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

I requested a payout on Jan. 30th, 2024. They said I had to deposit b4 I could withdraw. So I did. Next they said it would take 10 days for it to b approved. Feb. 12th 2024 it finally got approved. Next they said it would take ten days to receive the money. That was 2 days ago and still no money. Live chatted them and they said they would escalate my issue. Still nothing. They just not trying to pay me even though I did everything they asked of me.

Dear gailvesely41,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please advise if it was your first withdrawal in this casino?
• Have you accumulated your winnings with or without an active bonus?

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. 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

Yes this is my first withdrawl. I have waited the time they told me it would take and also made the mandatory deposit in order to be able to withdrawl. Live chat said they were escalating the matter and that it would b 24-48 hours and we are past this timeline now as well. My withdrawl request started over a month ago??? I met the playthrough from my bonus...they have approved the withdrawl so I don't understand what any of this matters? The withdrawl was approved which I sent u screen shot proving this.

Hi gailvesely41,

• Can you please clarify whether the bonus you activated and used to accumulate your winnings was associated with a deposit, or if it was a free promotional offer?
• Additionally, did you deposit funds into your account only after to verify your payment method?

Thank you.

Dear gailvesely41,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.