Sunrise Slots Casino - Player’s withdrawal is showing approved but hasn’t been received.

I made a withdrawal and met all the requirements. I verified my account, made the deposit, and received a message saying it was in process. Now, it shows as approved but the amount hasn't been reflected in my account. I contacted customer support to inquire, and they told me it was canceled because the currency is not allowed in my country. I believe that was the only response they gave me, but the withdrawal still shows as approved. I received the message saying it was approved. Can you help me?

Dear rbmv0114,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve experienced with your withdrawal.

To help us better understand and investigate your situation, could you please provide additional information on the following points:

• Could you specify the date and amount of the withdrawal you made?
• Did you receive any confirmation emails or messages from the casino stating that your withdrawal was approved? If so, could you please share those with us?
• Have you had previous successful withdrawals with the same currency, or is this the first time you encountered this issue?
• Could you provide screenshots or any documentation of the withdrawal request and the communication with customer support?
• Have you received any further communication from the casino explaining why the withdrawal was canceled due to currency restrictions, despite showing as approved?

Please send any relevant communication or documents to petronela.k@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,

Petronela

I complied with all the requirements that they asked me for, the withdrawal appears approved and I don't get them because it was just canceled

I ask you to help me please, I met all the requirements and I want to comment that the same account that was deposited the 11 dollars that you did accept is the same account that I set up for Aser the withdrawal that he does not want to deposit, that is, the deposit did. They accepted but the withdrawal was not, here I send you the capture

By that means I made the deposit of the 11 dollars that they did approve but the withdrawal did not help me please I complied with everything help me please

I also received the email and it appears approved now and everything is in order. I don't see the error that would cause me to cancel it, but it still appears in my transactions as approved for the withdrawal.

Additional comments from the player:

Hello, good afternoon, I hope you are well, and I hope you can help me, I won $2,500 dlls and at the sunsire casino I explained that they asked me to verify the account and it was approved and they asked me to deposit 11 dlls and they were also approved, I made the deposit in bitcoin and for that I made the withdrawal using the same method that gave me the Aserlo option. That way I received a message telling me that my withdrawal was in the approval process. Likewise, I receive a message congratulating me that it is approved and it is reflected in transactions that my deposit was approved and I through an online chap and I sent some emails asking why it was not reflected to me, they tell me that in the middle of Where I made the withdrawal, it is not allowed in my country. I complied with everything I require and it continues to appear as approved. It is not fair to me that I come out with that, the truth is that I abuse

Hello, good morning, I have not had another previous withdrawal. Just that, the casino does not tell me more than that, I sent you the screenshots that it was approved and everything that they asked me for at a time.

Hi rbmv0114,

• Am I correct in understanding that your entire winnings were accumulated from a free bonus and subsequently voided due to country restrictions?
• Was this your first free bonus redeemed at this casino?

Thank you.

If so what does that mean?

But they asked me to deposit and they accepted the deposit

Hi rbmv0114,

I have checked the general bonus terms and conditions and this is what I found (here):

No Deposit Bonuses

All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to redeem the second No Deposit Bonus.

If you redeemed free bonuses in the past without making any real money deposits in between, unfortunately, you won't be eligible to withdraw any winnings from those free promotional offers. However, if you recently made a real money deposit and used it for gameplay, please share a screenshot of your cashier history with your next reply.

Thank you.

Dear rbmv0114,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.