The player from Nevada had requested a withdrawal a month ago and faced extensive delays in receiving her approved payout. She monitored the process through live chat but reported that her VIP status changed, extending the payout timeframe. Despite surpassing the 20 business days, she had yet to receive her funds. The issue was eventually resolved, and she confirmed that her payout was processed successfully. The complaint was marked as 'resolved'.
Sunrise Slots Casino - Player’s withdrawal has been delayed for over a month.
Amount: $2,110
Sunrise Slots Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
I waited the 10 business days for he approval process plus the additional 10 days for the payout. Every time I do live chat they verify my crypto address and tell me they are expediting this for me yet here I am a month later with out my approved payout. Once the "algorithm" takes your VIP status away everything but your deposit is prolonged. When I made the deposit I was VIP4 meaning I would have my payout in 3 days once I requested a withdraw my VIP status vanished and now I have to wait 20 business days. Considering I have surpassed the 20 business days It gets very frustrating that I still do not have my approved payment.
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1 month ago
Dear mwebb1980,
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.
- Could you please confirm that you have passed the KYC verification?
- Could you please share your communication with the casino? 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
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1 month ago
Hello mwebb1980,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 month ago
as of two hours ago and a few more sent chats with them I have been paid out.
Thank you
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1 month ago
Dear mwebb1980,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint 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,
Tomas
Casino.Guru
