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

Im going on 35 days after approval and have not been paid by Sunrise Slots. They forsee weeks more of delays with no explanation why. I assume i’m not getting my money and would like you to warn all your members NOT to play at this Casino they do not pay their withdrawal requests.

Dear ZoolBear,

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? 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, 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

My withdrawal was fully approved on 10/26. At first Sunrise Casino payout team was stating that they can not payout in Bitcoin that the system was down or something. Yet they still sent out emails claiming, "use Bitcoin for faster payouts" I questioned customer support as to why they were telling customers to use Bitcoin when they weren’t even paying out in Bitcoin. Customer Support was telling me Bitcoin payouts we’re working just fine. I went back to email the payout team that info and they said no we can’t payout in Bitcoin, you need to use an alternative method. So i then went through the Bank Wire process and still nothing. So it’s been excuse after excuse with Sunshine Casino as to why I’m still waiting on a fully approved payout since 10/24. To make matters worse yesterday they said they see additional weeks of delay in the future. I did attach that last Customer Support conversation on the initial dispute I sent you. So even if they do pay which i don’t suspect, they’re saying i’m looking at a 2-3 month payout time frame versus the 14 day time frame they state in their Terms and Conditions. Furthermore they’re claiming faster than 14 days when you use Bitcoin. Sunrise Casino is lying, misleading and falsifying their payout time frame to all their customers and should be held responsible for doing so. Furthermore there are multiple parties involved in the payout so you never can get real answer as to why they aren’t paying you. Customer service tells you this, the payout team tells you that, the phone service rep (if your lucky enough to get through) tells you another thing and then there’s the payout providers they hire who you will never talk to. My payout has been escalated 3 times already. But to answer your question my payout has been fully approved since 10/26. It’s just a Scam Casino i fell for and want all to know to stay away and beware. Thank you so much for your assistance.

Thank you very much, ZoolBear, 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.  

Thank you so much for your help. I hope to see it resolved as well.

Dear ZoolBear,

I have looked at your case as well as the screenshots you provided. I understand your frustration. 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.

So today is the 43rd day past full approval of my payout for $1123. Still no money and still getting excuses on why their payouts are delayed. They are claiming no one has gotten paid out which is quite disturbing because I am still a customer and there has been NO communication to customers of this massive payout problem and Delay. Therefore Sunrise Casino continues to take Deposits from players who actually believe that there payout time is 14 days which it obviously is not. This is Fraud and misleading customers in believing a payout time consists of 14 days. It surely does not and they are lying to everyone who plays there.

Greetings all,

I've reviewed the situation and I'll see what I can do to assist. I see you have bank wire details on file as well as Bitcoin. Let's go with Bitcoin if we can ZoolBear, if you could kindly confirm your Bitcoin address I'm certain Andrej will be kind enough to lock the message from prying eyes.

Best wishes,

Nick and Sunrise Slots

Latest Email response

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Thank you, Nick, ZoolBear, for the replies.

Dear Nick,

Could you please indicate the timeframe in which ZoolBear can expect the payment to be processed?

I have been paid in full today. Nick thanks for your help. Andrej I don’t think this would of been possible without your help and the Team at Casino Guru. Unfortunately do to the severe delay in payment I will be canceling my account with Sunrise Casino, 47 days is way too long for me. Once again thank you both, consider this case closed and a success.

Greetings all,

Happy to help, I as well can confirm that payout was delivered via Bitcoin and confirmed in Blockchain Explorer.

Best wishes,

Nick and Sunrise Slots

Thank you, Nick, for your cooperation in this matter.

And thank you, ZoolBear, for confirming and for using the Casino Guru complaint resolution center. I understand your frustration about the delay, but in the end, I’m glad you have received your winnings.

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