Sunrise Slots Casino - Player's withdrawal is delayed.

Dear rzimon2,

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. Have you made any successful withdrawals from the casino in the past? Could you please confirm that you have passed the KYC verification?

Except for the 2500 pending withdrawal request, is there any withdrawable balance on your account?

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

Hello Tomas,w

Just found your response in my email and why Im getting back to you. Wasnt expecting a response that quick. Excellent job and thank you.

Ok, hard to believe but this was my FIRST ever request. I have not made any other requests nor are there any pending requests for my account at Sunrise. I have not made any other requests from this casino other than asking where the money is.

Not sure what KYC is but in MY PROFILE / MY DOCUMENTS it states: STATUS APPROVED. That was also verified when I contacted their ONLINE support and FINALLY got someone to actually speak with. I must have tried getting them on online chat a dozen times WITH NOBODY EVER showing up to ask how they could help me. Truly pathetic service not to mention they send out email promotions for BITCOIN deposits stating FAST WITHDRAWALS IF YOU DEPOSIT via BITCOIN. WOW!!!!

Funny thing happened last week. I was playing at TREASURE MILE casino as I have for years now. I have NEVER requested a withdrawal until last week. $1000 BTC request. I had to provide a SELFIE with ID and afterwards I spoke to a live support person to ensure they got my uploaded information. I told them about Sunrise and they were mortified. It should NEVER take this long for any 3rd party processor to send an electronic transfer. Thank you so very much for your help. I'll believe it when I see it but thank you for your efforts.

Thank you very much, rzimon2, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Thank you Sir.

Hi rzimon2,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Sunrise Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request? When should the player await for his request to be processed?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Greetings all,

Apologies, I am abroad on holiday at the moment but will be logging in remotely for office hours quite soon. Thanks for your patience.

Best wishes,

Nick and Sunrise Slots

Nick,

Thank you kindly for the feedback. Looking forward to your response.

Dear Sunrise Slots Casino, I'll set the timer for you for another week, I hope you'll be able to look into the issue soon. In case you won't make it in the set timeframe, the time will be prolonged. Thank you.

Greetings all,

I've had the opportunity to review the situation, if you could kindly confirm your Bitcoin address rzimon2 I'll see what can be done to assist. If you post it here then I'm certain Natalia will be kind enough to lock the post to keep it from prying eyes.

Best wishes,

Nick and Sunrise Slots

Just wondering if we are making any progress here. The bitcoin address I provided 3 days ago was the same as provided 3 months ago. Please advise. Thank you

Dear Nick, please let us know when you'll be able to look into the issue, thank you.

Greetings all,

I have been assured by the payments department that the provided information is sufficient to make things happen and that payment should be processed in the coming business days. Thanks so much to everyone for your patience in the matter.

Best wishes,

Nick and Sunrise Slots

Thank you for checking this, Nick.

Dear rzimon2, I'll set the timer for 14 days, I hope that you'll receive your funds within the set timeframe. Please, let us know as soon as you have any updates. Thank you.

Dear rzimon2,

Have you received your withdrawal from the casino yet?

YES I DID GET THE FULL AMOUNT SENT AS BTC $2500

Dear rzimon2,

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,

Natalia

Casino.Guru