Sunrise Slots Casino - Player's withdrawal is delayed due to communication issues.

Idk why it says Japan.

I encountered issues with the communication regarding my withdrawal. Despite submitting all required documents in July 2023, each time I inquire about my payout, they claim to research it, then ask if I've sent my documents. There's a lack of clarity on the status or any discrepancies. It seems they may not have a record of our previous conversations, and my emails might not be reaching them directly.

Dear inchikchan,

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 are able to complete the verification procedures. None of the serious casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Have you been informed what specifically seems to be a problem in verifying your account?

Were your winnings accumulated with or without an active bonus?

Could you please specify which documents you provided for verification purposes?

If there's any relevant communication, please forward it to veronika.l@casino.guru.

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,

Veronika

My initial withdrawal request was submitted on November 13, 2023. However, I have consistently encountered an issue where my funds are credited back without receiving any email notification regarding the problem with my account.

I reported this situation through the comment section on SlotMadness with "Nick." The challenges I faced on SlotMadness were remarkably similar to those experienced on other casinos, as it appears that the customer support representatives across various platforms are consistently the same individual.

I provided the ff:

US passport

US driver's liscence with a star note

JPMorgan SOA (credit and debit)

JPmorgan wire infos

WELLSFARGO SOA (credit card and debit) (where they claim i have -2$ but i do not see that in my acc tho.

WELLSFARGO wire details

and i still have not heard from Ele finance manager.

javier told me my docs. are good now but i still dont see any improvement with my case.

i have payouts through

Slotmadness

Club player

Silveroak

Slotsof vegas

Ruby slots

Sunrise Casino

Thank you very much, inchikchan, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, inchikchan!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

Greetings all,

I have reviewed the situation and I will see what can be done to assist. It appears all the necessaries are in order but if anything else is required I will inform you here.

Best wishes,

Nick and Sunrise

Dec. 15, 12:52 pm

Wire Transfer Withdrawal approved

Requested 2023-11-26 03:09 pm

$-1000.00

Dec. 28, 10:06 am

Wire Transfer Withdrawal approved

Requested 2023-12-14 02:36 am

$-2500.00

I do understand that is 7-10 business days but the 1st one is not in my acc yet.

Thank you for the help.

inchikchan, please, let us know as soon as you will receive al your withdrawals successfully.

Dear inchikchan,

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.

Update: Out of 2 pending withdrawals, 1 did hit in my acc.

Good! Please, let us know when you will receive the rest.

I was informed that the finance department won't process a wire transfer anymore, so I provided my Bitcoin address as requested by customer service. They assured me the funds would be in my account within 24 hours, but after waiting, the money hasn't arrived. A VIP manager asked for my Bitcoin address again, promising a special request with another 24-hour wait. Now, more than 24 hours later, I messaged them again, waited over an hour on live chat, but they turned it off after a brief absence from my phone. This situation is becoming frustrating. Picture attached are the list of my payouts.

Thank you for the information, inchikchan!

Hi, Nick and Sunrise! Can you, please, verify, if there is all in order with the player's withdrawal or is there any problem?

Greetings all,

I see that the first of the withdrawal requests was issued to our 3rd party for disbursal as a wire transfer on January 18th and according to our records was delivered successfully. I will see what can be done to assist with the next in line.

Best wishes,

Nick and Sunrise

Thanks, Nick!

Hello, inchikchan!

Has there been any progress on your withdrawals?

Dear inchikchan,

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.