Sunrise Slots Casino - Player's withdrawal request repeatedly delayed.

They requested that I send ID and verification of who I am. I sent the information repetitively over and over again they also wanted a copy of my credit card no problem. I sent it over and over again they kept receiving it and then kept having me resubmit my payout request over and over again until they never paid me. It really makes me mad because I did everything they said and I was completely within the regulations that they said. They said that they would pay within 5 days while that was a bunch of bull they never did pay me. I had the employees ask me for the same information all they had to do was scroll down in the email to see that it was there but yet they're still asking me for the information. By far they are the worst with customer service and as far as I'm concerned they are fraudulent.

Dear Nmypocket,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 
• Were our winnings accumulated 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 in advance for your reply.

Best regards,

Petronela

I originally submitted the payout request on April 7th. I was told by the online chat person that it takes about 5 days to process. I had submitted online my ID and a copy of the credit card as requested. And then I got an email asking for it again. So I sent it. And then I got an email again saying that it was denied because I didn't send what was requested. However the person who denied it failed to scroll down to see that it was obviously attached to the very same email that she was denying me on. Her name was emily. I kept contacting sunrise to find out what the holdup was. And still it continued. it was still exactly the same thing.. requesting my ID and the credit card I used that I had already sent multiple times. There was just absolutely no reason for it. No reason for me to have to send it more than once maybe twice but having to send it a half a dozen or over a dozen times it's now wasting my time. No there was no bonus. I just deposited some money and started to play and I won. So there were no promises made no promises kept except for the payout to be received within 5 days. That was over 20 days ago.

I appreciate you looking into my case. Thank you so much!

Thank you very much, Nmypocket, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Nmypocket, 

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.

Still waiting...

This casino doesn't care if it screws it's players as long as they are getting paid. Don't play at sunrise or you will see many before you get paid, if ever!!!!

Booo

Greetings all,

The only issue that I see is confirmation of a visa card used to deposit in the casino, this information can be submitted in the documents module in the casino cashier or directly to customer service via live chat. I would also suggest submitting an updated Bitcoin account at the same time. The withdrawal is approved and only waiting for the necessary documents to be on file before payout.

Best wishes,

Nick and Sunrise

I did that already Nick. And the Bitcoin address as well. At what point does it get ridiculous?

Thank you for your replies.

Dear Nmypocket, le's now wait for your funds to arrive. It may take up to 14 days. Please keep us updated if any news arise.

Okay thank you. Yeah in their EULA sunrise casino says that they take up to five business days so that was weeks and weeks and weeks ago. So all you readers out there if you're reading this please do not expect anything from this casino they are absolutely the worst of the worst. It doesn't matter if you follow the rules it doesn't matter if you do everything right they will still dick you around. It's unfortunate because the games are fun but the staff isn't. Thank you very much casino guru. I actually found out about you guys through lucky owl casino who have a unfortunate bad rating and they were absolutely fantastic so I'm going to be paying more attention to these reviews. Thank you very much.

I'm not exactly sure why I have 6 days to reply. Rely to who? Myself? I am the last commenter. At any rate, Sunrise has made no effort to convince me that they intend to pay me so I'll be patient for another 14 days. Because 28 days came and went. It's unfortunate that they don't stand behind their policies.

Dear Sunrise Slots Casino,

is there any new information regarding this case, please?

Greetings all,

I see that the documents are now complete and the Bitcoin address has been updated in the system, I have escalated the approved withdrawal for disbursal via Bitcoin. Hopefully we see some movement shortly.

Best wishes,

Nick and Sunrise

Dear Sunrise Slots Casino,

thank you for the update.

Dear Nmypocket,

please let us know whether you received your funds.

Dear Nmypocket,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

Unfortunately, we’re forced to reject this case because Nmypocket has stopped responding to our messages and questions. Without Nmypocket cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.