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
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case opened
Current status
Waiting for Casino Guru to reply
2d 14h 20m 11s
Case summary
5 days ago
Public
Public
1 month 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!
Automatic translation:
Public
Public
1 month 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
Public
Public
1 month 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
Automatic translation:
Public
Public
1 month 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.
Public
Public
1 month 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
Public
Public
1 month ago
Translation
Hello everyone,
still no success today. It's frustrating...
Automatic translation:
Public
Public
1 month 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
Public
Public
1 month 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
Edited
Automatic translation:
Public
Public
1 month 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.
Public
Public
4 weeks 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?
Public
Public
4 weeks ago
Translation
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!
Automatic translation:
Public
Public
3 weeks 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.
Public
Public
2 weeks 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
Public
Public
2 weeks 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.
Public
Public
2 weeks 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!!
Public
Public
2 weeks 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!
Edited
Automatic translation:
Public
Public
2 weeks ago
Dear H3ckm3k,
Do I understand correctly that all of the payments have successfully arrived in your account?
Public
Public
1 week 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.
Public
Public
1 week 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.
Automatic translation:
Public
Public
1 week ago
Dear H3ckm3k,
I understand, and I have my fingers crossed that everything will go smoothly from now on. Please, keep me informed.
Casino Guru is examining the case
