Sunrise Slots Casino - Player's withdrawal is delayed.

I made my playthrough and won far more than the max cashout allowed. My withdrawal was approved Aplril 2nd, and they say they'll have it completed within 10 business days. We are now far beyond that and ivenot been paid. Customer service is of no help.

Dear blazemoody,

Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.

To better assist you, could you please provide the following information:

• Was your account successfully verified already?
• Was this your first withdrawal attempt at this casino?
• Did you accumulate your winnings with or without an active bonus?
• Which payment method did you choose to withdraw your winnings?

If there's any relevant communication, please forward it to petronela.k@casino.guru. 

It's common for withdrawals to take some time to process, often ranging from a few days to a couple of weeks. Therefore, we recommend waiting at least 14 days after requesting a withdrawal before submitting a complaint. Assuming you've successfully completed the KYC verification and had your withdrawal approved, it's likely just a matter of time before you receive your funds.

We appreciate your cooperation and look forward to resolving this issue for you. Thank you in advance for your reply.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I believe my KYC was already verified. If not, it was quick and not an issue. There was a period from when I made the withdrawal request until it was approved, and I may have done it during that period, I can't quite remember.

This was my first withdrawal request from this casino, but ivemade several deposits.

The winnings were made with an active bonus. Completed the playthrough and accumulated 488.17 past the playthrough, but the max allowable withdrawal was $100.00.

The withdrawal method used was BTC. I don't believe this casino requires a KYC if withdrawing in BTC, but either way, my status is verified (see attachment).

From the other comments I've read, this casino tends to have issues with paying out customers, which is a terrible business model. Hopefully I get some resolution in this matter.

Thanks for your time.

Hi blazemoody,

• Just to clarify one last detail, have you previously redeemed any free bonuses from this casino?

Thank you.

Yes, I have redeemed them. I was recently denied a withdrawal due to the winnings be earned with a back-to-back free bonus, which I didn't contest. However, the withdrawal in question was completely within the terms and policies. It's already been approved by management, they're just super delayed with getting it sent.

Thank you very much, blazemoody, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello blazemoody,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Sunrise Slots Casino’s representatives to join this discussion in order to resolve this issue.

Dear Sunrise Slots Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

Greetings all,

I've reviewed the situation and I should be able to assist here, let us know when those funds arrive blazemoody.

Best wishes,

Nick and Sunrise

Thanks for all the help you've given me so far, Petronela, you've been great!

Hello, Jakub and Nick. Hope everyone's having a good day thus far. I'll start with a quick update.

I contacted live customer support on the website again yesterday, as I do nearly every other day or so, and was again told that it's been escalated, but that it's basically out of the casino's hands at this point, as they use a third party institution for payouts. So, not really much of an update as that's what I've been being told for the past few weeks.

Nick, I do appreciate you addressing this issue so promptly. However, I do now have a new concern... due to the lengthy delay, and with BTC just now going through their halving process, fees have risen exponentially. Will I be receiving the full $100, or will the casino be taking the extrapolated fees from my winnings? If it is the case that I'm to be responsible for the fees, can we instead process the payment in LTC, to avoid BTC's current volatile state?

I'm happy to confirm that the full amount, $100.03 just made it to my BTC wallet! Thanks very much for resolving this matter. I will adjust my reviews accordingly.

Dear blazemoody,

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 patience, 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!

Also, special thanks to Nick and Sunrise Slots Casino for promptly addressing and swiftly resolving this matter. We highly appreciate your dedication to customer satisfaction!

Best Regards,

Jakub