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

Requested on 2-25-24

Approved on 3-05-24

AMOUNT $650.00

Method Bitcoin

I am a single mother of 4. One set of Teenagers. One set of Infants. I am a 100% Woman Owned small business owner. I need ALL THE FUNDS THAT ARE DUE TO ME. This amount is a small amount for a casino. I don’t understand why this Casino is set up like this. I use LuckyLand Slots and Chumba online platforms and it took a couple of days to verify my Cash App account and BAM, My winnings take 24 hours to deposit to my account. And a lot of times I am running Str8 to the Gas Station and the Grocery Store, or pay on my Children’s Senior packages for High School. I have two Graduating. This includes PROM.

I paid money for a coupon. I played passed the play thru balance. This is misrepresenting because I could not find ANYWHERE in their terms that My FIRST WITHDRAWAL WILL BE LONGER than the rest. All they Advertise is FAST PAYOUT and with E-Wallets SAME DAY.

My account was to sent to be ESCALATED 5 different times. Each time told to wait 24-48 hrs. I waited 48 hrs, for Each Time. I asked the representative "What would happen after I Escalate and Still No Payment?" I was told it would RE-ESCALATE.🤬😡 My Nerves were Boiling……WTH??? So after I did the 3rd Escalation, I asked the representative after she came back saying she sent my account for the 4th Escalation and to wait 48hrs, "What happened to my last Escalation? I already waited 48hrs, did they ever respond?" The representative said that my Escalation was DENIED??? 🤬😡…..I decided to file THIS COMPLAINT!!!

Dear Carlaand2u,

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. 

• Do I understand correctly that this was your first withdrawal attempt?
• Could you please confirm that you have passed the KYC verification?
• Do I understand correctly that you accumulated your winnings with a 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

Hello Kristina,

Yes, This was my First Withdrawal attempt. And Yes I passed KYC Verfication. I Paid for a Bonus Coupon with Bitcoin and when it approved the payment method. It automatically approved my KYC Verification. This was a Bonus Coupon that I paid for.

The funniest thing was I actually cashed out on Raging Bull $1300 off the Same Coupon they offered too. I cashed out Exactly One day after. I have had the same correspondence with both casinos. Same response from both. I filed THIS complaint yesterday and Magically..Lol, Raging Bull Paid THIS morning 🙌🏾……Whew, I was losing Faith for a second, but it took me to Find CASINO GURU thru a Google search for me to find some type of Hope.

I still am waiting on Sunrise Casino for the $650, but I believe Filing THIS Complaint thru CASINO GURU made the difference. And I have faith that Sunrise Casino will honor their word as Well and pay me. Hopefully in the NEAR future they work on some ways to fix the Lag of the FIRST Withdrawal. It seems to make the Casino look Dishonest and Not Trust Worthy of handling Money. If I do My Part and go thru and follow ALL YOUR RULES, then I EXPECT YOU TO FOLLOW YOUR OWN POLICY. And If something IS in the Policy, CLEARLY GIVE THE STATEMENT AND LOCATION to where I can find the rule. I would like to be able to choose FAIRLY which Online Casino I play. AND Without being given any FALSE PRETENSE….Or the Appearance of it. This gave me anxiety attacks from time to time. This also has caused Unnecessary Stress that could have and should have been avoided. MONEY is a Necessity in this World.

I just want to say Thank You again from me and my Family for having people available to assist in matters such as these.

Thank you for your reply, Carlaand2u. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, 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 Carlaand2u,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.