Sunrise Slots Casino - Player's Withdrawal Process is Delayed.

I submitted a request for a withdrawal on 3/29/24 for $500.29. It was approved on 4/9/24. On 4/23/24 I chatted with a rep named Ava and had to change my BTC address due to having to close my original BTC account.

She stated that the withdrawal was due to be paid the following day but because I had to change my BTC wallet address, that it would take 24 hours to process & then I should see the deposit.

I have contacted customer service via the chat every day to check on the status, and I get the same response every time: "We have escalated your case and the finance team is reviewing it. Please check back in the next 24-48 hours".

I contacted the payouts team via email & they are saying that the BTC processors are "backed up and working hard to catch up with payments" and that I will be notified as soon as they hear anything.

Im tired of waiting & feel that if the deposit was ready on the 23rd, why isn’t it ready now??

Dear janetschuhart,

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?
• Did you accumulate 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

Hi Kristina! Thank you for accepting my request. In response to your questions:

* No, I have never made a withdrawal before.

* I do not know what a KYC verification is…..

* Yes, the winnings were with a bonus where the maximum withdrawal was $500. I’ll attach a screenshot of the transactions.

Thank you very much, janetschuhart, for your cooperation. I will now transfer your complaint to my colleague Dominika (dominika.l@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 janetschuhart,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Sunrise Slots Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hi Dominika! Thank you for taking on my case. I look forward to getting it resolved quickly.

Janet

Greetings all,

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

Best wishes,

Nick and Sunrise

Thank you for providing the information. We kindly request you to keep us updated on any further developments.

The BTC has been deposited! All is good on my end! Thank you all so much!

Dear janetschuhart,

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,

Dominika

Casino.Guru