Sunrise Slots Casino - Player’s withdrawal has been delayed. Player stopped responding to our question therefore the complaint was rejected.

I have requested two (2) withdrawals from Sunrise Slots Casino. I have requested both withdrawals using their stated preferred method which is a Bitcoin request. The casino has stated that withdrawals using Bitcoin will happen much faster. The Terms and Conditions on the site state a normal transaction time of up to 10 business days for approval of the withdrawal, and then an additional up to 10 business days for the payment to be made.

I have reached out by email and chat on the site for clarification regarding the length of time and why I was not able to receive the faster times I was promised by the VIP team for using Bitcoin. I have not received any communication back in email and the chat team has stated multiple different explanations. They have told me that the emails I have received regarding the faster payout times are old and expired. They have also told me that the marketing team making those statements doesn't work for the casino directly and they are lying.

Then in regards to why I have not seen my deposit yet from my withdrawal request, they can't give me any further information unless over chat I provide my personal information, Full Name, Bank Information, and Bitcoin Wallet Address.

In a previous withdrawal issue separate from this one and months prior, the same things had happened, I had stated I wasn't comfortable providing that information over chat for security reasons and they had a VIP Host call me, and I was paid the following day.

About a year ago, I did go through a very extensive week-long process to verify myself. There were multiple emails back and forth from the Casinos Account team, where I submitted proof of ID, Proof Of Residency, in multiple documents and multiple emails and chats. I had to submit documentation regarding my banks for the cards on file and my Bitcoin information. During this time I was restricted from depositing and playing, but was in the end, verified and have had no real issues except when it comes to my withdrawals.

For every withdrawal i have ever made, I used the recommended Bitcoin method, which provided a much faster withdrawal time. There was never any stated amount of time that would be, just much faster.

With each withdrawal I have made, each time I had to get on the chat multiple times as the 15th business day passed, which is actually 19 to 20 total days. I would continually day after day ask about my withdrawal and how much faster the Bitcoin was supposed to be rather than the 20 business days that are standard. Each conversation was a different answer, but always on the 20th business day, I was paid.

As it stands now, I certainly did not receive a faster payout with the use of a Bitcoin wallet, and I am past the stated 20 business day max in the terms and conditions listed on the site.

The Casino did take the $83.10 from the bonus coupon that was part of the terms ad conditions on the use of it. They did approve the $900 and $100 withdrawal requests, but I can’t get anyone to help me this time. No one has responded to my emails. There has not been a phone call this time from anyone. The chat representatives have been all across the board in their explanations and with the information I have seen posted here about the negative activity associated with this casino, I definitely have not wanted to just provide my sensitive data over chat as being requested by the reps.

I am appreciative of all that you can do to help in this.

Thank you for your time.

Dear steventylerpajamas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. 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

Thank you, steventylerpajamas, for your reply. Please forward any relevant communication and supporting evidence to petronela.k@casino.guru. Please understand we do not access drive links for security reasons.

Thank you very much, steventylerpajamas, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you steventylerpajamas for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sunrise Slots Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Greetings all,

Had a look and I'll see what I can do to help, all looks good and we should see some movement before too long here. If I need anything else I'll let you know here steventylerpajamas. Great username by the way.

Best wishes,

Nick and Sunrise Slots

Dear Sunrise Slots Casino, Thank you very much for the update. We will keep this complaint open until steventylerpajamas confirms their withdrawal has been successful. Please keep me informed about any further developments.

Greetings all,

Just confirming that payment was sent yesterday and the transaction shows complete in Blockchain Explorer.

Best wishes,

Nick and Sunrise Slots

Dear steventylerpajamas,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.