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

i have been patiently waiting on my wothdrawal since November 5th, 2023. I submitted all required documentation immediately althoigh the casino kept finding new things to come up with, my withdrawal was finally approved on November 14th.... however it is now November 30th and I have yet to receive my withdrawal via Bitcoin....I play on several casinos and I have never had a bitcoin withdrawal take more than a few hours let alone almost an entire month.... I have contacted customer sevicrs on multiple occasdi9ns and seem to be getting the runaround.... its almost Christmas time and I was really counting on this money to help with that.... Please help!!

Hello amandalwilliams1017,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sunrise Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is your account verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I speak with them almost daily via emails and by waiting patiently in line for a customer service rep via the chat link.... my documents were all received for verification on November 6th and on Novemeber 8th i was told by a customer service rep to email them my bitcoin address again because if not they would deny my withdrawal and the process would start over, so i did that as well.....even though i had already given that info when the withdrawal was requested.....since, i have checked back in multiple times and have been assured they have everything they need and my account is fully verified! i deposited via bitcoin with a promotional bonus!

some of our conversations🙁

email from their payouts department.... i just get standard responses...no real answers...its a bitcoin withdrawal...it took all of 15 minutes to take my money 😞 i'm so upset.... as a mama of 4 i was defining the term gamble as a last resort to make a couple of big wishes come true and it actually paid off...or so i thought....my heart literally hurts

i'm getting no where with these people 😞

Thank you amandalwilliams1017 for all the information provided. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

nick

Hello, amandalwilliams1017!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

im happy to say i finally received my payout today! im forever grateful to casino guru for getting involved...i dont think i would have ever seen the money if it weren't for their help! I will never use this casino again...lesson learned! To anyone else trying to get their money, my best advise would be to not give up....be persistent! i contacted these people daily....once via email and once via chat....i was a thorn in the booty that wasnt going away....and also, ask for casino gurus help! its amazing to me how my funds showed up the exact same day that casino guru contacted this casino for their imput on the complaint...i do not think that was a coincidence!! thanks again Guru! you guys are the best and the timing was perfect.. now mama can make some Christmas wishes come true!

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, amandalwilliams1017, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Pavel K

Casino.Guru