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

Hi I requested a BTC withdrawal on sunrise slots on October 20th and the withdrawal was approved to be sent on the 24th of October. I have yet to receive the bitcoin in my wallet. I have reached out to them several times but every time I get a response that it is an issue with their processor and they can’t give me a time frame.

I have gotten one withdrawal from them before and it only took 4 days after it was approved, but it was much less money.

I’m looking for any help I can get with this matter so I can receive my withdrawal. Thank you!

Dear Jmw2820,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. 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

Yes the payment was approved but has not been processed. I have completed my verification. I have reached out to them but the only response I get is that the bitcoin processor is delayed but I get no timeframe from them on when I can expect my payment. Thank you!

Thank you very much, Jmw2820, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 Jmw2820,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Sunrise Slots Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Sunrise Slots Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Greetings all,

Things are slowed down here a bit due to the holiday however I have reviewed the situation and I'll see what I can do to get things moving for you Jmw2820.

Best wishes,

Nick and Sunrise Slots

Greetings all,

I have reviewed the situation and submitted a formal inquiry as to status of payment, hopefully I will have further information shortly.

Best wishes,

Nick and Sunrise Slots

Thanks Nick, I’m looking forward to hearing some more info. Appreciate you looking into it

I received my winnings this morning, thanks for the help guys.

Dear Jmw2820,

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,

Stefan & Casino.Guru