Sunrise Slots Casino - Player's withdrawal is delayed.

So I submitted my withdrawal on February 3, 2024. It was approved on February 16, 2024. After contacting them six times and being told they escalated my case 4 times and also was told twice out of the 6 contacts that they sent it direct to finance. I have withdrawal from this casino before and the first couple times it was a few weeks no big deal. It is a bitcoin withdrawal which they promote is the fastest way. Their rules say 7-10 business days after Approval. It has been Over a month since I was approved and nearly 2 months since I requested the withdrawal. I have been extremely patient and respectful because I understand things happen but this is to much. I like playing there but refuse to play there again until they honor their commitment

Dear rrbvietnamvet,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• When did you make the last successful withdrawal and how many days did it take to be processed?
• Did you use the same withdrawal method in the past?
• Could you please post a screenshot of your withdrawal history here in this thread?

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,

Kristina

The last time I made a withdrawal was about 6 to 7 months ago. That time it took about 3 weeks. I've always used Bitcoin withdrawals because they say it's the fastest way, well at least they use to advertise it all over their site but not anymore. They do however still say Bitcoin is faster then the other methods. They have asked me about 8 times my Bitcoin address. They also suggested for me to change it to a wire transfer but I know as soon as I do the process starts all over again and that gives them another excuse to be even longer. I deposited with Bitcoin and it took about 60 seconds to be added to my account but yet if I want to withdrawal in Bitcoin it takes months. That doesn't seem right!!!

I have contacted Sunrise slots 4 more times since I posted this and still have got nothing! I get the same answers from them when I talk to their customer service. The last time I contacted them was yesterday and I was told that their Bitcoin deposits are delayed due to the fact they have a lot of withdrawals to payout so it's taking time. It literally takes 2 minutes to due a Bitcoin deposit which I have done numerous times to their casino but it has taken them almost 2 months, Just doesn't make any sense to me. Also I am beginning to think that they just stole from me and are ripping me off and that's what's going on. They took my money and don't really intend on ever paying me!!

Thank you for your reply, rrbvietnamvet. Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Yes I did all the verification and was approved!!

Thank you very much, rrbvietnamvet, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.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 rrbvietnamvet, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Sunrise Slots Casino representative to join this conversation. 

Dear Sunrise Slots Casino, could you please provide more information about this case? 

Looking forward to your reply.

Greetings all,

I've reviewed the situation and I'll see what can be done to assist. If anything else is required I'll let you know here rrbvietnamvet.

Best,

Nick and Sunrise

That's what I am told everytime I talk to Sunrise customer service! That includes 2 Supervisors! I have heard it'èets been escalated atleast 8 times as well. Today makes 2 Months now without my withdrawal since it was approved, which was February 16, 2024 and almost 3 months since I requested the withdrawal!!

Greetings all,

I am pleased to report that funds were released yesterday, April 17th via Bitcoin and have been confirmed delivered in Blockchain Explorer. Please confirm receipt rrbvietnamvet.

Best wishes,

Nick and Sunrise

Thank you for the fast response, Sunrise Slots Casino. 

rrbvietnamvet, could you please advise if you have received the payment?

Yes After almost 3 months, 7 escalations, 14 chat sessions with customer service and giving them my bitcoin address 10 times. I finally received a payment but not for the whole 800 I withdraw. It was $764.00.

Thank you, rrbvietnamvet, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. The amount you have received is a final sum minus withdrawal fees. Those are quite standard in many casinos.

As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.