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

Requested withdrawal on the 18th of August. It was part of a bitcoins promotion promising a speedy withdrawal within 48 hours. They've even sent me the same email with the same promotion a second time, all that they need from me is another deposit. All inquiries have been met with the same response; they are currently having delays with their bitcoin withdrawals and if I want im free to submit my banking information in case that proves to be quicker. Of course the alleged delays didn't stop them from sending me, and God knows how many other people, the promotional email with the false promises. All of my documents had already been submitted and accepted prior to my withdrawal request.

Dear Ronnieg1980,

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. Have you made any successful withdrawals before? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

I have made a withdrawal through them before for a couple hundred dollars. That also took longer than the promotion I played said that it would take but it didn't take this long. The status of my withdrawal is currently approved but still pending and yes, I accumulated the winnings after claiming the bitcoins promotional email they sent me. I uploaded the email of said promotion with my initial complaint.

Thank you for your reply, Ronnieg1980. Unfortunately, I am not able to open the attached screenshot. Could you please forward it to kristina.s@casino.guru? If there is any other relevant communication between you and the casino, please forward it as well. Thank you in advance.

Email has been forwarded, as requested, along with additional information concerning my most recent attempts to ask them what was going on.

Chatted with customer support online again today and was just told that it hasn't even been sent to processing yet. The agent said he would escalate it but I was told that the last two times I talked to them as well

Thank you very much Ronnieg1980 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Ronnieg1980,

I will assist you with complaint from now on. I would like to ask the representatives of Sunrise Slots Casino to join the conversation in order to help us resolve the issue.

Sunrise Slots Casino,

Could you explain what is causing the delays in Ronnieg1980's withdrawal? When can he expect the withdrawal request to be processed?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

My withdrawal was processed and deposited today. Thank you all for your time and for helping me to seek and achieve resolution on this matter.

Awesome news, Ronnieg1980! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.