Sunrise Slots Casino - Player's withdrawal is delayed.

Im still waiting on 2,000.00 in bitcoin to be delivered

Dear butmann5595,

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?
• Did you accumulate 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,

Kristina

The winnings were from a pay to play month long tournament. I got 3rd place in it so that awarded me 2,000 dollars. I deposited some litecoin to cover the entry fee. I have withdrew from them in the past but only for like 50 bucks i think. Everything is current and up to date.

I started my withdrawl on the 3rd of this month, got approved, then my withdrawl was approved on the 12th, they say 7-10 days and then it goes to their payment provider and im waiting now from that. I provided my bitcoin address lile they asked.

Thank you for your reply, butmann5595. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The parts where it says managers withdrawl is where they took my funds

Here is the response today

Thank you very much, butmann5595, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you butmann5595 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sunrise Slots Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Thank you, ive sent the conversation that i had with them yesterday to you. It just sucks that this has happened the way it has, because i really liked their games.

Greetings all,

I have reviewed the situation and will see what can be done to assist, if anything else is required I'll inform everyone here.

Best wishes,

Nick and Sunrise

I hope it gets resolved soon, my birthday is coming up real soon and that would be an awesome present lol.

Greetings butmann5595,

Request for payment has been forwarded directly to the head of the payouts department and will presumably be forthcoming shortly. Please let us know when it arrives.

Best wishes,

Nick and Sunrise

Thank you very much for the update Nick.

Dear butmann5595, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Yay, i wanna thank everyone who helped make this happen. Sunrise you guys are ok in my book. Ill continue to play your slots. And thank you casino guru

There is a picture of my coinbase balance as of 12:55 p.m.

Dear butmann5595,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter