Sunrise Slots Casino - Player's withdrawal is delayed.

Nov 17th I submitted my bitcoin withdraw of just $100.

It is now Jan 3rd almost 2 months since! They claim they have no say so in the time it takes to process but there shouldn't be a delay like this for $100 like come on. I did everything they told me to do and it wasn't even my first time withdrawing but it's the first time it took THIS LONG

Dear tyeriahs,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Do I understand correctly that the withdrawal is still pending inside your account without being processed?

no, the payment was already approved by the casino. It is no longer in my account as anything but an approval as of Dec 2nd.

Have you been advised why you can’t withdraw your winnings?

first it was a bitcoin issue then it was they use a 3rd party payment vendor and they have no idea how long its going to take to get the bitcoin payment. This makes no sense because their website STILL advertises "fastest payouts" without actually addressing their payment issues.

Is it an internal casino system issue, or it’s related to your account only?

based on the last email it is on them and an internal issue because anything they asked for I gave them immediately.

Were your winnings accumulated with or without an active bonus?

This was an active bonus. I met the wagering requirements made it up ton $100 and am really being treated poorly.

Hi tyeriahs,

• Could you please advise if it was a Deposit Bonus or a free one?
• If your winnings were accumulated from a free bonus, have you redeemed and free bonuses from this casino in the past?

Thank you.

Could you please advise if it was a Deposit Bonus or a free one?

free bonus through emailed offer

If your winnings were accumulated from a free bonus, have you redeemed and free bonuses from this casino in the past?

yes I have redeemed free bonuses in the past. They never said that was the issue. They stated that they don't have access or power to expedite or know when bitcoin withdrawals will hit accounts.

Hi tyeriahs,

I have checked the general bonus terms and conditions and this is what I found (here):

• No Deposit Bonuses
• Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to redeem the second No Deposit Bonus.

Kindly note that if you have previously claimed consecutive free bonuses from this casino, your recent winnings acquired from another free bonus may not be eligible. If you are certain that you made a real money deposit before redeeming the latest free bonus, please provide any supporting evidence, such as a screenshot of your bonus and cashier histories. My email address is petronela.k@casino.guru.

Thank you.

Dear tyeriahs,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.