Sunrise Slots Casino - Player's withdrawal remains unprocessed.

On 8/13 I received a $300 appreciation chip w/ max cash out of $600. On 8/15 I redeemed the chip & subsequently requested a $600 withdrawal the same day. The withdrawal was approved on 8/29 & I was told payout would be processed n 7-10 business days, which was Sept 13th. Since that I've asked for an update on the payout status a cpl of times but they just tell me that 3rd party vendor processing payments is experiencing delays. I've asked for a tentative date but they don't know anything. I even asked what the approval date of the payouts processed within the last 24h was & explained if they processed payouts approved on 8/26 within last 24h, that may indicate they'd process payouts approved on 8/29 in 3 business days. But the offered no info about that either. I got a msg yesterday from Mia (VIP host, My profile indicates I am a level 3VIP) offering an exclusive bonus. As I told ? last week I'm not making any more deposits until this $600 payout is completed. I msg her back to ask for help in getting a date for this payout but she didn't respond. The payout I received was $100 back in July from a no deposit bonus. It took 7d for approval & I got the Bitcoin deposit the same day it was approved. As I told Mia yesterday, my dad is on hospice so I have enough to stress about. Hopefully you can help get this resolved ASAP, so I have one less thing to stress about.

Thanks

Dear hbickiki,

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 passed the KYC verification? Could you please post here a screenshot of your withdrawal history? You should be able to find it in your casino account.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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

I have passed verification via HOOYU. Thanx for your help in resolving this matter.

Thank you very much, hbickiki, for your cooperation. 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 hbickiki,

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 she can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Greetings all,

I have reviewed the situation and I will see what I can do to assist. If anything else is required I will let you know here, otherwise let us know when that comes in hbickiki. 🙂

Best wishes,

Nick and Sunrise

Dear Sunrise Slots Casino,

Thank you for your response and the information provided.

Let us know once you have any news regarding the case.

Kind regards,

Stefan

Thanx for the update & any assistance you can provide in the matter.

Kind Regards,

Kim

Hello,

I'm very happy to report my payout has been successfully processed. It says it was sent 9/28/23 @ 11:39am but for some reason it was not showing last night when I was logged into my bitcoin wallet. Thanks so much to all involved in helping successfully resolve this matter!

My feedback for Sunrise would be if there's a delay with the 3rd party, insist on a ETA from them to keep the customer 'in the loop' about their winnings... to mitigate their legitimate concerns due to the stigma regarding payouts from online casinos. Sunrise was my favorite place to play! Now I'm unsure about how much confidence I should have about future payouts. This was from a no deposit appreciation chip but I've made many deposits. Thank You for your time.

Kim (hbickiki)

Dear hbickiki,

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.

Kind regards,

Stefan