Sunrise Slots Casino - Player’s withdrawal has been delayed.

I have been waiting for my 17 days, 12 business days now, they have lied to me about the process, they’ve closed the chat on me while I’m still chatting with them. They’ve collected my payment information from me more than 6 times, I’ve sent them everything that they’ve asked for. I have spent well over 17 thousand dollars on online gambling already and them to refusing to pay me back my winnings is like insult.

Dear Jean,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings 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. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

It now has been approved for 24 days and I still have yet to receive anything from them. They confirmed to me on Friday that payment was sent to me. Turns that was a lie as well

I don’t understand why it’s taking so long to send someone their approved Winnings especially it was crypto withdrawal

Thank you very much, Jean, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Jean!

I've just reviewed your case and am really sorry that you came across such a problem. I'll try my best to help you resolve it by contacting the casino.

I'd like to invite Sunrise Slots Casino to join this conversation and take part in the investigation. Could you please provide us with more detailed information why the payment to the player has been delayed? Can you confirm that the withdrawal request has already been processed from your side?

Regards,

Natalia

I would like to ask the Sunrise Slots Casino to reply to this complaint. I'm extending the timer by 7 more days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi Jean!

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

Regards,

Natalia