Sunrise Slots Casino - Player's withdrawal is delayed over 3 months across multiple casinos.

I have been playing longer time on Sunrise casino (and Lucky Legends, Silver Oak and Raging Bull), currently I have $23,100 USD pending with them in all 4 casino's in withdrawals, Sunrise has been the longest so far (95 days after request), so i bring that one up here, 5 batches of $2,500 (they paid one in April 2024 the first $2,500 as it was $12,500.00 in April). I have been contacting their VIP host Javier Torres every week, he always talks to his boss and upper management and they always find reasons not to pay 'yet', (provider changes, Bitcoin account is not active, so i need to deposit first again...promises, promises.. but no pay). Very frustrating and we get to 95 days now since request. All 5 are approved already long time too! They should pay me out via BTC to my Coinbase wallet. I am a so called VIP5 customer... for whatever it means to them. I have many snagits from my conversations with my VIP host, i will include one and also the overview table of what they owe me in the various 4 casino's.

Dear TheDutchRock, 

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.

Could you please specify when exactly you requested each of the five withdrawals that you have not received yet? Please include the amount, the date you requested the withdrawal and which payment method you chose.

When was the last time you communicated with customer support regarding the delay in your payments?

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

Hello Veronika!

For Sunrise i originally withdrew $12,500 USD in 5 batches of $2,500 (as that was the max per withdraw request). The bonus amount was already deducted, so 100% winnings.

Date Requested Amount Method Date Approved Date Paid

April 12, 2024 $2,500 Bitcoin April 22, 2024 May 5, 2024

April 12, 2024 $2,500 Bitcoin May 23, 2024

April 20, 2024 $2,500 Bitcoin May 6, 2024

April 21, 2024 $2,500 Bitcoin June 3, 2024

April 21, 2024 $2,500 Bitcoin June 17, 2024

My last communication was yesterday with VIP host, he promised again updates as its with his manager.

Also, last week i deposited $50 using Bitcoin to address their comment that I didn't had an active BTC account?!

So, that should not be an issue either, they paid before using BTC to my wallet and all information is still the same.

Let me know if you need more info, best regards.

Thank you very much, TheDutchRock, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear TheDutchRock, 

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 had a look and I'll see what can be done to move things along here, I do see that bank wire transfer is the method of payout which would normally be approved in this situation. Submitting bank wire details to your VIP host would definitely expedite payment TheDutchRock. Myself and your VIP host are attempting to get you paid out via Bitcoin as an exception but being as you have not deposited using Bitcoin for over a year (until recently by request) and the winning sum was stemming from a credit card deposit technically the funds do not qualify for Bitcoin withdrawal. We will however do what we can.

Best wishes,

Nick and Sunrise

Hello Nick,

javier has the bank details if you decide to wire.

but, you approved 5 BTC withdrawals 90 days ago of each $2,500 USD. You actually paid me the 1st one via BTC in April and then nothing any longer, which I don’t understand. If you say I don’t qualify for BTC and it needs to be wired why don’t you email me with that and with having my bank details start wiring the amounts.

please provide an update on when this will be settled,

Thanks A

Dear TheDutchRock, 

thank you for your message.

Dear Sunrise Slots Casino,

were you able to locate the bank wire details? Will you be able to confirm the TheDutchRock's claims regarding his April's bitcoin withdrawal, please?

Greetings all,

I was able to get the next payment in line disbursed via Bitcoin yesterday (the 29th) that should have arrived by now. As I mentioned previously the withdrawal technically does not qualify for Bitcoin withdrawal so we will just need to take it one withdrawal request at a time here, if the next gets held up due to withdrawal method than we will perhaps switch to wire.

Best wishes,

Nick and Sunrise

Hi Nick,

I saw that, thank you, now 3 x $2,500 ($7,500 USD) is left to pay out to me.

I hope, I see next pay out soon, as IMHO it shouldn't take long to pay those, as they are already approved since May/June timeframe.

Please ensure that all bank info i submitted to the host is also ok, so if you switch to bank wire method, please inform me. For me it is the same as long as you guys pay the approved winnings.

Br/A

Thank you for the fast response, Sunrise Slots Casino. 

TheDutchRock,

it seems the things have started to move forward in the right direction.

Please keep us updated whether you keep receiving the rest of your funds.

Thanks, but i would expect the rest to be paid quickly (meaning at least within next 30 days)

But i will send a weekly update for sure.

Br/A

Dear TheDutchRock,

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.

Hi,

It's now again almost 10 days ago and still waiting for remaining $7,500 to be paid.

Can Sunrise give at least an estimate on when they are expecting this to pay?

Thanks,

A

Dear TheDutchRock,

thank you for the update.

Dear Sunrise Slots Casino,

Could you please update us on the withdrawal status? It's taking longer than expected. It has been some time since the process was initiated, and we would appreciate any information you could provide regarding the delay.

Greetings TheDutchRock,

Can you please confirm your Bank of America account ending in 1489 is still valid? Also kindly come to VIP or service and confirm your Bitcoin address, I'm going to see if I can't get both in action for you.

Best wishes,

Nick and Sunrise

yes, it is still valid that Bank info.

I just contacted Samantha Murphy VIP host and I gave her my bitcoin address.

I hope this helps moving to pay me the remaining $7,500 USD.

Thanks,

A

Dear TheDutchRock,

thank you for the update.

Dear Sunrise Slots Casino,

have you received everything you needed, please?

Greetings all,

I have informed the payouts department that bank wire details are still valid and that wire is a viable payout method as well as requesting that both methods of payout (wire and BTC) be used simultaneously if possible. Hopefully we have some movement shortly.

Best,

Nick and Sunrise

Hi Nick,

Thanks i will keep an eye out for next payments, i will inform here within 7 days or as soon as i receive something.

Br/A

Hello TheDutchRock,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

I received last week another $2,500, this time using the bank wire (so that works!)

Now still waiting for the remaining $5,000 that they still need to pay me out.

Br/A

Dear TheDutchRock,

thank you for the messages, it seems things are moving forward. Please keep us updated about any new progress.

Dear TheDutchRock,

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.

Hello,

Still 2 payments of $2,500 each I am waiting for.

Can Sunrise please let me know when they are thinking to pay those to me?

Br/A

Dear TheDutchRock,

thanks for the update.

Dear Sunrise Slots Casino,

could you please provide further details on when this player will receive his winnings?

Greetings all,

Both payments have been released to our 3rd party (on the 27th of August and the 4th of September respectively). Generally we are looking at 10 business days on delivery with a bank wire transfer once we have submitted payment, today would be business day 9 for the first of these. With any luck they both should be arriving within the coming business days.

Best wishes,

Nick and Sunrise

Dear Sunrise Slots Casino,

thanks for the update.

Dear TheDutchRock,

I understand it must be really inconvenient to wait for so long, but I recommend being patient for few more days. Please keep us informed about any new developments.

Thanks Nick for pushing for this.

I will keep an eye on it and hopefully it will be in my bank coming week or latest next week.

I will keep you posted here.

Br/A

Dear TheDutchRock,

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.

Hello,

End of last week, 1 bank-wire arrived, still waiting for the last one to come in as well, hopefully soon!

Will keep updating.

Br/A

Dear TheDutchRock,

thank you for the message. It seems we are on the right track. I will keep this complaint open until you confirm the arrival of your funds.

Dear TheDutchRock,

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.

Hello, i received my last payment (there is a new one open per 19th of September using Coindraw, so i suppose that one will come quickly now).

Thanks Guru! for your support/mediation with Sunrise.

You can close this case.

Br/A

Dear TheDutchRock,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru