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

I’ve played with this casino for roughly a year to year and a half. I play quite often but I never cash out. I am pretty good at winning, but I’m pretty bad at catching up but this time I was playing with $30 credit because I had deposited during the week so it was a cashback bonus I won roughly 7000 played through all the way during amounts and then some and then cash out 2500 on March 18. I went through the process. It was manager approved on the 10th business day and then when it came to getting the money, I went through the 10 business process and saw no money. I reached out to them every day and they kept telling me they escalated it to the property team and I would see Payment in 48 hours, I finally found an email that I can speak to somebody directly about my withdrawals and they told me I could do the bank option. I’ve supplied sunrise with five different bank accounts all of which had a different reason of why they couldn’t cash out to that account I don’t know many people that have Let alone five and I don’t have another one to supply them, but we’re going on two months of no payment when you play casino when you cash out your money printed right then and there and you walk away with your money I understand that casinos in another country that would take some time, but I feel like I’ve done everything to supply them with anything they needed and now I’m just getting the runaround and I’ll never see my money. The casino has responded to me, but I get the same responses about. They can’t provide me with the timeframe And I did not want to go, but I feel like I never see the money if I don’t reach out to somebody to help me again this was my first time withdrawing with them and it was a cashback bonus, but the play through requirements have been met and then some Help would be greatly appreciated also I have about 15 more photos of communication back-and-forth with the casino, but it will only let me upload whatever I’ve uploaded but I still have 15 more if you guys want the communication back-and-forth.

Dear itsmrsbaker5311,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Could you please advise why you needed to provide bank options for withdrawal?
• What is the status of your Bitcoin withdrawal currently?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Yes, my account is fully verified. They said I could supply a bank as a withdrawal option due to something with their bitcoin having extreme long delays with the bitcoin option so I supplied banks five of them none of which met their satisfaction and I don’t know why because the very last one I supplied them is a very well-known bank and not only, could I receive international I can do anything with that being training and all kinds of things so that Bank should’ve been approved but I still have not received my withdrawal in the bitcoin status as of the last message I received they’re not giving me a timeframe they refused to do email communication with them back-and-forth if you would like me to supply it

I’m sorry I didn’t see that very last part. I did just email you all the communication that I’ve had and proof of the withdraw request and anything that I had with sunrise casino

Thank you very much, itsmrsbaker5311, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear itsmrsbaker5311, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Sunrise Slots Casino representative to join this conversation. 

Dear Sunrise Slots Casino, could you please provide more information about this case? 

Looking forward to your reply.

Greetings all,

I have reviewed the situation and will see what can be done to assist, I see the requested withdrawal was approved on the 29th of March and should have gone out by now. Could you please contact our service department itsmrsbaker5311 and confirm that your Bitcoin address is up to date? I should be able to push things through for you once we have that on file. Let me know once that is complete!

Best wishes,

Nick and Sunrise

I have sent my bitcoin address to the email I have for the payout team as well as the general questions email and I’m in the process of getting someone on chat and giving it to them as well as I don’t know which department is considered customer service I’m sorry, but it’s updated in those three places if that’s not the right place please tell me where I need to update it or send it to thank you

I just got the bitcoin address updated through chat as well thank you for your promp response I am so appreciative to you thank you

Thank you Sunrise Slots Casino for your prompt reply.

Dear itsmrsbaker5311, 

please keep us updated about any new development.

Nick with sunrise slots?!?!?!

Did you receive my verified bitcoin address? I send an email to your payments department as well as your general questions email address I also spoke with a representative in chat how said they address it to my account again. If that’s not correct could you please direct me to the correct place to verify my bitcoin?? Thank you for your time. Can’t thank you enough. Hope to hear from you soon.

So I had reached out to the payout department with my bitcoin address and then I got an email this morning asking me for a utility bill and asking me what the relationship was with Stanley B**** as I’ve told him before that is my children’s father he’s not lived at my address in over two years. He hasn’t even lived in the state in over a year, they had confiscated $3500 from me last April because they said there was a multiple account supposedly Stanley so before I played again I made sure all extra accounts were deleted that there was only one account to my address and I periodically check check it to make sure and it’s been the same why now do I need to provide a utility bill since I wasn’t cashing out to bank or credit card per their terms and conditions because of the reference to Stanley B**** I have a restraining order. He was escorted off the property and arrested by the sheriff two years ago and he’s never been back. I don’t even know where he is other than he’s no longer in the state but I’ve had conversations with this payout team for a month and a half now at one time has any of this come up now I feel like since I’ve made the complaint that they’re irritated, but I don’t know what else I was supposed to do I just wanna be paid I already lost $3500 the first time for no reason and everything was up and up so I should be paid. Also she asked me for my tax return. I mean, they’ve asked me for everything my place of birth my Social Security number everything they have everything they possibly need to do bad stuff and then she said to get a chat representative and give them the address information so why did I have to send it to her just to go through chat and resubmit it the chat person said it could be another 72 business hours before anybody even looks at it I’m so over this. This is ridiculous. Nick made it seem like as soon as I verify again, my bitcoin address that my payment would be sent so , being thrown through the ringer is completely just not what I expected this casino

Dear itsmrsbaker5311, 

thank you for the update.

After a discussion with the casino representative I am sorry to say that you will have to answer their questions. Please submit all the documentation they are requesting. Please let us know once you complete all of those steps.

I already did when they asked Friday!

Dear itsmrsbaker5311, 

thanks for the update.

Dear Sunrise Slots Casino,

is the KYC process now completed? Will itsmrsbaker5311 be able to withdraw the funds in the player's account, please?

Greetings all,

It appears the necessary information has been provided on you part itsmrsbaker5311, I have requested that the approved withdrawal be disbursed as soon as possible so hopefully we see some movement soon.

Best wishes,

Nick and Sunrise

Dear Sunrise Slots Casino,

thanks for the update.

Dear itsmrsbaker5311, 

please let us know whether you received your funds.

Greetings all,

Just confirming that payment was released via Bitcoin on the 21st of May and is marked delivered in Blockchain Explorer.

Best wishes,

Nick and Sunrise

Thank you Sunrise Slots Casino for the update.

Dear itsmrsbaker5311, 

can you please confirm whether you have received your funds?

Dear itsmrsbaker5311,

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.

Dear all,

Unfortunately, we’re forced to reject this case because itsmrsbaker5311 has stopped responding to our messages and questions. Without itsmrsbaker5311 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.