Sunrise Slots Casino - Player's withdrawal is delayed.

I initially won 92,500 on a no rules bonus and a deposit of 63.00. I cashed out on Jan. 2nd. The first deposit was sent through wire transfer and it took over a month to get that payment. In the meantime.since that took so long they switched all my deposits o er to be paid bitcoin, as they stated it's much faster and better. We they sent a bitcoin out 3 weeks later and another inna couple weeks.

Now since those payments they have approved one on Feb., 14th, approved one on Feb18th and again another for payout on March 14th. It's been 23 days since the approved one on the 14th Feb. I have been told delays, it's been escalated, lied to as I was told I would get one bitcoin every 7 days, their rules state every 7 to 10 days. I have been on the phone with them everyday and to no avail getting them to send me another payment. As well as these 3 approved, there are still 11 payments sitting behind them. I have also managed to play back over 50,000 but that doesn't seem to matter. I infect was told you don't get paid unless you make deposits, that apparently bumps you up on the list of priority. This is fraudulent. Still waiting on my fair andnsquare winnings. All has been approved, 3 for payout, been waiting 2 months. I have all the proof in my phone just couldn't get to upload. I have the conversations with them also.

Hello kimjf62,

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

Could you please advise since when is your account fully verified? Can you please clarify how much did you receive from the casino up till now? When was the last time you spoke to the casino and what was it about?

Please note that the casino has a weekly and a monthly withdrawal limit so if you exceeded this amount, no matter when did you request for the withdrawal, you will have to wait.

Looking forward to your answer.

Regards,

Nick

All my information has been verified since last year through inclave with captain jack casino and other sister casinos.

The withdrawal was initiated on Jan 2nd after all

I have received 2,500 less fees of 40.00 wire transfer, Which was sent January 18th and I received it Feb 23rd. The second payment was sent through bitcoin and I received it on Feb. 6th., 2,500 less 180. The third was approved on Feb 1st and received bitcoin on Feb. 24th., less fees of same.

I have spoke to the casino everyday about getting another payment sent bitcoin as it's now mid-March. Keep getting told they will send it, but never do. They have approved another 3 payments on Feb 14th, Feb. 28th and again on March 14th. Haven't gotten any of those, and 11 more following these.

On Friday March 17th, they did sent out a payment to me from Feb 14th after this was filed. However they still have one approved from Feb., 28th not paid which is still behind and alot more payments to follow.

Thank you kimjf62 for the information provided. I will now forward your complaint to my colleague Veronika (Veronika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear kimjf62,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payouts. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask Sunrise Slots Casino to join the conversation and aid in the resolution of this complaint.

As of yesterday they did send another payment out from Feb. 28. Let's see if they continue to keep them coming within a reasonable amount of time.

Greetings all,

I'm seeing consistent approvals and payouts currently (most recent payment on the 23rd of March, approval yesterday the 27th). If payments fall of track kimjf62 let me know but for the moment it looks like things are going as they should.

Best wishes,

Nick and Sunrise Slots

Thank you, I have had to constantly keep after them. If they fall behind again I will let you know.

Dear kimjf62,

how many of your withdrawal requests are yet to be paid?

I still have 11 withdrawal requests to be paid. Last one I received was the 23rd of March. I am due another approved on 14th of March and another was approved on 27the of March. I should be seeing one of those this week and another next week, to stay on track. It wasn't intill I badgers them everyday that they started sending them at all.

There are now 10 withdrawals left to be paid as I received another from March 14th today April 4th.

Hello kimjf62,

thank you for the information. Please keep me updated and let me know when you receive other withdrawals.

Dear kimjf62,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have not got a payment this week last I got was on the 4th of April. They have also changed my status across the casinos as a restricted player class. I now have a hard time talking to online chat and cannot use the normal people coupons as well. If I play they want me to use 40x playthrough coupons with only a 10x max cashout, or none at all.

I ha e not received a payment since the 4th, suppose to be one a week. Also they have restricted me as a player and cannot talk to anyone on chat or phone as well. Julie Diaz said she would keep in touch through email and has not been answering them since this happened last week. I made a cash deposit with bitcoin yesterday at Captain Jack, their sister casino and won, but they will not come on live chat or answer there either. I wanted to find out if they have coindraw and inquire about another payment from sunrise.

Thank you for the information.

Dear Nick, can you please look into the matter? What is the status of kimjf62's remaining withdrawal requests and why has she been restricted?

Greetings all,

There was a payment released to our 3rd party on the player's behalf ($2460) on the 4th of April and an additional payment made yesterday the 20th of April ($2460). Things seem to be moving along. I am not certain as to what communication issues might be in place. There is nothing to indicate any restriction that I can see.

Best wishes,

Nick and Sunrise Slots

They will not let me use normal coupons across all casinos, will not answer chats and only restricted to coupons with high playthrough and low max cashouts. They advised me I was a wise player, which I am no different than any other player. Yes they did send out another payment on April 20th., after I contacted you again.

so sorry to hear that. I noticed you were asking me for me on calls but I am unable to call at the moment. I will follow up this week with your withdrawals.

 I am sorry but your player class is no longer under VIP status, you are in a player class with certain restrictions based in a system algorithm detecting players activity. I will still be there to help you out :🙂

This is what I received in asking about restrictions.

Have you received any information about when the restrictions could be lifted? Or if they could be lifted at all?

Also, what is the status of your withdrawals? Have you received any further winnings yet? Please keep me updated, thank you very much.

No when asking about the restrictions very vague. They told me to keep depositing and playing. I had to call on phone as no one picks up on chats I just stay on hold forever. When I do call I get a customer service person not vip as I always have. They usually don't know much.

I am still waiting on the next payment its been around 15 days since last was received.

I did get another payment today 4/27. But still have been unable to get on chat or talk to anybody in person.

Nick, I know that you could not see any indication that the player was restricted last time we communicated, but could you please look into the matter once again, please? Why is the casino not communicating with the player anymore?

I have yet to get another payment approved for payout, last was the 17th and another should be up.

Greetings all,

There isn't anything to indicate any restrictions as I said previously, perhaps clearing cookies and cache and a device restart might help. Luckily I don't work through normal service channels myself and am happy to assist. I have requested the next payment in line be moved along so hopefully we see some progress shortly.

Best wishes,

Nick and Sunrise Slots

Dear kimjf62, please try clearing cookies and cache and see if it helps in any way fix your restrictions. Also, please kindly let me know if you are still receiving the payments in a timely manner.

I cleared cashed and cookies, now I can't even get on chat immediately blocks me. Also I have not got another payment since the 27th. They approvedcanother and I have asked them to send it out for several days now, but they have not.

Greetings all,

Just confirming that an additional payment went out yesterday, May 11th via Bitcoin.

Best wishes,

Nick and Sunrise Slots

Thank you for the information. Dear kimjf62, have you received another payment yet?

I did recieve another on 11th or 12th. Waiting for them to approve another for patment.

Has another payment been approved? Please keep us informed of the progress.

No, and I have been asking since last week should have been approved already and paid out this week!

Nick, can you please urge the casino to send another payment to the player?

Greetings all,

I can see that the final withdrawal has been approved on the 26th of May and is currently awaiting disbursal via Bitcoin. It should go out on it's own shortly however I will see what can be done to assist.

Best wishes,

Nick and Sunrise Slots

Thank you for all the help! Yes they finally approved the last. It would have been lots more but I have played back alot also. You have definitely helped keep them above board with transactions and keeping them honest.

Thank you both for the update. Dear kimjf62, please let me know when you receive your last payment so that the complaint can be closed as resolved.

I received it yesterday May 29, after I responded. Thanks again foe the help I received from all of you!

Dear kimjf62,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru