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

Made withdrawal request on 9/10/24, request approved on 9/24/24, and still no payment. Clearly says in their T&C that payment will be made within 7-10 business days after approval. Contacted via email frequently (every few days) and get same excuses pawning off responsibility on "limitations of 3rd party payment provider." Deposit made in Bitcoin and w/d requested via Bitcoin. I will send any copies of emails b/w me and their customer service that you might want or anything else as I have a copy of it all

Dear Bfrost33,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sunrise Slots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• 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

Thanks for taking up my cause. I have had one withdrawal from them for $100 that was approved on 8/20/24 and received on 9/19/24. I wasn’t aware that it had come from sunrise slots as I play at many sites until 10/16/24 as I had been in regular contact with them inquiring about the status of the withdrawal and kept being told I would be notified when the Bitcoin was sent. I never received any notification of payment being sent but a rep

finally told me on 10/16/24 that it was paid on 9/19/24 and I was able to confirm this in my wallet. I could never figure out why it took so long for one of the reps to finally tell me that it had been paid. My suspicion is that they

never even looked into it and just hit

me with a stock answer.

Yes, I had no difficulty passing the KYC verification process. I think I did have a bonus match with the deposit but it was a sticky bonus and I had what I requested for withdrawal above and beyond the amount of the bonus. I will email you a copy of my account info where it shows all that on the site and I will also forward you a copy of the emails back and forth between us.

Dear Bfrost33,

thanks for the detailed explanation.

I can see that while both withdrawals appear as approved, the casino's finance team informed you only one of the withdrawals was paid out.

Thank you very much, Bfrost33, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 Bfrost33,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Sunrise Slots Casino representative to join this conversation.

Dear Sunrise Slots Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

That will be fine with me. Thank you for your help with this matter. I have had no further communication with the casino since the last email that was included in what I sent. Please let me know if there is anything further that you need from me. Thanks again.

Greetings all,

I have reviewed the situation and I should be able to assist, I have contacted the payout department directly requesting attention to the withdrawal however I see the last Bitcoin address update was some time ago. They may request that confirmed before payout. I would suggest going to our service department and confirming your Bitcoin address as soon as possible Bfrost33.

Best wishes,

Nick and Sunrise

I sent an email just now with another Bitcoin address to the folks I have previously been in communication with at Sunrise casino. If there is anything further needed to complete this withdrawal please let me know. Thanks

I just received the funds. Thank you Casino Guru for your invaluable help!

Dear Bfrost33,

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, 

Mirka

Casino.Guru