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

I began with a no rules bonus deposit on Feb 16 2024 of $33 deposit using Bitcoin and got free spins in which I win 141.90 from that I won 3000 I request a withdrawal upon meeting all the requirements they do a coupon reversal after making me deposit 10 dollars to verify coupon reversal is in the amount of 141.90 and submit a withdrawal for 2500. They tell me 7-10 days for approval. ---(Feb.27) Bitcoin withdrawal approved.

They say another 7-10 days expect a deposit into my Bitcoin wallet.

-I have talked to them at least 25 times in the following 7 months and told many times it's escalated and should be 24-48 hrs. I've been told I must submit a long list of details to receive a wire bank transfer now since I haven't deposited Bitcoin in 6 months which is because I haven't been paid why would I deposit. But I deposit and reach out to them and tell them I'm a Bitcoin depositor now can I get withdrawal and told no still must be bank transfer I ask for a partial withdrawal they say they will make one time exception in the amount of 500 Bitcoin. But need to wait till Monday since it's weekend. Tuesday I contact them and they tell me they have no record of this but that my Bitcoin withdrawal was approved this morning so need to wait 7-10 days it's now a month later and they tell me to give it a day or two more and it's now Sept 9 2024. And today I ask them to just reverse the withdrawal and they say they suggest I be patient since they can see a recent escalation on the account. And that's it

Dear chose1n,

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?
• What is the current status of your withdrawal request? If possible, please post a screenshot of your withdrawal history here in this thread.

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

Thank you for your reply, chose1n. I’m very sorry but you haven’t answered all of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

I have not made a successful withdrawal but I've passed all the verification uploaded my driver's license and successfully made the 10 dollar verification deposit.

If I haven't answered your questions I'm possibly missing something please let me know and I'm happy to assist in resolving this any way possible. But I am sure that I have been approved and met the requirements because I've asked them several times and they have tools me everything is fine and I'm going to be paid! Even to the extent of one of the times I talked to them they said they could make a one time exception and withdraw 500 in bitcoin and then the rest credited to my account to speed up the process which never happened and the following business day they didn't know what I was talking about and another occasion I asked to reverse the withdrawl because I was sick of being told not to worry and they actually talked me out of it and I agreed to be patient and wait a couple more days because they where completely certain it had been approved and sent and that still hasn't happened after 2 weeks now! But every time I contact them they say I'm good to go they apologize and then nothing!!

If there is any other relevant communication between you and the casino, aside from the screenshots you've already attached here in this thread, please forward it to kristina.s@casino.guru. Alternatively, you can post it here again. Thank you in advance.

this is everything I have

Thank you very much, chose1n, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi chose1n,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Sunrise Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request and when he can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Thank you Natalia and sunrise slots for any help resolving this!

Update: I just received a Bitcoin deposit in the amount of $2,449.77 it doesn't say who sent it so I can't confirm at this point but it is the most likely case that this was from sunset. I will check my transactions on the site and try to confirm. As soon as I can and report. But I'm pretty sure considering the amount assuming it's with processing fees taken out possibly! Thank you!

Thank you for the updates, chose1n. Are you expecting any more payouts from other casinos in the same amount? As soon as you confirm that your withdrawal is received and the issue is resolved, I will close the complaint, so please, let me know when you are sure.

No that was it so they paid Thank You!

Dear chose1n,

I'm glad to hear that your issue has been resolved, consequently, your complaint will be marked as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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, 

Natalia

Casino.Guru