Sunrise Slots Casino - Player's tournament winnings withdrawal is delayed.

I won a 5000 tournament and I requested 2500 of it. I keep getting told the same crap. The send me VIP chips and I win I get told to many free bonuses. Oh, now I have a random 4 bucks pop up that says it's from a tournament. WTH. And on my account you keep seeing 100 bucks here and there requested them approved in green then goes to red. I've told them I'm aware and now they won't live chat with me. I've deposited a fare share of money and all my winnings I haven't gotten yet .. keep being told to many free bonuses.

Dear CELTIC502,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if you paid for entering the tournament or if it was a free-roll tournament? If there's any relevant communication, please forward it to petronela.k@casino.guru.

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              

It was a free tournament and I have all the screenshots as needed with my winnings and such if needed .

Thanks for your diligence!

Like today out of no where I get an email saying my hundred dollars Is rejected

. I didn't ask for a hundred dollar withdrawal. I asked why do I keep seeing them requested on my account again and that's what they send me.. WH

Could you please advise when exactly you entered the tournament? Please send me the exact date and approximate time if possible.

Thank you very much, CELTIC502, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 in the near future.  

Hello CELTIC502,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Sunrise Slots Casino to join the conversation.

Dear Sunrise Slots Casino,

Can you please provide some information regarding the player's withdrawal delay? Please send any supporting evidence to michal.k@casino.guru if the player has really claimed several free bonuses without making a real money deposit between them.

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’ which may negatively affect its rating.

Greetings all,

Had the opportunity to review the situation and I should be able to help here, I will need to re-confirm the Bitcoin address however. If you would kindly post it here CELTIC502 I'm certain Michal will be kind enough to lock the post from prying eyes and maybe I can get things moving for you.

Best wishes,

Nick and Sunrise Slots

I've done this through your chats over 8 times now with my Bitcoin address.

Do I just post it on here .

I'm just really Leary after all of this .

Thank you for the response, Nick / Sunrise Slots.

Dear CELTIC502,

I understand that you are not very happy with the casino's approach so far, but I believe that we will be able to resolve your complaint successfully. As I mentioned in the email I sent you, please confirm your current Bitcoin address either here in the complaint thread or via email and I'm sure Nick will do his best to push the withdrawal towards you.

Thank you for the response, CELTIC502.

Dear Nick / Sunrise Slots,

Can you please let us know when will the funds be issued to the player?

Greetings all,

The payments department has requested Bitcoin confirmation via email for tracking and verification purposes. I've sent an email to you CELTIC502, if you could hit reply on that for me and send it out I'd be appreciative. Thanks so much.

Best,

Nick and Sunrise Slots

Well it showed in my account and then disappeared.. hmmm

I'm not finding any email for verification and it showed in my wallet and is no longer visible or showes anywhere in my account.

I found the email and responded .

Sorry about that ..

My winnings have been received !!

Thanks Michal and Nick!

Great news, CELTIC502. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru