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

I requested for a withdraw on 07/24, and it had been approved by a manager on 08/02. I had waited a few weeks and got no communication on my withdraw or any updates. I contacted customer service on 08/21 and was told to update my bitcoin address. I provided a new address and told me to wait another 7-10 days. It has been 20+ days since and still have not received my withdraw or updates.

Dear hendesarah,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Were you in contact with the casino recently? What response were you given regarding your withdrawal request?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Yes I have passed the ID verification process. I emailed the casinos customer service on 08/21 where I was told that I needed to provide a new bitcoin address, and then my withdraw should process within the next 7-10 days. I was told no other action was needed by me. It has been over 20 days since then and still nothing.

Thank you very much, hendesarah, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you hendesarah 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,

I had the opportunity to review the situation and the funds in play were from a free chip carrying a maximum cashout amount of $100, the payment made was the maximum cashout plus the return of the confirmation deposit. I hope this clarifies things.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Sunrise

Thank you very much for the update. Dear hendesarah, let us know if you received the winnings of $100 and your confirmation deposit. Thank you in advance!

Dear hendesarah,

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.

We’ve reopened this complaint at the request of hendesarah. We have received the following message:

I still have not received my payout, and haven't received any confirmation or updates on the payout yet.

Hey all,

This dropped off my radar, apologies. I can see that payment was approved but not issued, if you could please reply to the email I have sent you hendesarah and confirm your current Bitcoin address I'll see what I can do to remedy the situation.

Best wishes,

Nick and Sunrise

Dear hendesarah, have you responded to Nick's email and confirmed your current Bitcoin address?

I have extended the timer by another 7 days, if you fail to respond I will have to reject this complaint.

Thank you in advance for your cooperation!

Hi Peter, yes I have sent him my current Bitcoin address. I emailed him on 10/12 but have yet to receive a response.

Greetings all,

The information was received and I have been assured we should see some movement shortly. Please let us know when that arrives hendesarah!

Best wishes,

Nick and Sunrise

I have received payment, thanks!

Dear hendesarah,

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,

Peter