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

Oh 8/30/2022 I requested to withdraw my winnings via Bitcoin. I went through all the steps for making sure that my withdraw was going to be accepted. On 08/31/2022 Sunrise Slots emailed me and told me that my money was approved for payout and it was sent to their payment processor but that the withdraw method I had picked which was Bitcoin was delayed and that I would need to pick a back up method and that they would let me know which method my winnings would be paid out to. So I submitted all the information to have my money sent via wire transfer. Well I’m still waiting. They keep giving me the same almost like rehearsed script of what they are told to say which is . Hello (my name) Hope you are doing well today. As per the notes on your account you winnings were approved for payout on 08/30/2022 where we sent the money to our payment processor and now we have to just wait for confirmation. Once we have Received confirmation you will get an email with all the details. Keep in mind this is not a bank to bank transfer and that it must pass through multiple different stops before reaching your account. We can not give an estimated time frame due to the fact each bank has different time frames on how they handle international wire transfers. Please be advised you may also end up receiving the payment before we have been given confirmation. If that is the case please email us letting us know. Sorry for any inconveniences this may have caused you. 

everynow and again they will throw in a different one. They have told me that they have escalated my issue and concerns to the head supervisor in the Financial Department of the casino but nothing has came of it. I did however after emailing them every single day they wanted me to update my bitcoin address which I’d already done 3 times so I asked if that was how I would be getting my money. They wrote back and told me no that it was sent via wire transfer stop asking to be paid out via Bitcoin. But in the time I have been waiting they have sent me two promo emails stating if any player deposits and withdraws via bitcoin it has much faster payout times and you will receive your money in less than 48 hours. I have asked them multiple times why I am getting these emails saying one thing and yet they say all forms

of payout are delayed due to the payment processor. They fail to give me an answer. They just keep saying rest assured my payment was sent out with the batch of withdraws o9/12 and that there is nothing more that they can do. I need to just be patient and continue to wait that they promise you will be getting your money

Dear jclivi501,

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

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that payment is still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?

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

from what I understood my payment had been approved.. but he said that the bitcoin was slow so they wanted my bank account info to do a wire transfer.. that was about a month ago..I accumulated my winnings from comp points I redeemed and no this is my st

Any updates

Thank you very much, jclivi501, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Dear jclivi501,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Sunrise Slots Casino's representatives to join this conversation and participate in the resolution of this complaint.

Dear Sunrise Slots Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can he expect the payment?

Thank you in advance for providing the information.

Kind regards,

Tomas

Greetings all,

I've requested and confirmed that the payout was indeed released on the 25th of November, as a general rule we are looking at 3-10 business days on delivery for a wire transfer. Should be any time now.

Let us know when that comes in jclivi501.

Best wishes,

Nick and Sunrise Slots

Thank you, Sunrise Slots Casino, for providing us with the information.

jclivi501, could you please update us once you have received the payment?

Thank you.

Kind regards,

Tomas

Dear jclivi501,

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 all,

Even though we assume that the issue has been resolved, without a confirmation from jclivi501, we are forced to reject this complaint.

The player can reopen this complaint anytime.

Kind regards,

Tomas