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

I requested a bitcoin withdrawal on 9/13. It was approved on 9/15. I've been waiting since then. They keep saying they are escalating it but nothing has changed.

Dear dbarrier1986,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

This is my first withdrawal with sunrise! Documents and verification were sent in as well as bitcoin address. Last week however they claimed they needed to re-verify my address so they only asked for it in the chat. An active bonus was used so they deducted $118 from my original withdrawal amount. That left me with the approved withdrawal amount of $327.

Thank you very much for your reply, dbarrier1986. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Correspondence sent to email

Thank you very much dbarrier1986 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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 soon.

Thank you for your help!

Hello dbarrier1986,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Sunrise Slots Casino to join the conversation and participate in the resolution of this complaint.

Dear Sunrise Slots Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Greetings all,

Had a look and I'll see what can be done to assist, if you wouldn't mind confirming your Bitcoin address to the casino.guru team dbarrier1986 it would be appreciated.

Best wishes,

Nick and Sunrise Slots

Hi all, the player has confirmed receipt of the payment.

Here's a direct quote:

"Great news! I received my winnings this morning! Thank you guys so much for your quick help!"

As the complaint is now successfully resolved, we will close it as ‘resolved’ in our system. 

Kind regards,

Tomas