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

I won and am trying to withdrawal via crypto $2000 USD and they keep on making every excuse under the sun and blaming 3rd party payment provider etc etc

I am desperate for a resolution and I am just hoping someone can help? 

It has all been approved......

Casino https://www.sunriseslots.com/en/

Username: Z********

Attached email address: z*********7@gmail.com

$2000 USD to be withdrawn via crypto

Screenshots attached

Anything you can do will be greatly appreciated?

Dear Zohogamer,

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?
• When was your withdrawal approved?
• Did you use Bitcoin for both your deposit and withdrawal?

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,

Dominika

• First time withdrawal
• yes
• without bonus
• 18th July 2024
• payed by card withdrawal by Bitcoin

Dear Zohogamer, thank you for the information provided. Please allow me to ask a few more questions.

• Have you been asked to make a Bitcoin verification deposit?
• Have you also considered withdrawing funds via bank transfer?

It is recommended to use the same payment method for withdrawal as was used for deposit.

• No they have not
• its already approved and they are just waiting for 3rd party provider
• usually Bitcoin is quicker & easier than bank (I doubt requesting change will achieve anything)

Dear Zohogamer, do you have any updates regarding the withdrawal?

No, they still have not come through with payment and still blaming 3rd

party

Hi,

I am now not getting replies and cannot access the website for the last 2 days

Thank you very much, Zohogamer, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 Zohogamer,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Sunrise Slots Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Sunrise Slots Casino,

Could you please provide detailed information regarding this case and clarify the reasons for the delay in the player's withdrawal? Additionally, the player has reported difficulties accessing the site, as mentioned in his last communication. Can you confirm if there are any specific reasons for blocking the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Hi Kubo,

Thank you. To confirm there has been no resolution as yet.

this is the last message I received on Monday 26th August 2024

Hello Christopher,

Since all of our withdrawals are sent through third party vendors, there are certain processing velocity limits that we must respect, and time frames may vary due to processor limitations and availability. Currently the processors are experiencing delays on their end on top of the regular time frame for the payment to be sent/paid out. 

We understand the frustration and we apologize for any inconvenience caused, hopefully the process will go back to the standard time frame very soon.

Nathan Garcia

Finance Team

Further correspondence

Christopher,

The $2000 withdrawal is approved and would be paid soon.

Upon further review of your account, management has made the decision to close your account. We appreciate you doing business with us, however we no longer feel that our Company may be the right fit for you.

Nathan Garcia

Finance Team

Greetings all,

Unfortunately we can no longer accommodate Australian based players, these players are blocked at an IP level and cannot access the casino aside from using a VPN showing they are playing from a different "allowed" country. VPN usage is specifically banned in the terms and conditions. Many of our security measures are automated and not capable of seeing the use of a VPN, it was not until the withdrawal request that the casino was required to manually review the account and provided documentation. When it was discovered that the account was Australian based and using a VPN it was closed permanently per the terms and conditions of the casino.

Hopefully this clarifies things.

Best wishes,

Nick and Sunrise

At Nick & Sunrise,

Prior to me winning & requesting a withdrawal Andrew who is in VIP client management verified my phone number and I told him I was in Australia...

Also the joining application form has the ability to accept an Australian Address

it is very convenient that all this becomes an issue after a requested payout?

yet the casino is happy to take my money !!!!

after this I am happy not to deal with your casino again

But I still have not seen my payment as requested even though your payouts team keeps telling me it's on the way....

Just send me my money and I'm happy to move on

let me know when & if that is ever going to happen

Thanks again for the great experience!!!

(insert sarcasm here)

Dear Zohogamer,

Could you kindly provide an email or any other reasonable proof confirming that you completed the KYC process? This could be an email from the casino or a relevant screenshot from your account. Additionally, please share any available screenshots of your communication with the VIP client manager, as mentioned in your previous post.

You can send all the documents to my email at jakub.m@casino.guru.

Thank you for your assistance.

Hi Kubo,

I have emailed you

Dear Nick & Sunrise Slots Casino!

Thank you for clarifying the real reason behind the delay/rejection of the player's withdrawal. However, this practice raises serious fairness concerns. It seems unreasonable that Australia can be selected during registration without issue, and the player successfully passed the KYC process using Australian documents. It’s hard to understand how the casino only realized the player is residing in a restricted country at the point of withdrawal. This approach feels both nonsensical and unfair, as the casino should have been aware of the player’s residency after completion of verification process. Additionally, the casino’s attempt to obscure the real reason for the payment delay comes across as quite lacking in transparency. This only adds to the frustration and undermines trust in the process.

Given the circumstances, I strongly urge the casino to reconsider its decision. In my view, the only fair outcome would be to honor the player’s full withdrawal and close the account afterward, in accordance with your policies.

Thank you for your attention, and I look forward to your response.

Greetings Kubo,

There is nothing unusual that I saw within the player account (AU players and VPN usage are a no-no per the terms and conditions) but the chronology of events does seem odd. Could you please provide me with any dialogue or documentation provided by the player? This is very much against the terms of the casino and if the player was actively allowed to circumvent the rules by a member (or members) of the Sunrise staff I very much need to know the who, when, and where of it (especially the who).

Best wishes,

Nick and Sunrise

Dear Zohogamer,

I'd like to ask for your permission to share some of the emails/screenshots you've previously sent me with the casino representative. I believe doing so could be helpful in moving forward with the investigation.

Please let me know if you're comfortable with this.

Hi Kubo,

Yes please go ahead and do that

Hello Everyone,

I’m happy to share that the player has confirmed via email that the issue has been resolved and the funds have been received. Thank you all for your efforts in resolving this matter.

Dear Zohogamer,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo