Sunrise Slots Casino - Player’s withdrawal of jackpot winnings has been delayed.

On March 21st 2024 ,I won a jackpot of $14,000 on that same evening I withdrew $10,000( 4 withdrawals of $2,500) since then I have received one payment of $2,500 on April 29th 2024, I have had several conversations with the casinos through email and keep getting the same story, the payment provider is behind ,according to them I have had two payments sent,one more waiting to be sent ,but they have no idea when the money will be paid ,they told me on May 10th that I had a payment sent to the payment provider it is now June 4th and they have no idea when it will hit my account, again just making the same excuse about the payment provider being behind.. I have asked them multiple times to ask why my payment hasn't posted, it has been over three weeks which is plenty of time for a bank wire transfer and once I get that one I'm still waiting on two more in total of five grand I have several emails that I can email to you but entirely too many to post.. please help!!

Hello JJ8272,

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 if your account is already verified and if yes, since when exactly? 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

I have been verified for over a year I believe it was May of 2023 , I don't know the exact day however I have received several deposits from this casino in the past and I have several emails regarding these transactions mostly speaking to Allison or Nathan Garcia and always getting the same response that their payment providers are behind, I obtained these winnings from a no Max Cash Out bonus, and a deposit of $60, they are not denying owing me the money, but well not do any research and to finding out what the delay is or when I could expect the winnings, like I stated they already told me that my second payout of $2,500 was sent to the payment provider on May 10th ,and I have a third one that was also sent and a fourth one waiting to be sent, I am also a little confused on the no Max Cash Out bonus, when I had to break it down into four withdrawals, and each withdrawal had to go through a new time frame of approvals and payments, however they were all withdrawn and requested on the same day

Update I just received two payments ,one payment still waiting on in the amount of 2,500

Hello JJ8272,

Glad to hear that 2 payments were approved. Please let us know once the last one arrives.

Still waiting to receive one payment just emailed their payment center and found out that my third payment had not even been sent to the payment provider yet, it's been 3 months since my winning

Hello JJ8272,

Did you try to cancel the payment a request a new withdrawal?

I have been in constant contact with them, this past Thursday, Allison agreed to escalate my case , on Monday Nathan Garcia finally emailed me back to let me know that my payment has still not been sent to the payment provider when I questioned the escalation he then agreed case had been escalated, all withdrawal request were approved I am just waiting for my final payment which still has not been sent to the payment provider, it has been more than 3 months since the withdrawal request were initiated, March 21st to be exact, at this point I'm just getting the runaround from them

Hello JJ8272,

I would recommend to wait till the next week even thou it is a huge delay. Let's hope the casino will keep their word this time. If it still would not arrive, we will try to intervene.

I won't hold my breath, I spoke to them through email on Friday and they have no updates so chances are slim it will come through this week

It is now Friday, another week has passed with no payment and they have no updates

Hello Jennifer,

Since all of our withdrawals are sent through third party vendors, there are certain processing velocity limits that we must respect, and time frames may vary due to processor limitations and availability. Currently the processors are experiencing delays on their end on top of the regular time frame for the payment to be sent/paid out. 

We understand the frustration and we apologize for any inconvenience caused, hopefully the process will go back to the standard time frame very soon.

Nathan Garcia

Finance Team

This is the email I received on July 8, yesterday, it's been nearly 4 months since the withdrawal request was initiated

Thank you JJ8272 for all the information provided so far. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello JJ8272,

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 state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Greetings all,

I had a look and there were $10,000 in total from a win in April, all of which has been paid out to our 3rd party payment providers and is marked complete except the final payment of $2500, this requested withdrawal has been approved and paid out to our 3rd party payment providers on the 10th of July for disbursal as a bank wire transfer. As a general rule with bank wire transfers we are looking at 3-10 business days on delivery but it can be a bit longer depending on transfer volumes on the 3rd party end. Just be patient and the funds should arrive in time, JJ8272. Let us know when the funds arrive. Also please confirm payment on the rest of the funds in question as the most recent completed wire payment was confirmed delivered on the 10th of June.

Best wishes,

Nick and Sunrise

That is correct, I am still waiting on the last payment of $2,500

Hello JJ8272,

Please, let me know once you receive the remaining 2500$.

I'll be awaiting your reply.

Just an update, still have NOT received the funds

Hello JJ8272,

The 10 business days still haven't passed. Please let me know by Thursday whether you have received the funds.

Your patience is much appreciated.

Good morning, I just got off the phone with my bank that would be receiving the wire transfer and they have not received anything, they suggest they put a Trace on this,because it's been plenty of time, I have been waiting MONTHS to receive my money that I rightfully won, this request was made on Mar 21 , it has been more than 4 months, so patience is all I've had ! We are nearing August !! I email and get the same story every time. If it was sent on the 10 of this month, I should already have received it !!

It is now Monday July 29th, still no deposit in my account from Sunrise casinos it has now been 19 days since they say they sent the bank wire, and today marks 13 business days

Dear Sunrise Slots Casino,

Could you comment on this?

I'll be awaiting your reply.

Deposit finally hit , August 1, 2024.. thank you for your help casino guru.

To sunrise, you would have a more loyal customer base if it didn't take 5 months to receive winnings, terrible practice of business. Best of luck

Dear JJ8272,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan, Casino.Guru