The player from Texas had requested a withdrawal after winning $100 on a no deposit loyalty reward earlier that year. Despite meeting all requirements and approval of the withdrawal, there had been a 46 business day delay and lack of payout, even after repeated communication with customer support. The player's account had already been verified and he had a history of successful deposits and withdrawals. We had invited Sunrise Slots Casino's representatives to join the discussion to clarify the delay. The issue had been successfully resolved and the player had received his payout.
Sunrise Slots Casino - Player’s withdrawal is delayed.
Amount: $100
Sunrise Slots Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
On January 1 I won$100 on a no deposit loyalty reward. All playthrough requirements were met and finally on jan18 the withdrawal was approved. Knowing the rather lengthy withdrawal process I was at first unconcerned, however it'd been 46 business days and still no payout. I've contacted support numerous times only to be given the runaround.
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2 months ago
Hello benweber1977,
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 ever deposit into the casino? Was this your first ever withdrawal request? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 months ago
I’ve deposited and withdrawn from casino and been verified for awhile now: I check with casino every couple days. Yesterday being the last
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2 months ago
Thank you benweber1977 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 months ago
Dear benweber1977,
This is Dominika and from now on, I will be taking care of your complaint. I would like to invite Sunrise Slots Casino's representatives to join this discussion in order to resolve the issue.
Dear Sunrise Slots Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can he expect the payment?
Thank you in advance for providing the information.
Kind regards,
Dominika
Casino.Guru
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2 months ago
Dear benweber1977,
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,
Dominika
Casino.Guru
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