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

Requested withdrawal of $1000.00 on June 1st, 2024. It wasn't even approved until June 21, 2024 (in their rules/terms & conditions, it's supposed to be 7-10 days) 20 days after requesting the withdrawal. Its now July 4th, 2024, and no wire transfer to my bank has been made for this amount.

Dear cdfrance1,

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

Good morning, it was approved, 20 days (not the 7-10 days the casino states in their FAQ for payment processing time) yet it has not been sent to my bank. The payment should have started on June 21, 2024, and as of now 07/05/2024, nothing has been sent. I inquired about it, this was the generic response I received (screenshot of email message attached).

Thank you very much, cdfrance1, 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.  

Hello cdfrance1,

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 had a look and the requested withdrawal has been approved and paid out to our 3rd party payment providers on the 11th of July for disbursal as a bank wire transfer. As a general rule with bank wire transfers we are looking at 3-10 business days on delivery but it can be a bit longer depending on transfer volumes on the 3rd party end. Just be patient and the funds should arrive in time, cdfrance1. Let us know when the funds arrive.

Best wishes,

Nick and Sunrise

Hello all.

Thank you Nick and Sunrise.

Dear cdfrance1,

Could you please update us whenever you receive the withdrawal?

Greetings,

Romi

Yes, I certainly can. Thank you for looking into this.

Still nothing at all.

Dear cdfrance1,

Do I understand correctly that the whole amount of your withdrawal requests is $3000?

Please let me know so I can change the amount in your complaint.

We will wait for the updates.

Best regards,

Romi

Hi Romi, the complete total is $3,000 but because sunrise has the $2,500 limit per withdrawal, I had to put in two separate requests for the winnings-which both were requested the same day.

Dear cdfrance1,

Thank you for clearing that up. I will now change the disputed amount to $3,000, and we will wait for your updates regarding this.

Please let us know whenever you receive the money.

Thank you.

Greetings,

Romi

Thank you, I will let you know when it arrives in my bank account. I understand the reviews now, and I've learned my lesson!

I appreciate all that you're doing to help me.

Good morning, I have received the $1000.00 wire transfer this morning, and now I'm simply waiting for the $2000.00 withdrawal that was made right after the first winnings

Thank you!

Still nothing in regards to the 2000.00 bank wore transfer. Will update if that changes, but so far no indication of sunrises supposed approval.

So, it was requested on June 1, 2024 at 12:54pm.

It was approved on July 12, 2024 at 12:34pm.

It was then sent to their third party on August 7, 2024 at 1:37:03 pm.

And no, I still have not received this other $2000.00 withdrawal as of August 11, 2024.

As of August 13th, 2024 18:46 no wire transfer yet.

As of August 19, 2024 still no wire transfer of $2000.00.

As of August 25th, 2024 still no wire transfer of $2000.00- hopefully this raises awareness to not play at sunrise slots.

Dear Nick and Sunrise Slots Casino,

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

Thank you in advance.

Respectfully,

Romi

Greetings all,

On review I can see that payment was made by the casino to the 3rd party on the 7th of August, I will reach out to the finance department and see if they have any information for us.

Best wishes,

Nick and Sunrise

Greetings all,

I have been informed by our payouts department that there are indeed known delays with the 3rd party payment provider however they are confident that this should be remedied shortly. With any luck those funds should be delivered this week. Please keep us informed cdfrance1.

Best wishes,

Nick and Sunrise

Thank you Nick, I will let you know if the payment is received, as of today, 09/08/2024, there is no wire received.

Thanks.

Good morning, payment was received this morning on 09/13/2024. I appreciate everyone's time dealing with this issue, and I hope that the issue will be straightened out with the third party y'all use, I really enjoy the games you offer at that casino.

Christina France

Thank you, cdfrance1, 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru