Sunrise Slots Casino - Player's withdrawal remains delayed and account restricted.

I played with a no rules bonus. As soon as I met the playthrough amount ($175) the casino withdrew the coupon reversal from my winnings. I requested two payouts because the dollar amount was over the max for bitcoin ($2500.) The first payout was requested on Aug 3, 2023 @2:39am for $2500 and the second on Aug 3 @3:11am for $2000.

The $2500 payment was approved on Aug 21. The $2000 payment was approved September 1, 2023.

I have been in touch with the casino too many times to count, via email and online chat and have continued to be told to be patient, and that they are having 3rd party payer problems. I used bitcoin because they specifically advertise that as the fastest payment source.

I am unable to use the site, or any of my loyalty VIP bonus' as I am in "a class that is ineligible." I was told however, that I could make a cash deposit and play on the site. Now why would I want to do that?

I have emails and chat logs saying that they've escalated my case, but there is no resolution and this is SO disappointing. I have been playing online casino's for more than 10 years. This is the ONLY time I have had this issue.

I have tried to upload my documents, but I am getting the message that the uploads failed.

Please advise.

Victoria *****

Dear Calliope1947,

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?

Try to upload the screenshots in the complaint thread again, or alternatively send the information to my email at tomas@casino.guru

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

Hello Tomas,

I have won multiple times on this site and always played it all back (Wins upwards of $1500) This is the first time I have tried a withdrawal.

I will email the documents to your email.

Thank you!

Thank you very much, Calliope1947, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Thanks. I have followed up with customer service twice this past week. Yesterday, Sunday Sept 17, I was assured by Alberth that I should see the first payment today or tomorrow. Been told that before.

Hello there,

Thank you Calliope1947 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Sunrise Slots Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Greetings all,

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

Best wishes,

Nick and Sunrise

To all parties, your time, assistance and consideration is greatly appreciated.

I look forward to your response.

Calliope1947

Greetings all,

I have spoken with the Payouts Manager and been assured we will see some movement in the coming business days.

Best wishes,

Nick and Sunrise

Thank you very much for the update. We will keep this complaint open until Calliope1947 confirms their withdrawal has been successful. Please keep me informed about any further developments.

Thank you in advance!

Thank you for the update.

When they say the next couple days, how long should I wait to follow up? I’ve been told the next couple days before.

Also, there are two payouts. Will they happen at the same time or will there be days in between?

thank you in advance.

Hey all,

I can happily report that the first payment went through on the 19th via Bitcoin and has been confirmed delivered in Blockchain Explorer. I have been assured the 2nd and final payment should be going out by the end of next week.

Best wishes,

Nick and Sunrise

Thank you very much for the update. We will keep this complaint open until Calliope1947 confirms their second withdrawal has been successful. Please keep me informed about any further developments.

Thank you in advance!

Thank you all! The first payment did go through. Now just waiting to confirm the second.

I will respond as soon as it shows up.

Good afternoon,

im just checking on the second payment. First payment was 9/19 (9 business days ago) the second payment was supposed to go through towards the end of this week. Tomorrow will be 10 business days. Do we know if payment has been initiated?

thanks in advance.

Hey Calliope1947,

Could you please confirm your Bitcoin address, I should be able to get another payment out to you fairly soon but they want to make sure nothing has changed.

Best wishes,

Nick and Sunrise

Dear Calliope1947, you can share your Bitcoin address here and I can private the post so only involved parties can see your message. Alternatively, you can send it to my email (peter.c@casino.guru) and I'll pass it on to Nick.

Thank you in advance for your cooperation!

Greetings all,

The payouts department is requesting the Bitcoin update formally with a ticket number attached so I have written you an email Calliope1947, please hit reply there and get me that info and I'll see what I can do to get things moving.

Best wishes,

Nick and Sunrise

I did send my bc address to Nick in the email same day as the above post. Waiting for confirmation. It’s been two weeks since I was told the second payment should have arrived.

please advise.

Victoria

Good afternoon.

I have received the second payment. I appreciate everything that Casino Guru and Sunrise Casino, Tomas, Peter and Nick did to help get this resolved.

thank you! You may mark this case closed/resolved.

Dear Calliope1947,

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,

Peter