Sunrise Slots Casino - Player’s withdrawal is delayed and account disputed.

My winnings were approved for withdrawl on 8/19/24. I won over $200 but had a feeling they wouldn't pay so I took a 100 out of total to play. After waiting thru their long process of weeks to be approved then to their next dept for another approval for more weeks they respond to my emails with numerous excuses. Their 3rd party who does the payments is having issues with crypto n cannot send out bitcoin, but can receive money no problem. Then about 2 months later they want an utility bill in my name of which I don't have nor will I while I live at this address. I have my ID,, car insurance letters n registration to my car all have the same address which hasn't changed in many years but that's not good enough. Then they want to know about a friend that lived w me months ago n for what I don't know. It's constant excuses to not pay. Thank God it wasn't alot of money lost but upsetting they take peoples money n refuse to pay winners and they should be shut down. PLAYER BEWARE OF THESE SCAMMERS N THIEVES. THEY WILL NEVER PSY YOU SO AVOID AT ALL COSTS. This is probably why the Samsung browser called the site a scammer site when I put the name in and they were right.

Dear Allenraitt,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Do I understand correctly you are currently stuck proving your residential address to the casino before you can withdraw winnings?
• Are you able to supply any other proof of residence, such as a confirmation from your municipality, lease agreement, or similar document?

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

Best regards,

Tomas

Dear Allenraitt,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.