Sunrise Slots Casino - Player's withdrawal delayed at Sunrise Slots Casino.

On February 6, I requested a withdrawal of $600 in winnings from Sunrise Slots Casino. I was initially informed that my request would take 7-10 business days to be approved, with the stipulation that weekends do not count towards this processing time. Following the approval, I was further advised that an additional 7-10 business days would be required for the payment to be processed.Despite adhering to these timelines, I was subsequently informed on March 5 that my payment would be delayed due to issues with the payment processors. Promises were made for expedited processing through referral to a specialized team, yet this resulted in no tangible progress. I was then given a 48-hour window for resolution, which also elapsed without receipt of my winnings. Efforts to escalate the matter and request managerial intervention were rebuffed.As of today, it has been over six weeks since my initial withdrawal request, and I have not received the $600 owed to me. My original deposit was made in bitcoin, amounting to $36.00, with the winnings also to be paid in bitcoin.Requested Action: Given the prolonged delay, lack of clear communication, and inability to resolve the matter directly with Sunrise Slots Casino, I am requesting your assistance in mediating this dispute. I seek your guidance and support in securing the payment of my winnings in a timely and fair manner.Attached are all relevant communications with Sunrise Slots Casino, including dates and times of correspondence, promises made by the casino regarding payment timelines, and any other documentation that supports my claim.

Dear Ninski86,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is an unusually long time.

However, 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

I was approved for the withdrawal by their financial department. Which I had to wait 7-10 days after making my withdrawal request. I do not recall if I used a bonus or not ny account only shows tbst I made a deposit of 36 in bitcoin. They told me that the payment processor was having delays but continue to assure me I will be getting paid. They assured me this Friday. I haven't recieved anything. Thank you for your time in helping me to resolve my matter. I look forward to hearing back. If you have any more questions please reach out and I'll get back asap. Thanks. Have a wonderful weekend!

Amber

Thank you very much, Ninski86, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear Ninski86, 

My name is Katarina, and I will be assisting you in solving this case. Now, I would like to invite Sunrise Slots Casino representative to join this conversation. 

Dear Sunrise Slots Casino, could you please provide more information about this case? 

Looking forward to your reply.

This morning I received my payment in bitcoin. I won 600 , and minus some fees I finally was payed $570. Thank you Casino Guru for your time and helping me reach out to Sunrise Slots.

I am happy I was finally paid, although it took much longer than anticipated they did end up paying out. Perhaps, they just need to update their payment processor so they can keep up with their payouts. I am happy they didn't just stoop me. So I'll give them a 3stars. Perhaps in the future if I decide to play there again the payments with be processed much quicker. If I do, l will be sure to give updates and let everyone know how my second time around goes. Thanks again Casino Guru. You are all amazing.

Amber

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Ninski86, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

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,

Katarina