Sunrise Slots Casino - Player's withdrawal is delayed and account processes are confusing.

Hi I am writing to you because I need help I won some money from sunrise casino and I did the verification deposit but it didn't go through it was added to my slot account. I went to the casino chat and chatted with about 5 different reps who had different things to tell me I was first told because it was a free bonus that my withdrawal request would be denied even after I met the play through requirements because I didn't deposit any money I wasn't entitled to the free bonus wins which is not what i read on the email that was sent. Then I was told that in order for the withdrawal to be completed I had to make another deposit now I had been trying to do this since the 5th of December it is the 13th with no positive impact I also was told that it was expedited to the finance department I asked when will that be and I didn't get a response I was told to be patient I just kept getting the runaround and being lied to I sent some of what I have I did have another downloaded chat but can't find it. I continue to correspond with the casino and I was told to make a verification deposit which was already made but was applied to my slot account instead of verification deposit. Please help me

Dear brownsolvaline61,

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.

Could you please confirm that you have passed the KYC verification?

Have you requested a withdrawal via Bitcoin as the casino advised?

According to the communication with the casino you provided, you do not need to make another deposit via Bitcoin, as you have already deposited using Litecoin; you can simply request your withdrawal via Bitcoin.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes I passed the KYC verification. I did request it bitcoin but for some reason it didn't go through or sometime I did not get that option. I have made a deposit via litecoin on sunrise casino sister site. No I did correspondence with the casino 12/14/24 and I was told I had to make another deposit and I will get 10 dollars for the 1 deposit and 10 for the 2nd deposit and I said why when I made a deposit and it was applied to my players account not the verification deposit where it should have went.