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

I have two withdrawal items from sunrise slots they have both been approved and the casino says they have been paid the first withdrawal was paid 0n JULY 21st 800.00 and the second was paid on sept 7th 740.00 but i have not recieved either of them the live chat operator continues to tell me to wait but especially the first one has been an excessively long time

Dear LUCKYCATS,

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

Kristina, Yes I have completed the verification process the casino has told me that they have already paid to the processor (see original attachment) but it is out of their hands and to just keep waiting the first request was for 1600.00 they withdrew 800.00 that was bonus money and approved 800.00 withdrawal on july 19th. The second withdrawal was requested was on aug 22 and approved on sept 7 it is for 740.00 which is the amount left over after the bonus cash was removed. I have not had a withdrawal from this casino in the past but have had many withdrawals from other casinos I already know ther is alot of waiting involved but they tell me it was paid over 3 months ago and I believe i have had to wait too long. I hope you can help with this. Thank you for your time and concern - Hugh

Thank you for your reply, LUCKYCATS. Do I understand correctly that the withdrawal requests have been marked as "approved" since July?

Moreover, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Kristina, I emailed screen shots that show the casino withdrawal requests and approvals also the response from online chats where it plainly shows what and when paments were made, I have not received either of them. You can also see where they withdrew the bonus money Thanks again for your help. Hugh

Thank you very much LUCKYCATS 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.

Dear LUCKYCATS,

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,

Just confirming that payment has been released by the casino to our 3rd party payment providers for disbursal as wire transfer to the bank account on file. As a general rule once payment is released to the 3rd party we are looking at 3-10 business days before it arrives in the bank account.

Best wishes,

Nick and Sunrise Slots

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

Dear LUCKYCATS,

Could you please update us once you have received the payment?

Thank you.

Kind regards,

Tomas

I still have not received a deposit from sunrise casino as of this morning

Dear LUCKYCATS,

I hope you are doing well. Could you please update us on the payment status?

Thank you.

Kind regards,

Tomas

I still have not received a deposit from sunrise casino as of this morning

Checked my account this morn I have recieved one of the withdrawals for 800 but the one for 740 still not been received

Thank you, LUCKYCATS, for updating us with the information.

Please, let me know once you have received the second part of the payment.

Kind regards,

Tomas

Checked my bank this morning 740 still not been received

Hello LUCKYCATS,

Could you please inform us if there are any developments with the payment?

Thank you.

Kind regards,

Tomas

Just checked my account I have not received the payment yet

Dear Sunrise Slots Casino,

Could you please update us on the status of the second part of the payment?

Thank you.

Kind regards,

Tomas

Thomas Thank you for help. I did receive my withdrawal in full today I don't have any other complaint about this casino except for the extremly long wait time. Thanks again LUCKYCATS

Dear LUCKYCATS,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and 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.

Best regards,

Tomas