Sunrise Slots Casino - Player’s withdrawal delayed by 12 weeks.

On March 28, I requested a withdrawal of $2500 in winnings from Sunrise Slots Casino. I was initially informed that my request would take 7-10 business days to be approved. Following the approval, I was advised that an additional 7-10 business days would be required for the payment to be processed and sent. Despite adhering to these timelines, I was subsequently informed on April 30 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 nor any updates. Numerous attempts to find answers from customer support were made to only get the same nonsense response. As of today, it has been 12 weeks since my initial withdrawal request, and I have not received the $2500 owed to me. My original deposit was made in bitcoin, 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 lrea07,

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 one month 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 technically have 2 seperate withdrawals that are pending. I couldn't submit 2 seperate complaints. One is for $2500 from March 28. The other is for $2000.69 from April 2. I was approved for the withdrawal by their financial department on April 16($2500) & May 7 ($2000.69). They have told me at one point that the payment processor was having delays, they "escalate my request" but continue to assure me I will be getting paid and to check back within 48-72 hours which I have never received a response.

I know I used a bonus of some kind. But I always play until my playthrough is complete and I'm satisfied with the amount to cashout with, keeping in mind that the bonus amount is non cashable. I remind the customer support that the terms and conditions say 7-10 business days after approval for payment and they have nothing to say after that. As of today, I still 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.

Thank you very much, lrea07, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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, lrea07!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Greetings all,

I have reviewed the situation and will see what can be done to assist, if anything else is required I will let you know here.

Best wishes,

Nick and Sunrise

Any updates on this?

Greetings all,

The first payment went out on the 28th of June via Bitcoin and has been confirmed delivered in Blockchain Explorer, the 2nd and final payment should go out shortly.

Best wishes,

Nick and Sunrise

lrea07, please, let us know when you will receive your funds in full!

I have received the 1st payment on the 28th.

I have not yet received the 2nd payment. Is there a timeline on when "shortly" is?

Greetings all,

The final payment was confirmed delivered on the 12th of July, please let us know the funds arrived lrea07.

Best wishes,

Nick and Sunrise

I have received both payments now.

Thank you very much for all involved.

Dear lrea07,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team