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

Will not payout because my bank doesn't have a swift code. They won't send a check or deposit onto my account. They told me to open a new account with a different bank! What?! Thats crazy! They took the money from my account very easily, they should be able to payout easily. I'm I wrong?

Hoping you can help.....

Dear nancym30,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear nancym30,

Have you received your withdrawal from the casino yet?

Not yet. They said they would sent me bitcoin. I just opened an account for that so hopefully all goes through okay...I'm not very familiar with bitcoin.

Thank you for your reply, nancym30. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Thank you. I will

Still nothing. Now they said only $100 of that withdrawal was eligible! What? That is total bs! This is the screenshot on my account

I have dozens of emails back and forth with them. I just dont even know what to do at this point

This is my email this morning

Did the casino provide any explanation regarding the capped winnings? Do I understand correctly that you accumulated your winnings with a No Deposit bonus?

Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear nancym30,

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.

I did forward you the messages from them, i can resend them if you didn't receive them

Thank you very much, nancym30, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi nancym30,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Sunrise Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when they can expect it to be processed from your side? Do I understand correctly that the payout of $100 to the player's Bitcoin address was already approved a few weeks ago?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you !!

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’ which may negatively affect its rating.

Greetings all,

I should be able to assist here with the $100 maximum cashout, as a credit card depositor who has never deposited via Bitcoin normally it would be necessary to withdraw via wire transfer however I believe that we can make an exception (I will do my best to do so). If you could please contact our service department and update your Bitcoin address nancym30 it would be much appreciated.

Best wishes,

Nick and Sunrise

Dear nancym30, I've got some documentation from the casino representative, and it seems you're eligible to withdraw only $100 because your winnings were received from a no deposit free spins bonus. According to the casino terms (https://www.sunriseslots.com/en/terms-conditions), the maximum cashout for a no deposit coupon is $100 and any amount that is over the maximum withdrawal limit is removed from the balance (this is what "Manager Withdrawal requested/approved" means in your balance history screenshots).

Please, let us know as soon as you update your Bitcoin address with customer support so that the casino can proceed with your withdrawal request.

I sent them all the information. I will let you know when/if I get any response.

Thanks

Thank you for confirming this, nancym30. I'll be waiting for any further updates from you. If there's no progress, I will ask the casino representative to check this again.

Nothing yet...

Dear Sunrise Slots Casino, could you please check if the player's Bitcoin address was updated and if it's possible to proceed with the withdrawal? Or is there any information missing?

Greetings all,

First the good news, it appears that all is well in the account for payout and they are willing to give Bitcoin as an exception in this case. The withdrawal is approved and there is a current Bitcoin update on file in the account. The bad news is this is indeed a win based on a $100 max cashout free bonus, no more than $100 can be withdrawn in this case. I'll do my best to get that cash out the door as soon as possible and I'll let you know here if anything else is required.

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

Best wishes,

Nick and Sunrise

What about the other $400 I had in my account?

Dear nancym30, as mentioned previously, your winnings were accumulated using a free spins bonus. The maximum possible cashout for such bonuses is only $100, the rest of the winnings are removed from your balance. Please, check the terms of the casino - https://www.sunriseslots.com/en/terms-conditions:

Please, let us know when you receive the payment from the casino, we'll keep your complaint opened until you confirm a successful withdrawal.

Regards,

Natalia

Received 100.00

Dear nancym30,

I'm glad to hear that you finally received the money and 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,

Natalia

Casino.Guru