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

Sunriseslots.com complaint

Username: i1568ba7lz

this company is not paying my winnings via bitcoin. I won and requested my winnings in the amount of $1906 on 9/14/2022. It was approved on 9/16/2022. Terms of service state it takes 7 to 10 days after approval to complete payout. Today is the end of day 10. I inquired to support via chat numerous times. The last time I was told that the bitcoin processor is experiencing issues and they don't have a timeline for payout. However it has no issues with deposits! Bottom line is I have not received my payout in the time promised! This casino gets a 0 star rating until they payout. If they would payout as promised I would rate 5 stars. Please help! And fellow gamblers avoid sunriseslots.com at all costs until they honor payouts. 

Dear steveowens,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please advise if you’ve withdrawn any winnings from this casino in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello. My payout was approved on 9/16/22. The money disappeared from my qccount, however it has not been sent to my bitcoin address. My account is also not showing an update of the payout being processed. I have done all the KYC requirements and have verified that the account is fully verified.

I was told today they needed to update my bitcoin address. So I sent my bitcoin address through chat and the csr said he would elevate it. More stalling I think.

Can you tell what country sunriseslots is based out of?

Thank you very much, steveowens, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Sunrise Slots Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

PS: I'm sorry but we do not have information on where Sunrise Slots Casino is based.

Hello steveowens

I'm Michal and I have taken over your complaint. I have reviewed your case and unfortunately, I was not able to find out which country sunrise slots is based in, nor the owner. As my colleague Petronela mentioned, sadly it appears that Sunrise Slots Casino is not willing to sort any complaints with us, despite of this I will contact the casino to see if I can help. 

We would like to invite Sunrise Slots Casino to join the conversation.

Dear Sunrise Slots Casino, 

Can you please provide some information regarding the long delay of the player's withdrawal?

Hello steveowens,

just to let you know, I was able to get in touch with Sunrise Slots Casino representative and was informed that they will have a look into your case, and will provide an update soon.

Good to hear. I have numerous screenshots over the past 2 weeks showing what I presume is just stalling. Asking for my bitcoin address over and over, saying they will escalate my payment over and over, etc. Hopefully they answer! Thank you!

More stalling. I have now sent updated bitcoin address at least 5 times. Along with secondary payout info. Going on 3 weeks now since payout was approved.

Greetings all,

I've just received access to service Sunrise based player issues so things should be smoother moving forward.

The situation has been reviewed and I'll see what I can do to get things moving for you steveowens. It looks like all the necessaries are where they need to be but if anything else is required I'll let you know here.

If not, just let us know when the funds arrive. 🙂

Best wishes,

Nick and Sunrise Slots

Thanks nick, still no funds. Waiting.

Thank you Nick for the update.

Dear steveowens

Please allow a couple of days for the funds to reach your account and let us know when you successfully receive them.

Hello. I finally got my crypto withdrawal today. As promised I'd report it as resolved. The withdrawal wait still seems to be out of the ordinary, but other than that I give a great rating for everything else and will continue to play.

Great news, steveowens. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal