Sunrise Slots Casino - Player’s winnings haven’t been received yet.

I was asked by the finance department if I could verify my documents. They were verified long ago. Then I tried to use the fast withdrawal and abided by the terms and conditions. They manually canceled my withdrawal twice and told me I had reached my limit. Initially I was withdrawing ~$600. The limit I later found out was $2500 a month. I was way below that. They told me to withdraw via bitcoin. The problem was bitcoin was not an option. And back and forth I was told to deposit $50 more of my money to make bitcoin available. I complied. I was told it would. Be approved in 3-5 working days. Then I was told 5-7 days and now 7-10 days. This is just for approval. And my dl and credit card were already approved. I spoke to a "vip" account manager who told me 5 working days. On the 6th working day he said to check back later in the day or at the latest Tuesday. It’s the afternoon on Wednesday the 8th working day and 12th day I tried to withdraw using the bitcoin way which I had to deposit more to use.

the email at the bottom is the best way to get screenshots I took and the conversation I had with the finance department.

Dear thomasmbrown87,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

It’s not just receiving my winnings. They haven’t even approved it.

Thank you for your reply, thomasmbrown87. Could you please clarify what exactly has not been approved? Your withdrawal request?

Furthermore, I don't see any emails attached to this complaint. If there is any evidence we should review, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you.

Hey you can close this. They finally approved it. Thanks!

I still have not been paid but the withdrawal request was approved. On second thought can I keep this open until I actually receive money

thanks

Of course, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Ok thank

I still haven’t received my payment. When I contacted them they didn’t count the working day’s correctly, they still have one day to pay but I’m not extremely hopeful after so many days for a simple bitcoin transaction

I still have not heard or received anything. They said they expedited it but who knows. I’ve caught them in multiple lies

as of noon on the 11th working day I have not received my money

They did not pay me and told me to wait until Monday. These people steal money.

I sent you an email.

Have you found anything out? Today is the 11th working day since it was approved, but it’s been a month since I requested the withdrawal. This company can accept deposits and they are credited to the account within 30 seconds, but it takes a month to get a withdrawal? I can’t tell you how many times I’m told not too much longer… today. But it’s never today. I’m fairly upset at this company, that blames their lack of withdrawals on a third company without any other info. I paid money my withdrawal was approved they should pay me. It’s that simple. Not to mention they’ve got increasingly rude.

Thank you very much, thomasmbrown87, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

It’s 900, plus an extra 860. The 900 was approved on the 28th of April and requested on the 15th of April. The 860 was requested on may 11. For the first one it’s been 13 working days since it was APPROVED. Its ridiculous. If you can help I would appreciate it so much.

Thomas

Hi thomasmbrown87,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Sunrise Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for such a delay? When should the player expect the money to be credited to his Bitcoin address?

I'm looking forward to hearing from you.

Kind regards,

Natalia

It has been 18 days since my withdrawal was approved, and their response without fail, is to pass the buck. I wasted the $860 withdrawal because I felt they would never pay me. In effect it was fake money. Every single day I speak to them and it’s like a chore for them to try and figure out where my money is… a chore they do badly as no one has given me a straight answer except for you’ll be paid soon stop asking. They have no problem with depositing, but the second you want to cash out they can’t talk to finance and neither can you. "You’ll be paid today." You’ll be paid tomorrow" "you’ll be paid soon" this is honestly the worst casino experience I’ve ever had.

I’ve caught staff lying to me and when called out about it they end the conversation. Really poor form.

Hi thomasmbrown87, could you please confirm if I understood it correctly that you already lost the amount you wanted to withdraw and now your balance is zero?

No there were two (2) amounts one for 900 and one for 860

I spent the 860 but the 900 has not been spent or paid

Hey all,

I had a look and indeed there is still an approved withdrawal that hasn't gone out the door yet. I'll see what I can do to assist.

Best wishes and have a great weekend,

Nick and Sunrise Slots

Dear thomasmbrown87, thank you very much for the clarification!

Dear Sunrise Slots Casino, thank you for the reply. I'll set the timer for you for another 7 days and hope that you'll be able to find out what the matter was.

Regards,

Natalia

Got paid

Dear thomasmbrown87,

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,

Natalia