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

My withdrawal was approved on the 20th. They first said 3-5 business days. Now they are saying 5-7. Now it’s 7-10. Then today they said due to delays it could be a month. This is ridiculous. Why are there numerous online casinos with the same platform who can payout or at least within two days but y’all cant even payout within the time frame that is listed on the website or in the promotional emails that y’all are sending people?

Dear tgordonjk,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear tgordonjk,

Did you received your withdrawal from casino?

No I have not received my withdrawal from the casino

Thank you for your reply, tgordonjk. Have you made any successful withdrawals before? Could you please confirm that you have passed the verification? Have you accumulated your winnings with or without an active bonus, please?

I have not ever withdrawn from this casino before. I did not use any type of bonus either. I never use bonuses with RTG because of obvious reasons. I have already completed my account verification and it was approved. I also have already had my Bitcoin wallet address approved. Also the withdrawal was approved on the 20th of July. They said 7-10 business days and I would receive the payout. As of today it’s been 11 business days and I still have not received any payout. I called them on the 10th business day and was told that because of delays they are behind and it may take another month. What type of place is this? They don’t have to wait for our funds when we play but we have to wait for months to receive ours? This is bad business and I will not play here again unless they pay me asap and make some necessary changes to their payout model.

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Moreover, would you be so kind as to forward me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

It just says approved. That’s it. I called and spoke to their customer support and they just say it’s approved but it’s not been sent to the payment processor. It’s been 15 business days now. Then I asked what days do they actually send payments to the processor? The lady said maybe on Thursday or Friday. She then told me " if they feel like working that day". This is unbelievable. I have never in my life seen anything like this.

Thank you very much tgordonjk 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.

Hello tgordonjk,

This is Tomas and from now on, I will be taking care of your complaint. 

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 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.

Best Regards,

Tomas

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear tgordonjk,

 

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I wish I could be of more help.

 

Kind regards,

Tomas

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Hello tgordonjk,

 

I hope you are doing well. We have received an update from Golden Lady Casino that you have been paid.

 

Could you please confirm that this is correct and that the matter is now resolved?

 

Thank you very much.

 

Kind regards,

Tomas

Dear all,

Unfortunately, we’re forced to reject this case because tgordonjk has stopped responding to our messages and questions. Without tgordonjk's cooperation, we’re not able to verify receipt of the payment.

The player can reopen this complaint anytime.

Kind regards,

Tomas