Sunrise Slots Casino - Player’s withdrawal is delayed.

Avoid this casino!!!! They are in violation of their own terms and conditions!!! And refusing to pay in a timely manner!!! I was a fan of this casino at first. Won first with a deposit bonus and they already had my "kyc" documents on file. I was paid out the same day! 2nd withdrawal was within 24 hours. But the most recent withdrawal was won off of a free daily spins promotion. Which was capped at a 100 dollar max cashout! I completed my "play-through" requirements and had over $550. Of course I was annoyed that I was on a run and had to stop. I didn’t want to keep winning money I couldn’t withdraw. On 4/26/23 I requested my withdrawal at 1am. I was unable to withdraw my funds using the same method as before. I was told that because it was a "no deposit bonus" it could not go through the "coindraw" processor and had to go through a "different" bitcoin processing system. Which also takes 7-10 days now just to approve my withdrawal and an additional 7-10 days to process my payment. Many of the sites in the "inclave" family use this same method. But I was confused on why such a big difference in withdrawal time. Surely it would not take them that long to look at my betting history. And it’s bitcoin! Surely it won’t take 7-10 days to reach me. All of the emails and promotional materials suggested that bitcoin withdrawals were faster… but I had to complain on the 10th business day that my withdrawal still hadn’t been approved. All of my promotions were frozen. No more free spins, no more weekly or monthly cashback offers, nothing! their excuse was that I had a pending withdrawal. So I could only do a dry deposit with no bonuses. On day 10 after I complained, they said that day 1 didn’t count. My request was at 1am. Even though the business day hadn’t started at 1am they don’t count the day you request it. Ok. Technically. I can see that….I guess. But I complained again the next day… at like 5pm. I wanted to use my comp points. The rep told me if I won using a deposit that they could then pay both withdrawals through "coindraw!" A loophole! I deposited 3-4 times. I lost every time! Quickly. I lost 2-300 bucks chasing my $100. I finally gave up and decided to wait. By the 7th day after my approval I was anxious and requested that they start the process. it’s Bitcoin… it’s supposed to be the fastest withdrawal speed…. But they told me I had to wait. The 9th business day I contacted them and sent screenshots of all of my emails saying that if you withdraw with bitcoin you get paid faster. They said that it’s an automated advertisement and that it refers to coindraw, and for people that deposited. But I have deposited. I have been paid in one day. This is a joke. I was pretty upset. Now…. It has been over 28 days. Over 10 business days. They have approved my withdrawal. I did everything right. But still no money. I have sent an email demanding payment. But now the payment processor is backed up!!!! They are stalling for no reason. I’ve been paid out hundreds by them before within 2 hours. I’ve won thousands on other sites since this ordeal began. And was paid out in less than a week. I’m upset and disappointed with how I have been treated. Please don’t use this site! It’s not worth the hassle. If you win with any of the VIP perks… they strip them away and don’t pay. They are in breach of their own terms and conditions!!!!

Dear eeyan44,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue with your withdrawal and understand your concern. Do I understand correctly that your withdrawal request was approved almost a month ago? Has the casino given you any explanation for why the payment is getting more and more delayed?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your response.

Best regards

Veronika

So…. As soon as I posted my comments…. They issued my payment. Lol! But it was a hassle. I submitted on 4/26/23. Took 2 full weeks for them to approve it. Was approved on 5/10/23.

mans not paid until 5/25/23 but I was told to just be patient. No reason for them to keep holding my money. They only did because legally they could. They have up to 28 days to be in compliance. I had to kick and scream and finally got my money on the 29th day!!! I’ve been paid thousands by other casinos. Even since 4/26/23. And it’s sad that they don’t care about customer service or loyalty or the lack of following the rules in place to protect customers!

Dear eeyan44,

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,

Veronika

Casino.Guru