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

Hi,

I made a deposit with a bitcoins bonus, which was No max cashout, no wage requirement. I fulfilled the requirements that they did have ( my amount was listed in withdrawal column) and continued to play til I was up to 2734 I think. They took away they bonus part that was not withdrawable, which left 2500.00, which was approved to for withdrawal 10-25-22. Since then, I have had to reverify my Bitcoin address 3 times, they have escalated my withdrawal 3 times, was told to use a different deposit method, then told, no Bitcoin was verified and confirmed and I should receive it any day. 5his has been going on since the end of October, beginning of November. I have been in contact with them via chat and phone, and now my transaction history is blank. They can see my withdrawal approved on there side, but I can't. Once again, I had to verify my Bitcoin on a Friday 11-25-22, and was told finance has control over it and there was nothing they could do or I could do they would not let me speak to a supervisor or whoever is in charge of finance. I have been verified, so that is not the issue, I didn't void any rules, just get the run away about delays. I have spoken to Mason 9nce, and the other thousand of times to Raine and Javier. Javier is the one I have spoken to the most, as he escalated it and said he spoke to management about my withdrawal, which I was then told anyday now. Well, anyday now was 4 weeks ago and still nothing. Javier usually works 3pm EST. Im frustrated and hope you can help.

Thank you, Micella R*****-l****

Dear annabellolivia2019,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Were your winnings accumulated from a Deposit bonus or from a free one?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

However, 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

Hello,

Sorry about the misspelled words in my previous message.

It was a Bitcoin bonus $30 deposit, which I believe I deposited 50 it 60. It's a low play through, usually 1 or 2 bets and no max cash out. 10-25-22, was the approved date for withdrawal. My withdrawal had been requested 7 to 10 days prior. They say 7 to 10 business day to approve and then 7 to 10 business day to pay. So, 10-25-22 was within the 7 to 10 business day for approval, but that is where it continues to stay. They said something about Bitcoin having issues. They can't tell me date it will be done because of third party something, I don't recall the name. But 8 have verified my Bitcoin 4 times now, as they said there was nothing wrong with it. They send batches out to and I am told 8 am in the next batch. Well that was 2 weeks ago and still nothing. Everytime I speak to them, I get the same response. Your withdrawal has been escalated, no, I can't tell you when, etc. I was told November 8th the first time I asked, because that was within there 7 - 10 time frame, but I didn't receive anything, and now I just get the same story. I asked to speak to a manager or supervisor, because it has been long enough and I was tired of the same response, when I don't get the money.

Thank you very much, annabellolivia2019, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@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 annabellolivia2019,

I’m sorry to hear that your withdrawal has been delayed. I’ll contact the casino team and try my best to resolve the issue as soon as possible.

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

Dear casino team,

Could you please indicate the current status of annabellolivia2019’s withdrawal request?

Greetings all,

Just confirming that payment was issued yesterday (December 7th) via Bitcoin and I've confirmed receipt of payment in Blockchain Explorer.

Best wishes,

Nick and Sunrise Slots

Thank you, Nick, for the information. We’re glad to hear the good news.

Dear annabellolivia2019,

Could you please confirm receipt of your winnings? I’m setting the timer for 7 days.

Yes, thank you very much.

Thank you, annabellolivia2019, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds.

As the issue has been successfully resolved, we will now mark your complaint as 'Resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru