Sunrise Slots Casino - Player's withdrawal delayed by payment processor.

I submitted the withdrawal on the 10th of September it was approved on the 22nd of September and now they are saying that there is a delay but the company that processes payment but they repeated the same thing over and over saying it takes 7 to 10 business days. They do not talk to me other than to tell me the same thing over and over and they cannot give me a time frame and estimate or any information please help

Hello anakirby82,

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 since when is your account fully verified? 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 fully verified, i jave cashed out with them in the past also, and i used Comp points, that i converted to real money to play. I will screenshot everything and attach in my next reply, if that is ok to do? Im not fully versed on what is allowed to be recorded and shared?

This is a screen shot of the communications i have had recently with them. I have several emails stating the same thing. How can they not have an idea of what is going on with money that they are paying out to people?

The last screenshot is when my withdraw was requested, and then approved.

Update. After almost a month since i was approved for a bitcoin withdraw, they have said i cant do bitcoin, since i have not deposited in a while, yeah, since i won and did not get paid out, and surprise! They cant do a wire transfer to my bank, or a check, as my account is at one of the banks they have listed as not able to do so. Basically they cant pay me, according to them. Through no fault of their own. I asked if i could make another bitcoin transfer to make rhis happen. No answer. Also. I thought that they had sent my payment to the 3rd party processor, and it was delayed from that end, and rhe casino had done their part? Now they say they cant pay me in bitcoin, as per the casino? Like. Its 100$. And they cant pay me. And this is just insane.

Hello anakirby82,

Could you please advise when was the last time you did deposit and how many bonuses did you claim since then?

I deposited the week that I won the payout in question. And it was in crypto.

Thank you anakirby82 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello anakirby82,

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?

Hey Casino contacted me and told me they were not paying me in Bitcoin and they gave me a list of Banks and told me that they would send me a wire transfer. After reviewing the Banks i did not have an account in any of them. they advised me to open an account with one of the banks, and then they stated that I could not have a wire transfer because I did not have the account for more than six months the same account that they just told me to start at a new bank. They have been emailing me for the last two weeks with this I made no progress I asked if I could have an international check Iwas told yes, I still haven't heard anything from that. his is just the one around and my Bitcoin approval was to the Bitcoin address that I previously used to deposit so I don't understand why they approved it to then say no after a month

Greetings all,

I reviewed the situation and spoke with the payouts department, in order to qualify for Bitcoin withdrawal you need to have a verified Bitcoin deposit in the last 3 months. If you would like to do Bitcoin as a withdrawal method then a single Bitcoin deposit could vastly simplify this process anakirby82. Are you interested in that as an alternative?

Best wishes,

Nick and Sunrise

Yes!! I asked them multiple times if that was something i could do, with no response. I was not going to send them any more money, without a guarantee rhat the result would be me getting a payout.

Hey anakirby82,

I have noted your account that Bitcoin is the preferred payout method and not to pay out by check (which is now approved for payout in your account). Once you have a Bitcoin deposit let me know and I will see what can be done to move forward from here.

Best,

Nick and Sunrise

Also worth noting anakirby82:

I see you have a playable balance from a free chip currently and have redeemed and played many free chips since your last deposit. Per the terms and conditions of the casino and the bonuses themselves only one free chip is valid between cash deposits. Any win resulting from multiple consecutive free chips without a cash deposit to separate each of them would not be valid for withdrawal.

Best,

Nick and Sunrise

Dear anakirby82,

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.

Dear anakirby82,

Although it seems as though this issue has been resolved, as we haven't had a further response from you to confirm this we are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino.Guru