Sunrise Slots Casino - Player's withdrawal is delayed.

Not only is the sensitive info needed quite ridiculous, but they claim to use a third party to distribute the funds once approved. It was approved on Dec. 6, 2023, and still nothing. I reached out and asked who their third party vendor was, only to receive a repeated quote from an earlier email from this "Allison" basically repeating that THEY would let me know of an update when they received one.

Dear cdfrance1,

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

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,

Kristina

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 800 complaints.

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

Kristina,

This was my first withdrawal, I usually deposit with promotions, that have extremely high "playthrough" amounts. It was a promotional deposit with a playthrough of about 2,600.00 to which I had won around 4,800, wasting all but the 1,900.00 (that's supposed to be wired to my account).

I first tried withdrawing as a bank wire transfer, that was denied because of some missing info. So I then decided to withdraw to my crypto wallet, and that was denied. The first two attempts were over a span of a couple of weeks.

So I chose to do bank wire transfer, and in addition to putting that info in, I also had to provide the exact date I opened my bank account, whether it was a joint account, and other questions that seemed to be way to much for a simple wire transfer. They also required proof of address, but like most people, everything is online, I've opted out of paper bills. I do have that email as well, but it has all of my banking info and I wasn't sure what gets shared on this site if I uploaded it.

But yes, all of my info is verified, the withdrawal was approved, but now it's with whomever their third party is. So now, a third party (unknown since I asked and was not answered) has all my account information as well.

Thank you very much for your reply, cdfrance1. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I will be forwarding you the emails.

Dear cdfrance1,

Please note that I have not received any emails from you. We are extending the timer by 7 days. Please, be aware that in case you fail to provide the necessary information in the given time frame or don’t require any further assistance, we will reject the complaint.

I sent four of them on Dec. 22nd. I will certainly attempt to send them again.

Thank you very much, cdfrance1, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, cdfrance1!

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!

Greetings all,

I have reviewed the situation and I will see what can be done to assist, if anything else is required I will update everyone here.

Best wishes,

Nick and Sunrise

We have decided to extend the timer for 1 more week.

Still nothing in my bank account. Nick? Any word on where my payout is?

Greetings all,

Payment was initiated (sent by the casino to our 3rd party payment providers for disbursal) on the 9th of January. Generally speaking we are looking at 3-10 business days on arrival once paid to the 3rd party however it is still showing as initiated, this can mean that payment was sent but has yet to be acknowledged by the 3rd party. If this is the case then it could perhaps be longer. Let us know if the funds come in in the interim cdfrance1.

Best wishes,

Nick and Sunrise

thank you, Nick!

cdfrance1, please, let us know as soon as you will receive the payment!

Payment has arrived 01/17/2024 @ 09:38a.m.

Thank you all for your help in resolving this matter, I really do appreciate it.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, cdfrance1, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Pavel K

Casino Guru