Sunrise Slots Casino - Player's winnings are delayed.

4 withdrawls submitted. 2 on 12/7/23 for $2500 via bitcoin. 1 submitted on 12/8/23 for $2500 via bitcoin, 1 submitted on 12/8 for $2000 via coindraw. 1 from 12/7/23 approved on 12/18/23, 1 approved on 1/1/24. 1 still pending approval. Have not received payment from approved withdrawal on 12/18 for $2500.

however, i did receive the coindraw withdrawl for $2,000 on 12/19/23.

Hello odiesbone,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sunrise Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account is verified as of 12/7/23. The winnings were won in a deposit bonus, but when I submitted my withdrawal (s) the casino did take out $89.50, which is the amount of the bonus. So the amount available to me to withdraw is not tied to a bonus. I have been in contact with the casino every day via chat, with no resolution. They submitted an escalation on 1/3, which was supposed to take 48 hours for a result, on 1/5, there was no resolution, so they submitted another escalation. Again with no resolution. I just keep being told to wait, and wait, and wait.

Thank you odiesbone for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you odiesbone for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sunrise Slots Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Update number two. The withdrawal that was approved on 12/18 and 1/1, I have both passed the required 20 business day wait with no payment sent to my bitcoin wallet. They just approved my third withdrawal on 1/15. so now it is up to $5000 that has gone past the required weight time for processing. To try to get an answer from customer service chat almost daily and all they keep saying is to wait longer.

Greetings all,

I have reviewed the situation and I will see what I can do to assist.

Best wishes,

Nick and Sunrise

Update #3. I have now had 4 escalations done through the Customer Support chat. 1/3, 1/5, 1/10, 1/18. CS chat rep say to wait 48 Business hours ( 6 calendar days, if they work a 8 hour day). It seems like there is no communication between the finance team and the processing company who is handling the actual transfer of payment to bitcoin wallets. Again, when i try to get ANY answer from them, i get told to wait longer.

Latest update as of 1/19/24. I have received 1 of the 3 withdrawals today via bitcoin for $2,500.

Dear odiesbone, Thank you very much for the update. We will keep this complaint open until you confirm all your withdrawals have been successful. Please keep me informed about any further developments.

I will. Hopefully the approved withdrawal on 1/1/24 does not take a whole month to be paid, like this one.

Dear odiesbone,

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 am currently awaiting the 2nd and 3rd payout still. The withdrawal approved on 1/1/24 has not been paid out yet. And obviously the withdrawal approved on 1/15/24 has not been paid out yet. I have talked to the casino CS and its the same thing as the first withdrawal, we will submit an escalation, please wait 48 business hours (6 business days). It seems that the 10 business days to approve and 10 business days to process payment, is more like 31 calender days to complete.

Latest update. Still no 2nd payment. It was approved on 1/1/24. It is 2/2/24 and have not received it to my wallet.

Talked to a CS chat rep on Friday, 2/2/24. CS Chat rep stated that i should receive my payment by 11:59pm ET Friday. Never received it. When i talked to another CS chat rep on Saturday, they stated that my initial escalation on 1/26/24 was never approved because they did not verify my bitcoin wallet address, they never asked for it. The CS Chat rep i talked to this morning wouldn’t give me any information. Just a standard blanket response when i asked the status. So now the 2nd payment, that was approved on 1/1/24, has not been payed out, and no real update, as usual, from CS Chat reps.so it has been 25 business days /35 calendar days since approval.

Greetings all,

I have contacted the payouts department on your behalf odiesbone, we will see if I can get something moving for you.

Best wishes,

Nick and Sunrise

Hey Nick @ Sunrise, you guys are obviously a legit online casino. And will legitimately pay out winners, but why does it take so long for payouts? Your Terms & Agreements on your casino website clearly states 10 business days to approve, and 10 business days to process. Why have 2 and possibly 3 of my pending/approved withdrawals taken longer than the time stated on your T&A?

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,

Payment ($2460 after transfer fees) was issued on the 8th of February and has been confirmed delivered in Blockchain Explorer.

Best wishes,

Nick and Sunrise

I can confirm receipt of bitcoin payment on feb 8. I am now waiting on the final payment that was approved on 1/15/24. Currently it has been 31 calendar days since approval. I am actively working with the finance team through email on the status of when the payment will be processed.

Current status. As of 2.23.24, i have not received the last approved payment. The payment was approved on 1.15.24, and, according to the finance team, was sent to the payment processing company shortly thereafter for processing. So the processing company has had the approved payment for 39 calendar days, (28 business days), and there is no word from the finance team on when that payment will be processed.

i have been talking to the finance team via email, and every reply i get is that "there are certain processing velocity limits that we must respect, and time frames may vary due to processor limitations and availability. Currently the processors are experiencing delays on their end on top of the regular time frame for the payment to be sent/paid out. "

They do not have a timeframe on when it will be processed, and cannot give me a date or timeframe on when it will be completed.

I have received the last payment from the casino.

please close this case.

thank you Casino Guru for your assistance in the matter!

Dear odiesbone,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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,

Peter