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

Requested withdrawal on 05/03/2024. It was approved for wire transfer on 05/16/2024. I've inquired about the length of time that it is taking to receive the transfer, but I'm receiving the same 7-10 days to approve, 7-10 days to send to third party vendor, and who know how long to send to my bank. If it's the same third party vendor that processes my card for adding money to my casino account, it should've taken mere minutes.

Dear cdfrance1,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active 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

Yes, I've had other withdrawals before, my documents are all verified. I played with a percent bonus, it was played through as required, and on top of that, before I could withdraw, I had to subtract the amount of the 250% bonus, which is why the amount of withdrawal is 2360 and not 2500.

Thank you very much, cdfrance1, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.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 cdfrance1,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Sunrise Slots Casino representative to join this conversation.

Dear Sunrise Slots Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Greetings all,

I have reviewed the situation and I'll see what can be done to assist, if anything else is required to move forward I will let you know here.

Best wishes,

Nick and Sunrise

Good morning! I'd like to thank you all from Casino Guru, and Nick from Sunrise as my transfer was initiated to my bank this morning. I appreciate the time taken to review this case!

Christina

Dear cdfrance1,

Could you please confirm, if I understand this correctly, that you have received your withdrawal?

Thank you

Yes, I have received this withdrawal. I thank you for your help! Thank you and have a great day.

Dear cdfrance1,

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,

Mirka

Casino.Guru