Sunrise Slots Casino - Player's withdrawals are delayed.

Made two withdrawals over 2 months ago and about 1 month ago they were approved for withdrawal. I still over 2 months later haven't received either withdrawal. I email and chat and always get the run around about it

Dear tomkoehler21,

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? Do I understand correctly that while the withdrawals were approved, the payment processor didn't process the transactions via Bitcoin yet?

Have you accumulated your winnings with an active bonus or a promotion?

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

Hi,

No, I have never made a withdrawal with them before.

Correct on both withdrawals being approved. They did that back in early April. One withdrawal was a wire transfer and the other bitcoin both for $1500.

Winnings were from a no withdrawal limit bonus they gave after I made a deposit.

Thanks,

Thomas ***

Could you please advise what the casino is saying regarding the two approved withdrawals?

If there is any communication from the casino, please forward it to my email at tomas@casino.guru

I'll await your reply.

Dear tomkoehler21,

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.

Hi,

So they paid 1 of the 2 withdrawals. They paid me the bitcoin one. Then they asked me for my bank information again for the wire transfer. I sent all the information they needed early last week and I still don't have that withdrawal yet.

Thanks

Thomas ****

Thank you very much, tomkoehler21, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, tomkoehler21!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Greetings all,

I had a look and the last payment was just released to our 3rd party payment providers for disbursal as a wire transfer. As a general rule we are looking at 3-10 business days from payment by the casino to delivery by the 3rd party s just a bit of patience and all should be well.

Best wishes,

Nick and Sunrise Slots

Thank you, Nick!

tomkoehler21, please, let us know as soon as you will receive your funds!

Been a week and still nothing!

tomkoehler21, today is the 6th business day since the withdrawal has been sent, so I suggest to wait a little bit more, to the end of this week, for example. Thank you for your patience!

Hi,

Now the 10th business day and it's Friday evening and still nothing.

Thanks!

tomkoehler21, have you still not received your withdrawal?

No I have not!!!

Nick and Sunrise Slots, could you, please, check, if there has been a rejection of the withdrawal by the payment provider by any chance?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

We received a confirmation of delay in wire transfer from our 3rd party payment providers, they have assured us that funds will be delivered in the following business days any time between now and the 28th of July if they have not arrived already. Thanks to everyone for your patience. Let us know what that comes in tomkoehler21.

Best wishes,

Nick and Sunrise Slots

Dear tomkoehler21,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.