Sunrise Slots Casino - Player's withdrawal is delayed due to the high volume of payouts.

I initiated withdrawal on July 17,2023. I had most everything verified my withdrawal was approved on July 28,2023 but still have not received it. They said it was due to high number of pay outs but they said I would receive in 7-10 business days.. here it is August 17th.. I did a bitcoin withdrawal and my address for deposit I sent is only good for 30 days and I would need to generate a new one.

Dear Jesslyn222,

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? Have you accumulated your winnings with or without an active bonus?

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

I always make sure I’m through the play through before requesting a withdrawal. And no it’s my first time requesting through sunrise slots.. I see mixed reviews.

Have you informed the casino your Bitcoin wallet is valid for only a certain time period? Did the casino change the parameters of your withdrawal? When was the last time you received feedback regarding your withdrawal from the casino, please?

Dear Jesslyn222,

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.

Yes they are the ones who told me and I gave them a new one bc it was about to expire!

They said they have escalated it 3-4 times and to check back and when I do they escalate it again!!! It’s a circle and a lot of the cs is so rude and nasty. I am frustrated they should understand that

Thank you very much, Jesslyn222, 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.  

Hi Jesslyn222,

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 are the reasons for the withdrawal delay? When the player can expect her request to be processed from your side?

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

do they even respond?

Greetings all,

I have reviewed the situation and I'll see what can be done to assist. If anything else is required on the player end I'll let everyone know here.

Best,

Nick and Sunrise

Greetings all,

Just confirming that payment in full was issued yesterday via Bitcoin and has been confirmed delivered in Blockchain Explorer.

Best wishes,

Nick and Sunrise

Thank you very much for your help, Nick.

Dear Jesslyn222, can you please let us know as soon as you receive your winnings?

I got it finally yesterday.. thanks for your help!!!

Dear Jesslyn222,

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