The player from Germany successfully turned a $40 deposit into approximately $85,000, but faces ongoing issues with verification and payout requests for $2,500 each, submitted on August 13, 2024. Despite assurances of a 10-15 day approval period, the player has not seen any funds or meaningful updates regarding the withdrawal since then.
Sunrise Slots Casino - Player's withdrawal is delayed and account verification is problematic.
Amount: $50,000
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.
5.0
Sunrise Slots Casino has a Safety Index of 5, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for casino to reply
0d 19h 18m 49s
Case summary
6 days ago
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3 months ago
Translation
Initially, I had a good feeling about the inclave casinos. Support inquiries were always answered quickly and competently, and unlike many other "tested" services, in a friendly and customer-oriented manner.
Suddenly, I found myself in a position to test this thoroughly. With my deposit of 40 Euros plus spins and balance as a bonus, I managed to turn it into approximately 17,000 USD, which I intended to withdraw.
Unfortunately, that was when the battle for verification and the endless wait for the payout began, with numerous demands, some of which I didn't understand properly at first, as I later discovered. I filled out seven applications which I submitted. These were rejected after about six days. Out of frustration, knowing that a payout was unlikely to happen, I played down my balance until I once again received free spins with a 100 USD stake, which brought my balance up to around 85,000 USD.
My joy was subdued due to the previously mentioned payout refusal. After several weeks, I managed to figure out the missing piece for the verification and soon after, I was able to submit the payout requests.
The first two 2,500 USD withdrawal requests were made on August 13, 2024. I was informed that it would take 10-15 days for approval and another 7-10 days for the funds to appear in the account, depending on the country and provider.
Today is September 18, 2024, and aside from being told that the time may be extended due to the recipient bank in certain countries, nothing has happened.
I live in Germany. An international transfer takes a maximum of 5 business days, so I now have to assume that any further inquiries will only lead to the same runaround.
It's very disappointing to see how cunning companies falsify a service that, in truth, probably doesn't even exist.
Beware!
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3 months ago
Dear H3ckm3k,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Sunrise Slots Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm the disputed amount is 50000€ instead of the 85000€ recorded on the screenshot?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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3 months ago
Translation
Hello,
I have not submitted any withdrawal requests so far.
With the $85,000, they obviously wanted to aim for the sixth position in the amount. This resulted in a total of 18 withdrawal requests of $2,500 each. So the total requested withdrawal is $45,000. Please excuse the inaccurate information.
I now send the correspondence in a
separate email with sender [removed by Casino.Guru admin]
kind regards
Alex****
Edited by a Casino Guru admin
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2 months ago
Thank you very much, H3ckm3k, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.
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2 months ago
Hello H3ckm3k,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Sunrise Slots Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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2 months ago
Translation
Hello everyone,
still no success today. It's frustrating...
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2 months ago
Greetings all,
The payment method in this case is bank wire transfer, I can see there are currently three approved withdrawals of $2500, one of those payments already released to our 3rd party payment providers on the 27th of September. As a general rule we are looking at 3-10 business days on delivery once payment has been sent to the 3rd party so it seems there is only a bit of patience at this point and the first payment should arrive in reasonable time, subsequent payments to follow (2 more are currently ready for release). Let us know when that wire comes through H3ckm3k. Once that has come I will re-review the account to assure the next payment in line is coming along as it should.
Best wishes,
Nick and Sunrise Slots
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2 months ago
Translation
It no longer takes 7-10 working days from the time of approval, but now easily 30 working days in addition to the 15 days for approval. Do you really call that reasonable? You write that one of the payments was approved on September 27th. You wrote the same thing in your email on August 26th. The first payment was approved on August 22nd, it continued.
I no longer have any trust in such unreliable information.
Greetings Alex
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2 months ago
Dear H3ckm3ck,
Please, keep us updated about your payments, and when you'll receive them. I am sure that with a bit of time, all of your payments will arrive and we can close this case as resolved. Your cooperation and mainly, your patience in all of this is greatly appreciated. I will be looking forward to your reply.
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2 months ago
Dear Nick and Sunrise Slots,
Can you inform us what's the situation regarding the payments, since the period of 10 business days has already passed?
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2 months ago
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To save precious time in this matter.
Sunrise support only tells the customer enough to calm down until the next time. Nick, who gives the answers here to mediate, writes things that were written to me months ago and no other bank in the world takes as long after the payment order as it is presented here as the normal process. Since his answer alone, it has already been more days than they actually say. The payout was announced on August 23. Nothing is happening here and nothing will happen!
If the company could only pay out 2500 per month due to certain conditions and I received the payments for 1.5 years, which is already an outrageous long time, then at least the money would arrive at some point, but that is just as unlikely to happen. You are scammers and Nick (if that is his name) is also a scammer because he supports these companies and calls them honest work.
I'm sorry for this direct accusation but it's a fact!
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2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 month ago
Greetings all,
Just to clarify, this is not a simple bank tranaction. Funds are paid by the casino to 3rd party payment providers who deliver the funds to the player, at this point we have two payments that have gone out but have yet to be delivered by the 3rd party (still marked incomplete in the system). The requisite department has reached out to the 3rd party as to what the holdup might be but at the moment we are waiting for response from the 3rd party payment provider.
Thank you for your patience,
Nick and Sunrise
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1 month ago
Dear Nick and Sunrise,
Please keep us informed.
Dear H3ckm3k,
If the payment is in the hands of a 3rd party payment provider, there is really no way for the casino to speed up the process. I can only advise you to be patient, as the case is clearly moving in the positive direction, and I believe you will get your payments soon. Your patience is greatly appreciated.
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1 month ago
Anbei ein Update und für mich nur eine dreiste Abfertigung
die Seite Zeigt an das noch 13 aktive Anfragen auf der Seite sind also haben bereits 5 Anfragen das Casino als als approved verlassen. Sie sagen es wären 2 Anfragen, also unterschlagen sie 2 weitere Anfragen. Es müssten mittlerweile 11000 Euro oder 12500 Dollar auf meinem Konto sein…. Der Umrechnungskurs ist ebenfalls mehr als dubios…. Echt schockierend wie mit dem Vertrauen der Kunden umgegangen wird.
hier noch meine Antwort an das Casino, sowie die vorhergegangene Email vom Casino.
Casino:
Hi
I hope you are well.
The purpose of this email is to inform you that your Bank Wire withdrawal has been confirmed
Paid EUR 2,199.37 + EUR 17.88 Service Fee WIRE
Currency Conversion used:
2,460.00 US Dollars = 2,199.3783 Euros
1 USD = 0.894056 EUR
1 EUR = 1.11850 USD
The funds are expected to clear in your bank account by the latest on the 10th business day after the confirmation date.
***If by business day 11 the funds have not cleared, feel free to send me a copy of your bank statement so that we can initiate an investigation. ***
Please keep in mind that since this is an international transfer you might be subject to additional service fees
Should you have any questions or concerns please feel free to contact me back.
Emily Smith
Finance Team
my Answer:
Hello,
the money was already on my Account in the evening of 24.10.2014 and you Write me one day later at 21:00 in the evening, but there were already Minimum 4 Payments confirmed Starting at 22.08.2014, Updated to 3 at 27.09.2014 now at 24.10.2014 there was Minimum 4 requests approved. There should Not be one payput there should be 3 or Even 4 , so 10000 Dollar or 8800 Euro and Not just 2200 because you Had only 6 days left until your reference gets even more worse than it was until Now.…..its just a small Reaction But still Not Like you Are telling in all Single email…..
so in my opinion its still a shame!!
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1 month ago
Translation
I have one more request: if you as a casino put your trust in such a dubious third-party provider, I would like to know the name of this service provider and have a contact for direct enquiries.
I deserve this anger!
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1 month ago
Dear H3ckm3k,
Do I understand correctly that all of the payments have successfully arrived in your account?
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1 month ago
Dear H3ckm3k,
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.
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1 month ago
Translation
Hello, no, not all payments have been received. So far I have received 2 payments totaling 18x 2500 dollars. Once I have around 2200 and once 2300 euros. At least something despite the very high fees and alleged exchange rate. The time between the payments was around 1 week, which suggests a weekly rhythm. I am curious to see if this week will continue with payments 3-18. After waiting over 2.5 months, that would be a nice outcome to the matter.
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1 month ago
Dear H3ckm3k,
I understand, and I have my fingers crossed that everything will go smoothly from now on. Please, keep me informed.
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1 month ago
Translation
Money should have been received today at the latest so that the weekly rhythm is maintained, but so far there has been no payment! I therefore do not believe that the site will make payments to me on a regular basis for the next 16 weeks
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1 month ago
Dear H3ckm3k,
Unfortunately, the fact that the payments are going through a 3rd party payment provider means there might be additional holdups, and there is no way for the casino to speed up this process.
Dear Nick and Sunrise Slots,
Did you receive any response from the 3rd party payment provider regarding this situation?
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1 month ago
Translation
Good day,
something like that is demotivating. According to the terms and conditions, the weekly payout is $2500. Even with continuous payouts, I wait at least 18 weeks for my money. Now 3 months have already passed and I have received 2 payouts in these 13-15 weeks. Currently, almost 3 weeks have passed since the 2nd payment. How can you keep calm? You have received a win and not only are you not allowed to accept the win, but according to the applicable terms and conditions you have to wait around 20 days for the payout - that's OK, many casinos do that. But here the days are outrageously exceeded. You don't even have the slightest bit of control and can only hope that you will receive something at some point. Should I now follow the payouts for 2 years for a win? That would be justifiable if there was just the time until approval and payout and then the amounts would be in my account within a further 18 weeks. In total, that is still a period of around 21-23 weeks...
Michal as a representative for Casino Guru, a casino community that is all about quick money, bonuses and fun on slots and Nick as a representative for a virtual fun palace that wants to radiate exactly the same kind of fun as quick money gambling in Las Vegas...that has nothing to do with gambling or gambling. Here, large sums of player money and winnings are held back in order to generate interest, for example, so that payouts can perhaps be made. At the moment, the money is probably being used to increase the crypto hype. Unfortunately, to the detriment of the paying players who do not receive their winnings.
For me, the result so far remains more than disappointing…
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1 month ago
Greetings all,
Wire payments are, and have always been tricky. We send the money to our 3rd party payment providers to deliver to the player but are beholden to their terms and conditions and velocity limits on transfer. As a general rule with wire payments, once payment has been made by the casino to the 3rd party we are looking at 3-10 business days on delivery but this is entirely on the 3rd party. We currently have 2 paymets in transit ($2500 + $2500) sent on the 5th and 12th of November respectively, they should be delivered soon however we unfortunately have no way of expediting the process. All we can do is pay them and wait on delivery.
Best wishes,
Nick and Sunrise
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4 weeks ago
Translation
Good evening everyone,
Last Friday I received payment 3 and 4. Over 3 months + 11 days have now passed since the first payment notification. According to the casino's terms and conditions and statements from Sunrise Slot employees, at least 8 payouts should have been received. This corresponds to the display on the Sunrise website, with some delays, which are still normal for me. There are currently 11 payouts in the approval phase out of a total of 18 payouts. So 7 instead of 8, but I have currently received 4 payments. So I am wondering how the company envisages this. Should I now wait 1 year or more for the payout until the amount has been paid out in full instead of 18 weeks for 18 payouts from the approval of the first payout on August 13th? Even with all the waiting time, a lot more should have been paid out.
I'm wondering why you have terms and conditions as a casino when you don't have to stick to them, but a user who doesn't comply with something gets punished straight away. Don't you have any rules? I think the behavior here is really weak and I don't feel like I've won anything. Any dubious behavior is blamed on the third-party provider, but they don't want to name the provider. Because then I could definitely write to the provider directly and would probably hear a completely different story than what Sunrise is telling people here. As I said, there is currently a complete lack of trust here.
especially since Nick talks about 2 amounts in the payout but at that time only 2 were paid so with the numbers on Sunrise Casino there is a difference of 3 payouts after another 2 were paid on Friday. If Nick had at least told the facts here it would be easier to trust
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3 weeks ago
Dear Nick and Sunrise,
I have to express my dissatisfaction with the situation regarding the player's payments. I have to remind you that your T&Cs are stating a timeframe that is much shorter than what is actually happening in this case. If the situation with the frequency of the payments doesn't improve, we will update the limits in our review of Sunrise Slots, so they correspond with reality. This change will definitely have a negative impact on the casino's safety index.
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2 weeks ago
Greetings all,
I have spoken directly with the head of payouts and she has assured me that we should be on track now, I see approvals and recent completed payments and it would appear all is healthy in terms of things progressing properly. There are payments marked complete on the 21st and 29th of December, you have received those H3ckm3k?
Best wishes,
Nick and Sunrise
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2 weeks ago
Translation
Good evening everyone, last week I had a deposit in my account and since then nothing has happened. The payout page on Sunrise Slots says that I still have 10 payouts pending, there were 18 payouts at the beginning. I have currently received 5 payments:
October 24, 2024
October 30, 2024
20.11.2024 -> 2 payouts at once
November 28, 2024
Unfortunately, there is still no weekly payout on either the Sunrise slots website or the service provider
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1 week ago
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Good evening everyone,
currently the same status as 4 days ago in my last message
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6 days ago
Dear Nick and Sunrise Slots,
Due to the circumstances regarding the payer's payments, I am forced to make some adjustments since it looks like the situation is not moving anywhere. If there will be no positive development regarding the player's payments by the end of the year, which is 15 days, I will be forced to change the information about withdrawal in our review of Sunrise Slots Casino, as I have mentioned in my previous reply.
Sunrise Slots Casino has 0d 19h 18m 49s to reply
