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

I been told that there a problem with the bitcoin payment so even though I was approve I still have to wait and they don’t have a time frame as when I with get my payment

Dear Phanerik18,

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 provided the information the casino requested regarding a bank transfer withdrawal?
• Is your new withdrawal via bank transfer currently pending in your account?
• Could you please share your recent related communication regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

I submit all the required information and I submit all the required information and was approved for withdrawal via bitcoin since the 23rd … and was told, I will get my payment within 7 to 10 business day and after that I’ve been contacting them ever since and they’ve been telling me that they have escalated the issue and will send our payment within the next week and then I receive another email saying they have issue with bitcoin payment so they can’t give me an exact date when I will receive my money

Thanks for your reply.

Did the casino process your payment via a wire transfer or Bitcoin?

Have you provided the information necessary for the casino to process a wire transfer to your bank account?

I submitted my bitcoin address for them but they tell me they don’t know when they be able to pay me!! And my bank does not support international wire transfers

Yet I receive no payment yet

Thank you very much, Phanerik18, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.  

Hello Phanerik18,

My name is Romi and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Sunrise Slots Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Greetings all,

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

Best wishes,

Nick and Sunrise

I received the bitcoin deposit earlier today thank you!

Hello all.

Thank you Nick and Sunrise for cooperating in this case.

Dear Phanerik18,

thank you for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Romi

We have reopened this case as per players request.

Dear Phanerik18,

May I ask you what is the reason for reopening this case, please?

Greetings,

Romi

Hi I also have another withdrawal From the same casino waiting to get pay as well! I was hoping not to go through another two months in order to get paid

Dear Sunrise Slots Casino,

Could you possibly provide additional information regarding the withdrawal of $245 and clarify the situation?

Thank you in advance.

Respectfully,

Romi

I made a no rule bonus deposit won some money and after subtract $186 bonus match money I’m left with $245 to withdrawals but I it been 10 days since I made a request and no response from the casino

this what I got when I contact them .. but just like last time no definite answer

Greetings all,

I've sent the requested withdrawal for review with our approvals department, we should hear back from them fairly soon.

Best wishes,

Nick and Sunrise

I haven’t got anything yet!!

I got the approval for withdrawal but no payment yet

Since the withdrawal already approved, Nick can you help with getting the payment sent to me already ? Thanks in advance

Dear Phanerik18,

please inform us whenever you receive the withdrawal.

Best regards,

Romi

Still nothing yet

It been 6 days and still no payment yet

Nothing at all

Can you ask sunrise rept what going on with the payout? Since it was already approved

this what I get when I tried to get a response same general answer I get everytime

Still nothing yet

Can you ask sunrise casino

Hello all.

Dear Nick and Sunrise,

Could you, please have a look into this again and let us know in what state the withdrawal is?

Thank you in advance.

Best regards,

Romi

Still nothing yet

Oh and this is how helpful customer service is

Today is the 10th business day since I got approved on the 12th of July yet no payment although I requested since the 29th of June and I didn’t get the approved until July 12th and now is July 25 .. still nothing and customer specialist told me they don’t have any information on when I will get paid !!??😯😱

Greetings all,

I had a look and I'll do what I can to move things along for you here.

Best wishes,

Nick and Sunrise

Plz thank you …Still nothing yet though

My withdrawal were 245 but I only receive 220 in BitPay. And also I have another $100 dollar withdrawal can you help with that as well

Dear Nick and Sunrise,

Thank you for your cooperation.

Could you, please explain the whole situation and try to have a look at the last withdrawal request of $100 as well?

I appreciate your cooperation.

Best regards,

Romi

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

It been 10 business days since my $100 got approve but still no payment yet

Greetings all,

I see noted in the account that they are requesting an update of your Bitcoin address Phanerik18, I have requested they pay out to the previous however just for safety's sake go ahead and send a confirmation via email or live chat if you would be so kind.

Thanks so much, hopefully this will go out shortly.

Best wishes,

Nick and Sunrise

Hi I already updated via live chat

Hello all.

Thank you Nick and Sunrise Slots for the update.

Dear Phanerik18,

Could you please confirm whenever you receive the money, and write the amount received.

Thank you all for your cooperation.

Kind regards,

Romi

Hi I received $100 via bitcoin already thank you

Dear Phanerik18,

Could you please confirm the full amount received so the disputed amount in the complaint is right?

Also, please provide the information about whether you are waiting for another withdrawal?

Thank you in advice.

Greetings,

Romi

Dear Phanerik18,

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.

Hello all.

As the player did not respond to the last question, this complaint will be now closed as solved after Phanerik18 confirmed his payment of $100 via bitcoin.

Thank you, Phanerik18, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Romi