The player from the United States had requested a withdrawal, which was approved on 06/20/2024. However, the player had not yet received the money, with the casino attributing the delay to a third party. The player had received $355.57 of the $500 withdrawal but reported that the remaining amount was missing. It was clarified that the casino had incurred fees due to a chargeback on a credit card deposit, which accounted for the missing funds. The issue was then considered resolved by the Complaints Team.
Sunrise Slots Casino - Player’s withdrawal has been delayed.
Amount: $500
Sunrise Slots Casino
Safety Index:Below averageSafety Index
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5.6
Sunrise Slots Casino has a Safety Index of 5.6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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4 months ago
It’s been approved since 06/20/2024 and they say it’s the third party. Which I don’t understand.
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4 months ago
Dear Jesslyn222,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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4 months ago
Thank you very much, Jesslyn222, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.
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4 months ago
Hello Jesslyn222,
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
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4 months ago
Greetings all,
I've reviewed the situation and will see what can be done to assist, if anything else is required I will let everyone know here.
Best wishes,
Nick and Sunrise
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4 months ago
Greetings all,
Payment should be forthcoming shortly, I would highly suggest contacting customer service and updating the Bitcoin address on file as soon as possible if there have been any recent changes Jesslyn222.
Best wishes,
Nick and Sunrise
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4 months ago
Hello all.
Dear Nick and Sunrise, thank you for the update.
Jesslyn222, could you try to update the support again, please and let us know whenever you receive the money?
Thank you in advance.
Regards all,
Romi
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3 months ago
Dear Jesslyn222,
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.
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3 months ago
Dear Jesslyn222,
Could you please inform us how much were you able to withdraw and if you still want to leave this complaint open?
Greetings,
Romi
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3 months ago
Hello all.
Thank you Jesslyn222 for the update.
We will wait now for your confirmation of the rest of the withdrawal.
Best regards,
Romi
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3 months ago
Dear Jesslyn222,
Could you confirm that you have received the full amount of your withdrawal and inform us whether this complaint should be closed, please?
Thank you.
Regards,
Romi
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3 months ago
I received 355$ and that’s all nothing since and it was a 500$ withdrawal
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2 months ago
Dear Nick and Sunrise,
Could you please clarify the situation and tell us more about the missing 145$?
Thank you in advance.
Kind regards,
Romi
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2 months ago
Dear Jesslyn222,
As I have been informed from the casino representative you actually charged back a credit card deposit and the casino got charged fees from the 3rd party payment provider. So the full amount of 500$ was paid from their side.
Dear all,
As based on the last update from the casino we believe that the issue has been successfully resolved, we will now close this complaint as ‘Resolved’ in our system.
Thank you, Jesslyn222, for using the Casino Guru complaint resolution center. 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
