Sunrise Slots Casino - Player's withdrawal has been delayed without explanation.

After coming a cross a similar complaint on Google I came to this website only to see my issue was identical to another user.

My withdrawal was requested on March 22 and approved on April 2. Their 10 business day policy ended and when I contacted them they said the situation is now escalated to the finance department and to wait 48-72 hours. After that time elapsed I was told the manager escalated to the finance department t personally and wait 2 more days. Now all that time has passed and still I am given absolutely no correspondence and no reason why the finance department can't just hit the send button. The requested withdrawal was for payout in bitcoin and for the amount of 300$ . Please help if possible thank you in advance

Dear y2drag,

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

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated 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, but one month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, my approval was processed on March 22nd and was APPROVED on April 2nd. After the 10 business days I was told that the "finance" team was delayed and there was nothing they could do because they don't have direct contact with then. I did not have any active bonuses when cashing out.

Thank you very much, y2drag, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 in the near future.  

Dear y2drag,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Sunrise Slots Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Ok I'm here if u need anything from me

Greetings all,

I have reviewed the situation and I'll see what can be done to assist, if anything else is required I will inform everyone here.

Best wishes,

Nick and Sunrise

Thank you for providing the information. We kindly request you to keep us updated on any further developments.

Greetings all,

Payment in full was issued on the 10th of May and has been confirmed delivered in Blockchain Explorer.

Best wishes,

Nick and Sunrise

Thank you for the information.

Dear y2drag, could you please confirm that you have received the payment?

I have recieved the payment. Many thanks to casino guru very fortunate to have found you.

Dear y2drag,

I'm glad to hear that 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,

Dominika

Casino.Guru