The player from the United States experienced a withdrawal delay. The withdrawal was requested on March 29th, 2024, and was approved on April 12th, 2024, but the player hadn't received her funds until May 21st. The casino escalated the payment every time the player inquired. The Complaints Team contacted the casino, which confirmed the payment was made via Bitcoin on May 29th, 2024. The player confirmed receipt of the funds, and the complaint was marked as resolved.
Sunrise Slots Casino - Player's withdrawal is delayed for several weeks.
Amount: $2,500
Sunrise Slots Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.6
Sunrise Slots Casino has a Safety Index of 5.6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
Public
Public
6 months ago
Requested withdrawal March 29th, 2024. It was approved April 12th, 2024. It's now May 21st, and I've yet to see any deposit. I just keep getting the "I'm sorry for the delay, we've escalated the payment, please check back in 48 hrs for update if payment isn't received". I've been more than patient and respectable, I'm not an idiot and I feel like this is just unneeded and ridiculous. When I look this issue up online I unfortunately find many cases that claim the same thing I've been experiencing and that's very sad. I find it very hard to deposit any more money into this casino if this is how they treat withdrawals. We are LOOONG past their timeframe stated in terms and conditions and i can't get an answer as to why. Please help!
Public
Public
6 months ago
Dear mommymahon3,
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.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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,
Veronika
Sensitive attachment
Sensitive attachment
6 months ago
Hi Veronika,
Yes, I've withdrawn before, have all the verification needed done, haven't changed anything since I signed up which is when I completed the verification process.
It was won with a bonus, and the playthrough requirements were met and they had taken their amount for the bonus out on March 29th, 2024 when I requested the withdrawal.
I have a screen shot of the request and also of the approval, I'll see if I can attach it here. The request and approval are blue arrows and the purple arrow is their amount taken for the bonus I used.
Thank you for your help!
-Sonya M.
Public
Public
6 months ago
Thank you very much, mommymahon3, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.
Public
Public
6 months ago
Thank you for your help Veronika, I look forward to the progress we'll see soon!
Public
Public
6 months ago
Hello mommymahon3,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Sunrise Slots Casino representative to join this conversation and participate in resolving this complaint.
Dear Sunrise Slots Casino,
Could you comment on this?
Thank you in advance for providing the information.
Public
Public
5 months ago
Hello mommymahon3,
The casino has seven days to respond to the complaint thread. Let's wait for their response.
Your patience is much appreciated.
Public
Public
5 months ago
Greetings all,
I've reviewed the situation and will see what can be done to assist, if anything else is required I'll let everyone know here otherwise just let us know when the funds arrive mommymahon3.
Best wishes,
Nick and Sunrise
Public
Public
5 months ago
Dear Sunrise Slots Casino,
Could you provide us with the reason why the player's withdrawal has not yet been processed?
I'll be awaiting your reply.
Public
Public
5 months ago
I have received the deposit!
Thank you Stefan, for your assistance. I strongly appreciate you and the other Casino Guru family!
Thank you Nick for helping with getting the deposit thru, I also appreciate you!
Public
Public
5 months ago
Greetings all,
I am pleased to report that payment in full was issued yesterday (May 29th) via Bitcoin and has been confirmed delivered in Blockchain Explorer.
Best wishes,
Nick and Sunrise
Public
Public
5 months ago
Dear mommymahon3,
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,
Stefan
Casino.Guru
