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

Hello, I submitted a withdrawal on 04/25/24 at sunrise slots for $1530.00, I went through the entire verification of my my identity and credit cards and everything was good I had requested it via wire transfer it was denied first because the bank I was using was not accepted so I asked what banks were accepted and I opened a new bank account with one of their options my withdraw was then approved on 5/6/24 was told to wait 7-10 business days for it to be sent for payment which I did well day 10 I asked a live chat agent for an update they didnt have one but assured me that the case was escalated and to check back in 24-48 hours so I did and got the same thing, I then emailed the finance team and asked he told me that their payment processors are delayed and that I will get an update when they have one I have emailed multiple times since then and have asked for some kind of time frame and I am either ignored or told that they cannot give me a time frame. I really hope you guys can help me! I could really use this money right now and after reading multiple stories from other people with the same issues I don’t want to end up waiting months and months thanks! 

Hello Tfraley123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Sunrise Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Nick,my account has been fully verified since 04/25/24.

the money was accumulated with real money and a deposit match bonus but I had completed the play through requirements.

I spoke with the casino yesterday 05/21/24 I had just asked them if there was any sort of update on my withdrawal I was told again there is no update or time frame and that it was being escalated and to check back in 24-48 hours

Thank you Tfraley123 for all the information provided. I will now forward your complaint to my colleague Katka (katarina.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Tfraley123, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Sunrise Slots Casino representative to join this conversation. 

Dear Sunrise Slots Casino, could you please provide more information about this case? 

Looking forward to your reply.

I was updated on 05/22/24 that my payment has been sent out to third party but was still not able to give me any sort of time frame

Greetings all,

I have reviewed the situation and the funds have indeed been released to our 3rd party payment providers for disbursal as a bank wire transfer. As a general rule we are looking at up to 10 business days from the time it is paid by the casino until it arrives in the player's bank account, currently we are business day 7. I would anticipate the funds arriving by the middle to end of next week (if not before), this said delivery is dependent entirely on the 3rd party and they can be plus minus on delivery time to time depending on the volume of withdrawals. I would recommend just being patient Tfraley123. I have spoken with the payouts team and we are not aware of any current delays with the 3rd party so hopefully it will be sooner than later.

Best wishes,

Nick and Sunrise

Dear Sunrise Slots Casino,

thank you for the update.

Dear Tfraley123, 

let's now wait for the payment to arrive. I will set the timer for 7 more days. In case you receive your funds, or there is some other development, please do not hesitate to contact us.

Thanks Katarina and Nick I haven’t received any thing yet but will update when I do hopefully it’s soon!

Dear Tfraley123, 

thank you for the update.

Sometimes the payment provider takes longer to process the payment than is usual. I assume this can be the case. Let's wait 7 more days. Please keep us updated about any new development.

Hi Katarina, I received an update yesterday 6/10 that the it was confirmed and the money has been sent to my bank as of today 6/11 I have not received anything in my bank account yet.

Dear Tfraley123, 

thank you for the update. Let's now wait few more days for the money to arrive. Please keep us updated.

Katarina, just an update that the money is in my account as of this morning 6/14 thanks for your help!

Thank you, Tfraley123, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

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,

Katarina