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

Requested my withdrawal on 8/1/24. Still haven’t seen it. This casino seems to wait until they have a complaint to pay.

Hello aprilahoran,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sunrise Slots Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account has been verified since 2021.

It was real money.

I spoke to the casino Tuesday September 24. They said the money was sent on September 4.

Thank you!

Hello aprilahoran,

Please forward the conversation between you and the casino regarding this matter to nikolas.b@casino.guru for further review.

Looking forward to your answer.

Regards,

Nick

Sent. Thank you.

Thank you aprilahoran for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you aprilahoran for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sunrise Slots Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Greetings all,

I had a look and I can see that the funds were sent to our 3rd party payment provider for disbursal as a bank wire transfer on the 4th of September, as a general rule once the casino has paid out the 3rd party payment provider delivers the funds to the bank account within 10 business days. I have reached out to the payouts department to see if they can get any further information as to what the hold up might be.

Best wishes,

Nick and Sunrise

Greetings all,

The wire transfer was parked complete by the 3rd party payment provider on the 14th of October, please confirm delivery aprilahoran.

Best wishes,

Nick and Sunrise

Thank you very much for the update Nick.

Dear aprilahoran, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

It finally arrived. Thank you for your help again.

Dear aprilahoran,

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, 

Peter