. And it also says on the page mo payment card provided/ But i explained to them I use cripto on every deposit i ever did there my debit card wont work because my bank wont let it thru. I cannot and will not send tem a copy of my debit card. There is no use they would just say i never used that card there before. that is what I think. I use cripto to deposit. That is what i was asking about when the cus service lady said i used some of the money to play a slot tourney. But i have already explained. That was way after I hit the jackpot and I won nothing nor did it contribute to me winning the jackpot. Also the promo was a no rules promo. Thanks for really trying to help, and let me know what you need and i will do my best to provide it. Up untill now i have no transcript of any conversation we have had, I told one gut to send me a copy of the chay but he never did. But if you tell me how I will do my best to get any more chats with them . Tanks again I really appriicate it. Sorry my spelling is not so good.

Did you get my reply i think i sent it but it still says waiting for reply

No they have not confiscated the money it still shows pending. But that is what the customer service lady last time i spoke to her, (I was asking why it says i need a payment card when i use cripto. That is when she said they were not going to pay it, But it still shows pending so maybe she was talking out her butt. like I said they tried that when i first hit the Jackpot but when i made a stink saying it was a no rules promo and the money i used to play the slot tourney was after the fact and I recieved nothing from slot tourney so since i played the slot tourney way after i hit the jackpot and I did not make any money from the slot tourney so I did nothing to help me win the money.

well i tried to take screen shots of the chat but it comes out diferent on my PDF reader then what i just sent but there is a good one of what it says on the document page. On my PDf it showed the chat but these pics dont.. And thanks again for trying

I only got most of the conversation its the same stuff like always. so here are the last 2

I just got a message from Sunshine Slots It says please be advised we recieved a wallet address thru our cashier and it has been updated into my account then it gives a bitcoin addreess. Then it says the address will be active for a monththen i says if it changes or I change my or i shift my payment method Iwil need to intorm them right away. and it says if I have any more payments pending keep in mind that all bitcoin transtions are final once sent they cannot cancel or resend payment. And this was a text message. Is this sound right. The only time I ever recieved a payment from a online casino is when i withdraw from Limmitless Casino and they send the bitcoin within 2 hours and i never get a text like this. Does this sound normal and is it not safe to be sending my bitcoin wallet address via text. If you have any thoughts on this please let me know. Thanks again for all the help.

I just chatted with sunrise xupport and they will send the money in 7 to 10 days. But does not know when they will arive. It is due to avalibility. Does that sound good for me .II do not know because of the reviews i have read on them.

Alright, so let's give it a few more days. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Now i have a withdraw request approved and its been a while so i go to the Customer service rep and they want me to copy and paste my bitcoin address on the chat and they also sent it to my phone in a text message when they approved the first withdraw is this practice safe these people do not seem to care about our private info they just seem to keep stalling. When i put in my withdraw request i copy and pasted it to the request and should that not be enough. Also I seen 2 of my requests that are pending shown as canceled so when i ask the rep about them he says they are still pending i do not like the way they handle cashouts. I think it will be a miracle if i ever see my money. These people should be investigated licensed or not tney should have to pay if they can take. A request for $2500 and one for $700 shows canceled but the rep says they are still pending.

But is does not show the withdraws pending and the amount does not show on my withdrawable money either. So is it canceled or is it pending . To me $3200 is alot of money to be handled like this dont you think. Not knowing where it is and how come it says canceled but the rep says it is pending.

Take a look at what it sats to withdraw and deposit using cripto I should have not had to produce all the documents and whats with my birth certificate they said i had to prove citizenship acording to there advertising i am already verified thru Blockchain and cashapp and i should of been paid. they sent my wallet address via text and email and made me copie and paste it on a chat. they are not licensed but you cannot just open up shop on the internet to rip people off and if theyare not doing as advertised and makeing people do what i went thru and risking my money by texting and emailing my bitcoin address and making me copie and paste it on a chat. you cannot just open up shop to rip people off and not have to answer to noboby. What they doo is borderline criminal

They sent my bitcoin wallet address via text and email and made me produce my birth certificate. which is not safe and if you read there deposit and withdraw using cripto that and all the documents i have been messing with is not nessasary and jeperdises my money and idenity theft for nothing but to delay payment when all i should of had to do was go to the cashier and withdraw acording to there bitcoin policy.

I just read there bitcoin policy and it says, you get verified by Blockchain or other wallets and then you can buy bitcoin and deposit and when it comes to withdraws, it says Step 1:

Select "Withdraw with Coindraw" as your withdrawal method

Step 2:

Navigate to the Cashier at our casino and select "Withdrawals" in the left-side menu

Enter the amount you would like to withdraw

Select Bitcoin as a withdrawal method

Paste your Crypto Address and click "Submit for Verification".

Step 3:

Click ‘Withdraw to Wallet’ to put your winnings in your pocket quickly.

You can only make a certain amount of Coindraw withdrawals per week and the maximum withdrawal limit is $2500 at a time - but with withdrawal times as fast as these, you’ll have ALL your winnings in no time.

And that’s everything you need to know to get started with crypto! It’s a safe, reliable, easy-to-use way to manage your bankroll. It says nothing about verification, that is suppose to have been done when you signed up for wallet and you was verified by like for me Blockchain and Cash app are my wallets. All the prove citenzenship and ID and proof of address that i went thru was not suppose to happen. Check there cripto deposit and withdraw, there is nothing about all this waiting and verifying. Now I am still waiting for 1 withdraw that was approved on 08/21/2024m and the 2nd which is Coindraw and you can see by what there policy is but even on that one after you put in your request for withdraw it will say 3hrs to 3 days, Then when you ask customer suppori they tell you 7 to 10 days. I was suppose to get fast withdraws using bitcoin and its been like a month and i still have not recieved 1 penny. But I am hoping they pay because i won the money and itd there resposibility to pay when someone wins or they should not be able to openly run a casino and swindle people out of there money. That is against the law if they are licensed or not. You cannot just open shop online and swindle people. At least that is whet I think. If they are not paying but taking peoples money, And it claims to be and looks like a Casino that is illegal. I have worked as a Table Games dealer and Poker Dealer for quite a few years and Casinos always pay. And even online this is the first time I have ever encoutered something like this trying to Cash out winnings.

Could you please post a screenshot of your withdrawal history here in this thread?

I have never been able to withdraw anything now they are saying they need me to copy and paste my bitcoin address on the chat again for a request that was approved on 08/21/2024 and i have already did that like a week and a half ago

and now they says it is pending againbuyt i will get a screen shot of my reansision history

here is my screen shots of my transision history how can they approve something the have it verified then make me wait fot weeks the act like it never happened and make me do the same approval verify again and again. A bitcoin withdraw is suppose to be fast like when i made my coindraw request it said 3 hrs to 3 dats now it has been approved but they take a menegers withdraw of a $100 i do not know for whay and now says that will take 4 to 7 days to proccess and i will bet i will get the same song and dance im getting with the $995 bitcoin withdraw. These people open up shop and rip people off openly on the internet they should be arrested

They made me produce a IG and a birth certificate and for bitcoin you are alrerday verified by cash app and coin draw

check there bitcoin and withdraw olicy it says request approve get money like its a 5 min thing then put you thru the ringeer to get nothing but the same old thing over and over. Unlicensed or not you cannot just open up shop take peoples money and not pay when people win and call it a casino/ call there self a Casino. And they prey on Canada and the US.

I have lots of withdraw cancelations because i hadlike $3800 i was going to have fun with but the requests i have on file right now i will not play nback or cancel. The rest of the money i was playing it and lost it all back so aftef i request a withdraw i would get bored and cancel a request and keep playing. But that maney is gone and i had fun but what i have left i need and want and will not play it back.

WELL i got paid some money. I used Blpockchain wallet and put in for a $2000 withdraw. I used coindraw and it took like a week but I got $1732.00 they took out something called a managers withdraw for a $100 the other $170 i dont know what happened to it because the Bonus money they had comming they took a long time ago. I have another $995 which I have been trying to withdraw using bitcoin withdraw , they want me to send them my bit wallet address again via chat and i hate doing that and I have already done that. I think I will cancel that withdraw and use coindraw and try to get it since that is the only way I have seen any money. I have lost back $3700 since I hit that jackpot but I dont care I had fun. I am really happy to get the $1732.00 and hopefully get the other $995 using coindraw. Or what ever i have left after they get there Managers withdraw and other fee that i do not understand. Dont get me wrong after what I went thru and getting any serious money at all makes me really happy. Now I can pay some of the money i am behind and get caught up on my bills. Its to bad Sunrise Slots is such a pain to collect from, because it is my favorite place to play slots otherwise. And thanks for all your help. Im glad there is someone people can turn to when things are looking hopeless. Casino Guru goes above and beyond to try to make online gamming better for everyone. Thanks again.

Could you please advise if you currently have any pending withdrawals? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding the missing winnings? 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.

Dear shintaru7532,

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.

I got paid but out of $2000 they took a manegers withdraw for $100 and when i got the money there was $1700 and this is after they took all there bonus money long ago. And i did get paid the last $995 i was owed. I dont think its good to take over a month to pay a bitcoin depositor. And i dont know how they can just make $300 disapear. But i did get paid the ammount i was owed light $300/ And i know how bonus works but they took that money long ago

I apologize, but I am not sure I understand your last message. Please get back to my previous reply and provide the required information.

Dear shintaru7532,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.