Sunrise Slots Casino - Player's withdrawal is significantly delayed.

I requested the withdrawal of $2200 in BTC in the beginning of August and got it approved on August 25th around 6am. I was told it would take 7-10 business days to receive which would of been by September 7th at the latest. It's now September 19th. I have been in contact with the payouts department and most recently was told that my payout would go out with the next batch of payments but since it's through a 3rd party company they couldn't give me an estimate of when that would be. I have also been told via their live chat and in an email from thenpayouts department that my payment was escalated. I'm starting to wonder if I will ever actually receive anything. Can you please look into this for me and see what's going on?

Thank you it'd be much appreciated!

Dear turpburgler,

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?

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

Dear turpburgler,

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 I have already sent in all documentation to verify who I am and my address. I have received 1 payout from them before but it was for much less, only a $100 or so maybe more. I was told all my info had been approved and even gave them a BTC address to send the payment as requested. I did everything necessary and provided all required documents. Despite all this and the Payment being approved this morning I was told inwas missing documents and ti Contact live chat for more info. Upon doing this I was informed that they wanted me to send in my proof of address document again even tho it was already approved before. I sent in the picture of a letter from the bank with my name and address again so we'll see what other things ive already gotten approved that they say they need again or other problems they come up with. It's crazy that bitstarz literally send my withdrawals within 5 min or less and this place has taken almost 2 months now. Quite ridiculous tbh. How are they even still in business is what I'd like to know..... and oddly it seems really easy to win on their multiple RTG casino sites almost too easy. Maybe that's their gimmick. Easy wins but never payout. Just seems like that system would fail after a short time but they keep on going somehow. Thx again for your help

UPDATE:

It as been almost 5 days now since I resent my proof of address documents and I have not gotten a response yet.

Thank you very much, turpburgler, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear turpburgler,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Sunrise Slots Casino representative to join this conversation and participate in resolving this complaint.

Dear Sunrise Slots Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment? Is there any problem with the provided documents?

Thank you in advance for providing the information.

Kind regards,

Stefan

Greetings all,

I had a chance to review the situation and the issue lies in the fact that your registered and supplied physical address is not residential, it is a Bar and Grill turpburgler. For security reasons we cannot process payment to individuals without proof of residential address. The requested withdrawal has already been approved but until proof of residential address is provided we won't be able to move forward here.

In order to expedite things I have sent you a personal email turpburgler with the necessaries currently required. Please hit reply there with what is needed and we should be able to move along here.

Best wishes,

Nick and Sunrise

Dear turpburgler,

The casino cannot pay you the funds unless you verify your address. Could you respond to Nick's email and let me know once you provide the casino with the necessary documents?

Thank you very much in advance.

Kind regards,

Stefan

Dear turpburgler,

Thank you for your response and the information provided.

Dear Sunrise Slots Casino,

Could you state if there is any problem with the provided documents by player?

Thank you very much in advance for providing the information.

Kind regards,

Stefan

Are those documents sufficient? And does it normal take them this long to respond?

Dear turpburgler,

The casino has seven days to respond to the complaint, let's wait for their official statement.

Your patience is much appreciated.

Kind regards,

Stefan

I was just wondering is all Iv been as patient as possible since early August. Not saying they won't but what happens if the time runs and they havent respond?

Dear turpburgler,

I believe the casino will respond in this case. But if they don't respond to the complaint, it will be closed as "unresolved" and it will negatively affect their rating on our website.

Kind regards,

Stefan

Greetings all,

Unfortunately businesses are not physical people. Physical individuals can hold casino accounts, a business cannot. Similarly business addresses and Post Office boxes do not constitute proof of residential address for an individual. For security reasons we require proof of physical residential address in order to process withdrawals within our system, until we have verification of the place of permanent residence for the physical individual registered within the casino account we are unable to move forward.

Once again, in order to expedite things I have sent you a personal email turpburgler with the necessaries currently required. Please hit reply there with what is needed and we should be able to move along here. With the proof of physical address please include a request to change physical address within the casino account to match your current (verifiable) physical address.

Best wishes,

Nick and Sunrise

I just found your email in the spam box And the number on my account is 5207212125. I also emailed you the requested documents and I also emailed sunriselots casino support to change my address on my account. I also attached the documents here in case that helps speed up the process at all, thanks.

Greetings all,

I received your email as well as reviewed the submitted images above, please read the email I sent you carefully turpburgler. It details specifically what documents we are allowed to accept and that they must be dated and no older than 3 months for proof of residence, please make sure that the proof of residency document you provide is complete showing the entire document. It must be passed through 3rd party validation so the clearer the better.

It has also come to light that you are using a proxy/VPN which is in violation of the terms and conditions of the casino. Please explain in detail within your email your reasons for doing so and note that your response is critical for our internal records.

Best wishes,

Nick and Sunrise

I haven't found your email but I did resend an electric bill as a reply to your first email which was listed on the list of approved documents, so that including my Driver's license should be enough for everything to be good. I Posted them below as well.

As far as the VPN I use it for security/safety reasons when I'm on the internet to help keep my info from being stolen or from biengn hacked And turn it off when I use apps like casinos. My bank account draft kings, ect. and other apps that need my location.

Most of my bills are digital now but here is more screen shots of my electric bill showing my name, dates and address just for further verification.

Thanks

Greetings all,

As I said previously, for 3rd party verification purposes we need to have a full copy of the complete bill for them to scan and verify it rather than a selected piece of the document. Please submit the requested information via the email address I provided and hopefully we will be able to move forward here.

Best wishes,

Nick and Sunrise

Dear turpburgler,

Could you provide the casino with a full copy of the document?

Thank you very much in advance for providing the information.

Kind regards,

Stefan

I prefer if we just finished handling it on here. I still haven't gotten a response to my emails but everything should be fine after this anyways. This is a photo of my property tax bill. Being property tax I hope it's even more proof of address. I'll still email it to you as well. I really doubt that this document wouldn't be good enough to prove my residence so Hopefully this works and even tho its taken a few trys I really am just trying to get you what you need asap so we can get this done.

Thank you

Dear turpburgler,

Thank you for your response and the document provided.

Dear Sunrise Slots Casino,

Could you have a look at the provided document?

Thank you very much in advance.

Kind regards,

Stefan

Just incase that last document wasnt good enough iv included a picture of the other side of the property tax bill document.

Greetings all,

I as well would prefer to accomplish the task at hand in the simplest way possible however I have yet to receive any documentation that achieves the minimum requirement requested in the email. I assure you turpburgler I have no goal in this but to get you paid as efficiently as possible. This said, without full cooperation on your part I cannot move forward. Your emails have been received on my end, please read carefully the initial email presented and provide the requested documentation to the provided email address. The list of acceptable documentation is included in my initial correspondence.

Best wishes,

Nick and Sunrise

Dear turpburgler,

Did you manage to respond to the casino's email and provide them with the necessary documents?

Thank you for providing the information in advance.

Kind regards,

Stefan

Yes I emailed them the same documents the same day I posted then Here as well as emailed the support team to change my address and I haven't heard back from either one yet. I resent the documents today and asked about my address change to hopefully get someone to see it.

Dear Sunrise Slots Casino,

Have you received the email and the documents from the player?

I am looking forward to your response.

Kind regards,

Stefan

Hey all,

Yes, I did receive the same documents posted here on the date(s) referred to (October 5th, 14th, and 19th respectively) however as mentioned none of them comply with the minimum necessary for account confirmation as mentioned in my last post. Until I have the necessary documentation I'm afraid there is nothing I can do to proceed.

Best wishes,

Nick and Sunrise

My property tax bill isn't good enough to show its my property? That's better than a utility bill. I thought for sure that be good. But since it's not here's my electric bill. There is 0 possibility that this won't be acceptable. Can you check if your team got my address change email please. I'll email you these documents as well.

Dear Sunrise Slots Casino,

Could you have a look at the documents and give us a statement if everything is fine regarding the electric bill?

I am looking forward to your response.

Kind regards,

Stefan

Greetings all,

While the property tax bill does show proof of ownership, for our purposes we require proof of residence best proven by a recent utility bill. Thanks so much for your cooperation and I will have the submitted documents reviewed by the requisite department. Once they have reviewed them we should be able to move forward if they are satisfied.

At this point I would also recommend confirmation of a current Bitcoin address, this can be submitted to the same email.

Best wishes,

Nick and Sunrise

Dear turpburgler,

Please let me know once you provide the casino with a Bitcoin address.

Thank you for providing the information in advance.

Kind regards,

Stefan

Dear Sunrise Slots Casino,

Please keep us updated regarding the player's verification.

Kind regards,

Stefan

I'll keep you informed on when I receive the payout as well. Thank you for all your help, much appreciated!

-Turp

How come it says waiting on a reply from me, Am I not seeing a message?

Thanks

Dear turpburgler,

I will set the timer to a casino representative.

Your patience is much appreciated.

Dear Sunrise Slots Casino,

Please keep us updated regarding the player's verification.

Kind regards,

Stefan

Greetings all,

Thanks so much turpburgler for your cooperation, we now have all the necessary details in place to make this happen for you. I have passed the payment directly to the payouts department and hopefully we have some movement for you shortly. Please let us know once payment has arrived.

Best wishes,

Nick and Sunrise

Thank you I received it this afternoon, I look forward to playing again at sunriseslots. If you know of a no rules bonus I can use to get started again that be awesome. Also Thank you casino guru for helping me with everything, much appreciated!

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, turpburgler, 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. 

Kind regards,

Stefan, Casino.Guru